Hyundai climbs in CSI study

Hyundai climbed eight rankings and posted the second largest year-on-year improvement among all brands in the JD Power and Associates 2005 Customer Service Index (CSI) Study, released last week. Hyundai moved from 34th to 26th overall, and continued...

Hyundai climbed eight rankings and posted the second largest year-on-year improvement among all brands in the JD Power and Associates 2005 Customer Service Index (CSI) Study, released last week.

Hyundai moved from 34th to 26th overall, and continued its momentum in the annual CSI Study. Hyundai's score increased by 86 points, which represents an improvement double that of the non-luxury industry average since 2000.

"This study shows that Hyundai's quality improvement programme is making progress at all levels, especially at the retail level," Hyundai Motor Co. vice-chairman and CEO Kim Dong-Jin said. Improving customer service is the key to winning life-long customers.

The study measures customer satisfaction among new vehicle owners with the dealer service department during the first three years of vehicle ownership, which typically represents the majority of the vehicle warranty period.

Overall satisfaction is based on six service categories: initiating service, service advisor, in-dealership experience, service delivery, service quality and user-friendly service.

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