Consultant and analyst Piers Trenear-Thomas expands on his points made in AM's recent CSI feature.
Customer satisfaction index surveys divide opinion among car dealers and carmakers. Like it or loathe it, CSI is changing
Land Rover has been ranked highest among premium brands in the J.D. Power 2017 UK Customer Service Index (CSI) Study.
Automotive was the only sector which saw fewer customers receive top service first time around in 2016, according to the findings of the UK Customer Satisfaction Index (UKCSI).
Staff at Volkswagen Van Centre Bury St Edmunds have celebrated reaching the top of the network’s league table for customer care.
Measuring staff, not customer, satisfaction may boost service levels, writes Prof Jim Saker.
