2011 U.S. Customer Service Index (CSI) Study Video

Jon Osborn, research director at J.D. Power and Associates, discusses findings from the 2011 U.S. Customer Service Index (CSI) Study. The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. Rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period.

“It is key for dealerships to properly train their staff in the subtleties involved in adequately explaining the necessity and value of additional services without placing undue sales pressure on the customer.”- Jon Osborn, research director at J.D. Power and Associates.

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