J.D. Power and Associates Customer Satisfaction Index Study – Nissan Gains Ranking
The 2013 J.D. Power and Associates Customer Service Index study shows that Nissan is moving up quickly in the rankings. This year, Nissan has improved its overall score 23 points earning 797 out of a total of 1,000, giving it a ranking of 6th against 19 competitive brands. Nissan has jumped 14 places over the past two years by improved significantly in all five CSI study factors – service advisor, vehicle pick-up, service facility, service quality and service initiation. Specifically, Nissan is committed to the following:
- The Nissan Customer Promise: a set of commitments from Nissan and its dealers to provide a fair, honest and customer-friendly environment for purchasing and owning a Nissan vehicle.
- Nissan Express Service: an affordable, hassle-free service visit that includes a 27-point safety and maintenance inspection, as well as an oil and filter change in under 30 minutes. Most Nissan dealers are also offering extended service hours in evenings and on weekends for customer convenience.
- Nissan One to One Service Scheduling: customers can conveniently schedule service online at any time through the Nissan owner’s portal, a mobile app or the dealer’s own website.
- Focus on quick dealer notification of hot customer issues with Nissan follow-up to ensure resolution.
Leon Dorssers, chief customer officer and vice president, Customer Quality and Dealer Network Development – Nissan Americas said: “Nissan’s performance in the latest CSI study demonstrates that our dealers are fully committed to the Nissan Customer Promise: to work tirelessly to exceed our customers’ expectations. Our improvement is a reflection of the dedication that Nissan dealers have shown to providing an outstanding ownership experience to every customer.”