J.D. Power: Dealers Get Higher Penetration with Service Contracts from Independents than Manufacturers
WESTLAKE VILLAGE, Calif.--According to J.D. Power and Associates’ 2004 Dealer Service Contract Satisfaction Study, released today, car dealers who offer service contracts capture a higher percentage of buyers when selling contracts from independent providers than factory providers.
WESTLAKE VILLAGE, Calif.--According to J.D. Power and Associates’ 2004 Dealer Service Contract Satisfaction Study, released today, car dealers who offer service contracts capture a higher percentage of buyers when selling contracts from independent providers than factory providers.
Dealers who primarily use independent service contract providers had 32 percent penetration among new-car buyers and 40 percent penetration among used-car buyers. Dealers who prefer manufacturer service contracts had 28 percent penetration among new-car buyers and 33 percent penetration with used-car buyers.
JM&A Group/Fidelity ranked highest in dealer satisfaction, getting high marks from dealers for service and financial administration and fees. Independent providers Universal Underwriters Group and CNA National rounded out the top three. Factory providers Honda/Acura Care and Toyota Extra Care ranked fourth and fifth, respectively.
Independent providers averaged 785 points on a 1,000-point scale and factory providers averaged 714 points. The industry-wide average was 735 points.
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