One Reason You May Not Want to Go To a Toyota Dealership Right Now
Yes, there are all of those cars that need to be fixed. In fact, if you go to the Toyota website and click on the link of the vehicles not involved in the recalls, you’ll see a much shorter list. So, given the fact that Toyota has been moving a whole lot of cars during the past few years, there are a lot vehicles that could be lined up outside the service bays. And let’s not forget the fact that there are all of those people who just go in to get their oil changed or to have a squeak or rattle checked out.
Yes, there’s that. But there’s something else, too. The J.D. Power and Associates 2010 Customer Service Index (CSI) study has just been released. It “examines satisfaction among vehicle owners who visit a service department for maintenance or repair work” during their first three years of ownership.
They use a 1,000-point scale. They segment it by “Luxury Brands” and “Mass Market Brands.”
The Mass Market Average is 758. The best-performing in the category is HUMMER, at 815. (Interestingly, Saturn is number two, at 808. Clever how GM has tossed those overboard, eh?)
Toyota comes in well below average, at 741.
The five metrics are service quality, service initiation, service advisor, service facility, and vehicle pick-up.
It would probably be a good thing to have a Maalox franchise around a Toyota dealership right now—for customers and service advisors.