INFINITI has claimed the top spot for customer satisfaction in the luxury automotive segment in the inaugural J.D. Power 2018 U.A.E. Customer Service Index (CSI) Study SM.
The premium manufacturer scored an impressive 897 points (on a 1,000-point scale) for its customer service in the UAE, re-emphasising the brand’s unwavering commitment to outstanding customer service and delivering Total Ownership Experience. Arabian Automobiles in Dubai and Northern Emirates and Al Masaood Automobiles in Abu Dhabi and Al Ain are the official distributors for INFINITI in the UAE.
The study, based on responses from 2,806 vehicle owners, measured customer satisfaction across five key factors: service advisor, service initiation, vehicle pick-up, service quality, and service facility. According to J.D. Power, vehicle owners value personalised services that are designed for their convenience and that enhance their experience.
“At INFINITI, customer satisfaction is at the top of our agenda and a key differentiator for our premium offering in the market,” commented Markus Leithe, Managing Director, INFINITI Middle East.
“From the second a customer is in contact with INFINITI – in person, over the phone or digitally – we aim to provide an unmatched service experience every single time, driving satisfaction and enhancing the customers’ trust in our brand.”
Aftersales is a particular focus for INFINITI and the manufacturer has recently added a number of key customer-centric offerings to all of its Middle East distributors, including Arabian Automobiles and Al Masaood Automobiles.
The offerings include the INFINITI Courtesy Vehicle programme, under which a customer gets a complimentary vehicle during regular periodic maintenance, Express Service, 60 minute Key to Key Periodic maintenance service, Personalised service advisor trainings to deliver best service in town, and a host of other digital initiatives.
“We are continuously innovating our service offerings, investing in creating industry-leading infrastructure and striving to remain a step ahead of the customers’ requirements by anticipating and offering them exceptional purchase and Total Ownership Experience,” added Leithe. “The survey’s results have been a testament of our offerings through the INFINITI partners here in the UAE.”
The J.D. Power 2018 U.A.E. Customer Service Index (CSI) Study is based on responses from 2,806 owners who purchased their new vehicle between September 2015 and February 2017 and took their vehicle to an authorized dealership service centre between March 2017 and February 2018.
