Customer satisfaction with dealers continues to recover from the pandemic, but EV owners still face a lot of frustrations
Customers are more satisfied with their dealers in 2024 than they were in 2023, according to new data from J.D. Power. Overall, consumers ranked their satisfaction at 851 on a 1,000-point scale, despite continuing difficulties. It’s encouraging to see an improvement in service satisfaction, said Chris Sutton, VP of automotive retail at J.D. Power. Unfortunately, the capacity and wait time issues have gotten progressively worse since the pandemic and show no immediate signs of easing up.
Customers much prefer receiving dealer updates via text, rather than by a phone call, and their satisfaction improves by 31 points when they receive videos and photos of their vehicle following a multipoint inspection. While the use of technology and other factors are improving with dealers, not all segments are happy, the study finds. EV owners are the unhappiest in the industry.
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