[Junior]

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?

 

[LRD]

That's quite disapponting considering that these are flagship SUV's among the rest and so with that you expect a level of service and overall experience to be up to par with that.

 

[Jack]

That's quite disapponting considering that these are flagship SUV's among the rest and so with that you expect a level of service and overall experience to be up to par with that.

x2
Just another example of a brand being not who they say they are, fortunately it's not hard to always bring people into LR dealers

 

[Junior]

I am most surprised given that Jaguar placed first. They are owned by the same company so they know how to provide good service, they just aren't doing it. That is more upsetting than other companies that are trying hard but not quite getting it yet.

 

[Jack]

It just depends on who's managing what, the same folks in control of Jaguar may not be the same at RR.

 

[Junior]

It just depends on who's managing what, the same folks in control of Jaguar may not be the same at RR.

This is true, but there is someone who is in charge of both I would assume. Even if there isn't, after a report like this there would be cause for Range Rover to call up their good friends at Jaguar to get some advice on how to improve things. The change would be slow, but obviously it is something that they need to start on.

 

[LRD]

This is true, but there is someone who is in charge of both I would assume. Even if there isn't, after a report like this there would be cause for Range Rover to call up their good friends at Jaguar to get some advice on how to improve things. The change would be slow, but obviously it is something that they need to start on.

Chances are they don't need some article like this to tell them, they can't be completely oblivious as to what's going on with things within their control. If anything they're seeing numbers like this before the media gets to it.

 

[Junior]

Chances are they don't need some article like this to tell them, they can't be completely oblivious as to what's going on with things within their control. If anything they're seeing numbers like this before the media gets to it.

Yea, I think the bad part is knowing exactly how you compare to other brands and also having it all publicized so that the public knows.

 

[Jack]

a lot of things get publicized about automotive companies, it happens

 

[Junior]

I read this as part of a Q&A that Road and Track did with JLR execs. Sheds a slight bit of light on how the two brands are integrated.

So to what degree are Land Rover and Jaguar integrated, behind the scenes?
JE: From a customer touchpoint perspective, we are brand-centric and brand-focused. Because customers ultimately don't buy the company or the corporate identity—they buy the brand, they want to interact with the brand. But everything behind the curtain, we will integrate to a greater degree. And not just product development, but other functions of the company as well. If you develop a system on the market side, direct-customer communications, you do that for both brands. The way you apply it might be slightly different, but the basic underlying structure and system is exactly the same.

And that counts for the technology as well. There are a lot of efficiencies that maybe in the past we didn't leverage completely, but going forward there's a clear commitment to get as much out of the system as possible to benefit both brands.

SS: We have a dual-branded engineering organization, a product development organization, they have people who are specialists who are things: You have a Range Rover team, a Range Rover Sport team, a Jaguar XF team, but there's not two separate organizations.

JE: Design is completely separate. But if you develop electronics, it'd be foolish to [not share]. The new infotainment is dual-branded.

SS: The Ingenium engines will be used in both brands. But it's more about getting right technology and features for that car. It's not "this is that brand's tech" or something.

 

[LRD]

For things like technology, it makes sense to have it dual-branded, or at least using the same foundation... just altered to fit either brand. Most noticeable is their infotainment systems.

 

[Junior]

And the infotainment system is new so it should be a lot better than it was before. it sounds like they would share customer service strategies too from this quote:

If you develop a system on the market side, direct-customer communications, you do that for both brands. The way you apply it might be slightly different, but the basic underlying structure and system is exactly the same.

But maybe not given the OP.

 

[Jack]

Basically it comes down to what's not specific to that type of car that can be use between both brands, like the underlying structure ans system they mentioned

 

[Junior]

But wouldn't something like customer service protocol and attitude be exactly the type of thing you would share with the other brand? That is why I am confused by Jaguar and Land Rover's completely different places on this ranking.

 

[Ray]

The survey is of dealer satisfaction and in my case the Land Rover and Jaguar dealer is one in the same. Manufactures have a lot of influence over their dealers but it is far from complete. I have seen worlds of difference between dealers for other brands.

Have had the Discovery Sport for only two weeks and have had it back to the dealer once, (not for any problem). Very good experience and the loaner car was......a Jaguar.

 

[Jack]

Sadly i've only noticed manufactures take a serious interest in dealer experience when it comes to their sales at steak or if they need to desperately establish some traction. Aside from that, it's all neglect.