JD Power finds Service Fees and Costs Enhance Customer Satisfaction


Clear communication with customers both before and after vehicle service is one of the key drivers of customer satisfaction, particularly when providing service fees and cost estimates, according to the J.D. Power 2018 Thailand Customer Service Index (CSI) Study,SM just released.

Customer satisfaction among vehicle owners whose service fees are higher than expected (17 per cent) is lower than those who say the fees are as expected or lower than expected (83 per cent) (751 vs. 847, respectively, on a 1,000-point scale).  The accuracy of cost estimates also has a high impact on customer satisfaction, with those customers who received an accurate estimate far more satisfied than those who received an invoice that was higher than the estimate (839 vs. 714, respectively).

“It is crucial that the service advisor fully understands and manages customer expectations related to service fees,” said Siros Satrabhaya, Regional Director for Thailand at J.D. Power.  “The customer should be aware of all details associated with the service, from the details of work to be carried out to the estimated cost before the service begins.  The bottom line is that when a customer pays their actual fees, it should be about the same or lower than the estimation given.  This is a very simple process to get right that has a substantial impact on the customer’s service experience.”