AGOURA HILLS, Calif.-Independent garages gain the greatest share of business from customers dissatisfied with auto dealerships, according to J.D. Power and Associates' newly released 2001 CSI-Service Retention Study.
The study, based on responses from more than 41,000 owners of 1997 model-year vehicles, found that how customers are treated by dealerships during their first three years of warranty service dictates whether they return to dealers for post-warranty service and repairs. Luxury car maker Lexus, which retains 84 percent of service customers, ranked highest in service satisfaction among post-warranty customers for the second year in a row, J.D. Power said.
Independent garages captured 21 percent of business among post-warranty customers.
Exxon service stations follow garages in overall satisfaction. Jiffy Lube International Inc. has the largest number of defectors from dealerships, with 14 percent of non-dealer service.
Among non-luxury auto dealers, the most loyal customers are those of Saturn dealers, retaining 73 percent of customer-paid service and showing the highest service satisfaction.