Auto Service World
News   August 5, 2005   by Auto Service World

Hyundai Climbs in J.D. Power Customer Service Survey


Hyundai climbed eight rankings and posted the second largest year-over-year improvement among all brands in the most recent J.D. Power and Associates 2005 Customer Service Index (CSI) Study. Hyundai moved from 34th to 26th overall,with Hyundai’s score increasing by 86 points, which represents an improvement double that of the non-luxury industry average since 2000.
“Hyundai is committed to top-quality customer service, and we applaud our dealers for the strides they have made in the past several years,” said Bob Cosmai, president and CEO of Hyundai Motor America. “Customer service is key to winning loyal, life-long Hyundai drivers and we believe today’s study proves we are headed in the right direction.”
The study measures customer satisfaction among new-vehicle owners with the dealer service department during the first three years of vehicle ownership, which typically represents the majority of the vehicle warranty period. Overall satisfaction is based on six service categories: initiating service, service advisor, in-dealership experience, service delivery, service quality, and user-friendly service.