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Japan Customer Service Index (CSI) Study

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Japan Customer Service Index (CSI) Study provides the insight automotive service providers need to understand the market dynamics necessary to help capture and retain more service customers. This study is conducted among customers who have owned a new vehicle and focuses on the dealer service experience.

Study Features and Benefits

The study provides an overall customer satisfaction index score based on five factors:

  • Vehicle pick-up
  • Service representative
  • Service quality
  • Facility
  • Service initiation

The study surveys new-vehicle buyers 15 to 50 months after purchase and quantifies their satisfaction levels with service performed at automotive dealer facilities.

In addition, the study examines position of major makes and explores customers’ usage, as well as what affects customer expectations for domestic and import dealers in terms of the differences of customer satisfaction. Also this study provides insights for implementation of effective customer satisfaction improvement activities.