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Land Rover Shines in The 2024 J.D. Power China CSI Study
Key Highlights
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Land Rover topped the 2024 J.D. Power China Customer Service Index with a score of 805, leading the premium category.
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Mercedes-Benz (802), Porsche (798), Cadillac (801), and Audi (797) followed Land Rover in the premium category.
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Geely led domestic brands with 786 points, outperforming Chery, FAW Hongqi, GAC Trumpchi, and Jetour.
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Changan topped the mass market category with a score of 767, surpassing FAW Besturn, Beijing Hyundai, Lynk & Co, and SAIC Volkswagen.
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Overall customer satisfaction scores increased by 14 points since 2023, with premium brands averaging 796 points and mass market brands averaging 767 points.
Each year, J.D. Power recognizes top car models in China for dependability, quality, performance, and design. Land Rover ranked highest in the 2024 Customer Service Index.
Land Rover scored 805 points out of 1,000 in the 2024 J.D. Power China Customer Service Index, leading the premium category ahead of Mercedes-Benz (802), Porsche (798), Cadillac (801), and Audi (797).
Geely led the domestic brand category with 786 points, outperforming Chery (780), FAW Hongqi (776), GAC Trumpchi (780), and Jetour (768). In the mass market category, Changan took the top spot with 767 points, ahead of FAW Besturn (766), Beijing Hyundai (765), Lynk & Co (766), and SAIC Volkswagen (763).
Mass market brands averaged 767 points, while premium brands scored 796, showing a 14-point increase in customer satisfaction since 2023. J.D. Power attributes these positive results to car brands improving their after-sales services.
Key findings from the study include the importance of free roadside assistance for premium customers, the value of service transparency, and the effectiveness of smartphone apps for after-sales services.
The 2024 J.D. Power China CSI is the fourth survey in the region, measuring customer satisfaction in six areas: service team, service facility, greeting and diagnosis, service value, service quality, and booking.
Verdict
Land Rover has excelled in the 2024 J.D. Power China Customer Service Index, achieving the highest score among premium brands. With an overall increase in customer satisfaction across both premium and mass market categories, the study highlights the importance of enhanced after-sales services. Key factors contributing to these positive results include effective service transparency and the use of technology like smartphone apps. Overall, the findings emphasize the value of focusing on customer experience in the automotive industry.
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