Ford 4th in Dealership Service Satisfaction Survey.

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HONDA has emerged as the standout among the top 10 biggest-selling automotive brands in Australia in terms of dealer service and repair satisfaction, according to the latest data from Roy Morgan Research.

Based on Roy Morgan’s ‘single source’ surveys, the results show that almost one million Australians took their car to the dealership from where it was purchased for servicing or mechanical repair within an average three-month period.

Of the top 10 brands by sales volume, the overwhelming majority of Honda drivers (94.3%) said they were satisfied with the dealership’s service, well above the industry average of 85.8 per cent.

Fellow Japanese brands Subaru and Mazda were second and third respectively on 90.0 and 89.3 per cent, with Ford close behind in fourth on 89.1 per cent.

While the runaway Australian market leader Toyota was middle of the pack on 87.5 per cent, Hyundai managed only 80.3 per cent to trail the top-10 field in terms of satisfaction with the service centre.

Volkswagen, which in recent months has moved to improve this side of its business after below-average results in the annual JD Power customer satisfaction index (CSI) study, also finished well back from the industry average in ninth position, with 81.6 per cent.

Holden was marginally better on 82.5 per cent, but still below the industry average and behind both Mitsubishi (85.8%) and Nissan (87.2%).

Roy Morgan Research industry communications director Norman Morris said the ownership experience and related warranty coverage had become an increasingly important factor for car companies in Australia.
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