Quality Improvements Drive Customer Satisfaction and Car Sales
LONDON--(BUSINESS WIRE)-- Carmakers improved customer satisfaction in the second quarter of 2012, according to the results of the National Customer Satisfaction Index (www.ncsiuk.com). Every major carmaker has increased or sustained customer satisfaction from a year ago, and the auto industry average moves from 79 to 80 on the 0-100 index scale, the highest level in more than four years.
“Customers are responding to quality improvements – particularly the increased fuel efficiency of new, smaller models,” says Dr. Claes Fornell, founder of the American Customer Satisfaction Index (ACSI). “Overall industry sales are up from a year ago, and the focus on quality seems to be sustaining both customer satisfaction and sales growth.”
Audi continues to lead the industry in customer satisfaction with NCSI score of 84, up one point from a year ago. In second place, Toyota advances to a customer satisfaction score of 83, and according to owners, Toyota provides the best service in the industry. BMW and Volkswagen both raise customer satisfaction by one point to tie Nissan at an NCSI score of 82.
Among major carmakers, Ford gains the most, up from 76 to 79. Only Vauxhall and Peugeot fail to improve customer satisfaction; both maintain an NCSI score of 77. Renault narrows the gap slightly, advancing from 74 to 76, but remains in last place.
- Highest customer satisfaction: Audi
- Most improved: Ford
- Best service quality: Toyota
- Best value: Nissan
- Most recommended: Volkswagen
- Most influenced by online customer reviews: BMW drivers
- Most influenced by company website: Audi drivers
- Most influenced by market research reports: BMW drivers
Full results and benchmark scores from the National Customer Satisfaction Index available at: http://cfigroup.com/resources/white-papers/
About NCSI-UK (www.ncsiuk.com)
The National Customer Satisfaction Index (NCSI) applies the technology and methodology of CFI Group and the American Customer Satisfaction Index (ACSI). According to research from the University of Michigan, companies with high scores on the ACSI and the NCSI produce higher stock returns and greatly outperform market indices.This methodology has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments and countries including the United States (www.theacsi.org), the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia and Barbados.
About CFI Group (www.cfigroup.com)
CFI Group is a global leader in providing customer feedback insights through analytics. CFI Group provides a technology platform that leverages the science of the American Customer Satisfaction Index (ACSI). This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritises improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide. Our clients span a variety of industries, including financial services, hospitality, manufacturing, telecom, retail and government. Regardless of your industry, we can put the power of our technology and the science of the ACSI methodology to work for you.
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Source: CFI Group