Honda (UK) almost took top spot in the 2016 J.D. Power Customer Service Index, having been pipped to the post by just one point.

Honda (UK) almost took top spot in the 2016 J.D. Power Customer Service Index, having been pipped to the post by just one point.

On the survey’s 1,000-point scale that ranks each manufacturer on overall customer satisfaction, Honda scored 775 points, exceeding the ‘volume brand’ average of 744 and the ‘premium brand’ average of 761. What’s more, Honda outgunned the top premium brand, which scored 774.

The J.D. Power 2016 UK Customer Service (CSI) Study is regarded as a leading authority on customer service in the UK car market. This year’s survey was carried out between February and April 2016 taking direct feedback from 8,478 customers who registered new vehicles between February 2013 and April 2015.

The study measures the customer service of franchised dealers for maintenance and repair work, examining five weighted measures (listed in order of importance):

• Service quality
• Service initiation
• Service advisor
• Vehicle pick-up
• Service facility

Philip Crossman, Managing Director of Honda (UK), said: “Our dealers consistently score highly on independent customer satisfaction surveys and it’s great to see this excellence quality once again recognised by J.D. Power and our customers. Dealers are the front line for the Honda brand, they are integral to our business and so consistently scoring highly for customer satisfaction is extremely encouraging.”

The study also summarises key findings that significantly contribute to overall customer satisfaction:

• A greeting on arrival from a service advisor can increase service satisfaction by as much as 48 points on the 1,000 point-scale
• A fast and efficient ‘pick-up’ after maintenance or service work is vital. Overall satisfaction is highest among the 53% of customers who said the process of completing paperwork and being handed their keys took less than five minutes
• Transparency on work carried out against the price paid is highly valued. Overall satisfaction averages 742 among the 81% of customers who received an explanation of the charges after service was completed, compared with 653 among those who did not receive an explanation

Honda (UK) is currently offering a five-year or 62,500-mile 32-point service plan for the fixed price of £695 (petrol models) and £995 (diesels), offering potential savings of £505 and £435 respectively. Undertaken by Honda-trained technicians using genuine Honda parts, this offer is available on cars less than eight months old, with fewer than 8,000 miles on the clock.