China Customer Service Index (CSI) Study

Publish: September 2024

CSI interviews the customers who have owned their vehicles for 13 to 48 months for their experience with OEM dealership service. This study analyzes the service processes that defines the user experience at dealership and finds out the advantages and weakness in service process which reflects to the customer satisfaction; also, the study offers the impact made by customer satisfaction in short and long term. We hope the result of CSI at industry level can help OEMs to figure out the pros and cons of the dealership service; to understand the trend and development of service; and work out actionable tactics to improve the dealership operation.


The Benefits

Study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of the specific service problems that owners have experienced with their vehicle and how this impacts their level of satisfaction. Specifically, the study examines:

  • Drivers of increased service satisfaction and retention
  • Benchmark service performance of industry leaders
  • Competitive analysis of service satisfaction between aftermarket and OEM dealers
  • Annual customer service expenditures by service category
  • Customer-pay vs. in-warranty share of visits
  • Detailed performance ratings of key drivers of satisfaction and retention
  • Degree to which service work was performed right the first time

More About the Study