Jaguar dealers lead industry around the world for customer satisfaction

Jaguar dealers across the globe have been commended for dedication to customer satisfaction with a number of notable awards in key automotive markets, including the US, the UK and Germany.

Bibiana Boerio, Managing Director of Jaguar Cars said: “The fantastic results from J.D. Power in the US and Motor Trader in the UK are further evidence of Jaguar’s passion to deliver a first-class sales and ownership experience. Jaguar is distinguished by its style and performance, and these qualities are reflected in the service offered by all of our dealers around the world.”

In the US, Jaguar has ranked number one in the 2007 J.D. Power and Associates Customer Service Index (CSI) study with the highest score in the history of the survey, displacing Lexus from the top spot. In first place with a score of 925 points on a 1,000-point scale, Jaguar is now 13 points above the top CSI performer in 2006.

Mike O’Driscoll, president, Jaguar Land Rover North America said: “This outstanding result in the J.D. Power and Associates CSI study reflects the tremendous progress that has been made at Jaguar these last few years. To rank number one in customer service, following our first place finish in each of the last three years in the Sales Satisfaction Index (SSI) study is a tribute to the dedication and passion of all our Jaguar dealers in the United States.”

The 2007 Study measures customer satisfaction with dealer service during the first three years of ownership. The level of satisfaction is measured in six key areas: service initiation, service advisor, in-dealership experience, service delivery, service quality and user-friendly service.

In the UK, Jaguar dealer Hatfields of Wakefield won the ‘Franchised Dealership of the Year’ title at Motor Trader’s prestigious Industry Awards for 2007, while Merritts Jaguar of Amersham received the ‘Aftermarket’ Award.

Decided by an experienced panel of judges from Motor Trader, the winning Jaguar dealers beat all other carmaker-approved dealers from across the UK for their titles, including strong rivals BMW, Audi, Mercedes and Porsche. The selection process for the Motor Trader Industry Awards is widely regarded as the most rigorous in the automotive world. Written submissions, site visits and interviews all contribute to the assessment.

The ‘Franchised Dealership of the Year’ Award recognises excellence across the whole spectrum of business activities, including marketing, aftersales, new and used car sales, and training.

The ‘Aftermarket’ Award meanwhile recognises the best innovations in customer care, marketing and business management designed to generate sales growth and profitability.

Geoff Cousins, UK Managing Director of Jaguar Cars, commented: “I am delighted that both dealerships have been recognised for the great work that they do. It is an outstanding achievement to be chosen over the tough competition from our main competitors. Jaguar dealers in the UK are continuing to impress customers with their dedication to customer care and with the all-new XF just around the corner, these awards of recognition couldn’t come at a better time.”

In Germany, Jaguar has also been awarded top positions in several dealer satisfaction surveys by the Automotive Department of the University of Bamberg and Ford Motor Company’s internal CDAS survey. These surveys were conducted by the Market research department of Eurotax Schwacke and the University of Reutlingen.

In Schwacke’s 2007 brand monitoring survey, the Jaguar brand in Germany achieved first place for overall dealer satisfaction and improved from last year’s result by nine places. More than 1,000 dealers were questioned regarding their satisfaction with their brand and Jaguar came first not only in the overall ranking but also in the important dealer profitability category which showed an improvement of eight places.