Not the best news for Land Rover coming out of JD Power's latest survey on customer satisfaction. The brand placed last out of all luxury brands on the survey. The strangest thing about the survey is that, somewhat ironically, Land Rover's sister company jaguar placed first among all luxury brands on the same survey.
PD Power's Customer Satisfaction Survey measures customer satisfaction with service at franchised dealers for maintenance or repair work for 1-5 year old vehicles. The survey is based on responses from over 70,000 owners and lessees of 2010-14 model year vehicles. Each brand is rated on a 1,000 point scale with a higher score indicating a high er level of customer satisfaction.
Land Rover only managed a score of 823 placing it last among luxury brands. Land Rover was even beat by the top mass market brand Buick and MINI.
The survey found that brands do better when they do two things. First, brands that have express lanes for customers who did not make an appointment did better. Second, brands that assign a specific individual to work with customers every time they come in did better as well.
If you are a current Land Rover owner, how have you found the experience getting repairs and maintenance done at dealerships? Does this survey influence your buying decision at all?