Rating of brands by satisfaction with service (according to car owners’ opinion)

The analytic agency "AUTOSTAT" within the preparation of the project "AUTOSTAT OMNIBUS - 2017. New cars: the opinions of car owners" conducted a survey of satisfaction with the service at the official dealer service by a number of criteria. This study was conducted through an online and telephone survey in November of 2017, which was attended by more than 3000 car owners of various brands (at least 100 questionnaires for a brand).

According to the results of the research, Toyota and Mazda demonstrate the highest satisfaction index for service among brands in the mass segment, the results of which were 81.2 points out of 100 possible. At the same time, this indicator is based on 10 different criteria, thanks to which Japanese brands have an advantage over competitors. The French Renault (79.9 points) was included into the top three, from which Japanese Suzuki (79.4 points) is behind for a little. The top five is closed by Japanese Subaru (78.9 points).

We add that the brands from Japan occupy a total of seven positions in the TOP-10. In addition to the previously listed, it is still Mitsubishi (77.4), Honda (76.4) and Nissan (76.2). The rest two lines of the rating belong to Hyundai and Volkswagen (78.3 points). It is worth noting that many car owners are satisfied with their cars, so the average satisfaction index for the service by all the presented brands in the study (31 units) was 74.7 points.

Note: the study involved more than 3000 owners of new cars of 2012 – 2017 manufacture year of the most popular brands in the rating of Russian sales.