Land Rover achieves highest score in 2024 J.D. Power China CSI study

MANILA: Land Rover has gained the highest score in the 2024 J.D. Power China Customer Service Index study.

Specifically, it attained 805 points out of a 1,000-point scale. The British marque also claimed the highest spot in the study’s premium category, followed by Mercedes-Benz with 802 points, Cadillac with 801 points, Porsche with 798 points, and Audi with 797 points. 

Within the Chinese domestic brand category, Geely emerged at the top with 786 points. It is followed by Chery with 780, GAC Trumpchi with 780, FAW Hongqi with 776, and Jetour with 768. 

The mass market brand category, on the other hand, was dominated by Changan with 767 points. In second place is FAW Besturn with 766, Lynk & Co with 766, Beijing Hyundai with 765, and SAIC Volkswagen with 763. 

Notably, the mass market brands category saw an average score of 767, whereas the premium category averaged 796. In relation to the aforementioned, it was observed by J.D. Power that the overall average scores on the customer satisfaction study had increased by 14 points since 2023. 

According to the data analytics company, the good results of the recent study may be attributed to the car brand’s prioritization of aftersales services. 

Other findings from the study, as shared by J.D. Power, include the importance of free roadside assistance among premium brand customers, the helpfulness of smartphone apps focusing on aftersales services, and service transparency, among others. 

For those unaware, the 2024 J.D. Power China CSI is the fourth to be conducted in the region by the said company. It seeks to measure the levels of satisfaction among customers in six different factors: service facility, service team, welcome and diagnostic, service quality, service value, and reservation. 

In the context of the 2024 study, the data-focused firm gathered responses from a total of 33,298 brand-new vehicle buyers from 43 automotive brands between January 2020 and June 2023. It covers internal combustion models sold in China. 

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