Customer ‘delight’ could earn billions

- Global marketing information firm JD Power has shown that Australian dealers could be missing out on up to $1.9 billion of service revenue each year because owners are not happy or delighted enough to keep returning to the dealership later in their vehicles’ operating lives.

- Drawing on findings from their Australian-specific research, JD Power Asia-Pacific vice-president Mohit Arora and senior country manager (Australia) Loi Truong told delegates at the Australian Automotive Dealer Association’s convention this week that, for the average dealer, the lost service business represents around $360,000 a year – and that is for vehicles that are 10 years old or more.

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