Forget about the days when bringing your car into the shop was the type of experience that left you frustrated. A new survey by J.D. Power & Associates find customer satisfaction with auto service centers has hit a record high.
"Dealerships are placing more emphasis on the service adviser's role," said Chris Sutton, senior director at J.D. Power. "Having a skilled, trained adviser is vital for a positive customer experience."
Customer satisfaction with auto service centers has been steadily improving in recent years as automakers work with the dealers to refurbish or build new service centers. J.D. Power surveyed 91,000 owners of vehicles in their first three years of ownership. It is a period that covers the majority of the vehicle warranty period.
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Luxury Still Leads
Service centers at luxury auto dealerships ranked higher than those at mass brands, according to J.D. Power and Associates. That is not surprising given the emphasis luxury brands have placed on pampering customers with waiting areas that include coffee shops, business centers and even areas for a shoulder and neck massage. Luxury dealers see catering to customers and delivering an enjoyable experience at the dealership as being critical to developing brand loyalty.
Top 5 Luxury Dealer Service Centers
Source: J.D. Power & Assoc.