Christian Brothers Automotive Ranks in Customer Satisfaction in Segment of the J.D. Power 2021 Aftermarket Service Index for Second Consecutive Time*
Car Service and Repair Brand Tops the List among Full-Service Maintenance & Repair Companies for Customer Satisfaction in National Study of More than 8,100 Vehicle Owners
February 01, 2021 // Franchising.com // HOUSTON - Built upon the foundation of creating an uncommonly great experience for guests in need of automotive service and repair, Christian Brothers Automotive Corporation continues to set the pace for the industry when it comes to achieving customer satisfaction. For the second consecutive time, Christian Brothers Automotive is #1 in Customer Satisfaction Among Aftermarket Full-Service Maintenance and Repair Providers in the J.D. Power 2021 U.S. Aftermarket Service Index (ASI) Study*.
In the study of 8,148 vehicle owners, Christian Brothers Automotive took the highest satisfaction scores in all seven study factors: ease of scheduling/getting vehicle in for service, service advisor performance, service advisor courtesy, service facility, time to complete service, fairness of charges, and quality of work.
“At Christian Brothers Automotive, we pride ourselves on delivering the Nice Difference® to our guests, by providing them with honest and transparent auto service and treating them as our neighbors,” said Donnie Carr, president of Christian Brothers Automotive. “To be ranked #1 again by J.D. Power is a testament that our people-first approach to customer satisfaction is resonating with our communities. This award is a reflection of our continued commitment to being a brand that customers enjoy doing business with.”
Christian Brothers’ unique approach to customer service, coined as its “Nice Difference®, focuses on creating an enjoyable guest experience by providing transparent, honest service that keeps customers in control of their vehicle repair and care. The people-first car care brand works to foster positive guest experiences at every location by offering access to free Wi-Fi, complimentary shuttle services, and other amenities as customers wait for their car services to be completed. Rooted in a mission to change the way customers think about automotive service by providing knowledgeable, honest and genuine car repair, Christian Brothers Automotive has remained committed to that goal – even in the midst of a pandemic. The brand’s innovations over the past year to improve the guest experience during COVID-19 include new digital communication and payment options as well as concierge services for contactless vehicle pick-up and drop-off.
As part of its commitment to delivering automotive service that goes above and beyond what customers have come to expect out of the car care industry, Christian Brothers also offers an extended warranty program on car repairs and services completed at all locations nationwide as part of its Nice Difference® , ensuring customer trust is earned on all services and repairs made Christian Brothers’ technicians.
Now in its second year following its debut in 2019, the annual J.D. Power U.S. Aftermarket Service Index (ASI) Study measures customer satisfaction with aftermarket service facilities, providing a numerical index ranking of the highest-performing U.S. aftermarket service facilities. Performance in three segments - full-service maintenance and repair; quick oil change; and tire replacement - is based on the combined scores for seven factors that comprise the vehicle owner service experience.
This year, Christian Brothers Automotive earned the top score of 869, solidifying its win in highest customer satisfaction for full-service maintenance and repair by a margin of 91 points over the segment’s runner-up.
“Seeing as how the pandemic has affected service volume, it’s really important to do a great job with the customers who do come through the door,” said Chris Sutton, vice president of automotive retail at J.D. Power. “Aftermarket service providers should pay special attention to simple actions that can enhance the customer experience.”
Christian Brothers Automotive is a professional automotive maintenance and repair company that has made an enormous impression on the industry. The brand strives to take the hassle out of maintaining a vehicle by making it a positive experience for customers and providing knowledgeable, honest and genuine car care expertise as part of their services.
SOURCE Christian Brothers Automotive Corporation
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