Every salesperson in the world will be your best friend when they think you’re going to spend thousands of dollars, but will they still be as courteous and helpful when you head back later with a problem? It’s only then that you’ll see just how good their customer service really is.
At Canstar Blue, we understand and appreciate the value of good customer service. In many cases, you will remember bad service long after you forget how much you paid for a particular item. And when you spend thousands of dollars on a new car, you should feel well within your rights to expect an outstanding level of service long after you have driven off with your new set of wheels. So which vehicle manufacturer is getting their after sales service spot on? To find out, we asked more than 2,300 Australian motorists who have bought a new car from a dealership in the last three years. Out of 15 leading brands that featured, we found Mercedes-Benz was the highest rated of them all.
As a luxury vehicle brand, owning a Mercedes will be about more than just driving another car to many motorists – it makes you part of a relatively exclusive club. Indeed, the company is keen to make its customers feel special, inviting them to register for its Owners Online platform – an exclusive feature for Mercedes owners who have purchased a new or pre-owned vehicle from authorised Mercedes-Benz dealerships. The platform offers “insider information”, plus details about upcoming events and product developments.
In terms of vehicle servicing, Mercedes offers two levels of servicing plans – silver and platinum. The Silver Service Plan provides fixed scheduled servicing costs for the term of your plan, while the Platinum Service Plan also covers you for things like brake discs and brake pads. In addition, Mercedes ‘Road Care’ is included in all fourth and fifth year Silver and Platinum packages, giving you peace of mind when you’re on the road.
Mercedes achieved a strong set of results from our customer satisfaction survey, also recording five-star ratings for point of sale service and vehicle reliability. To find out how it performed on overall customer satisfaction in a direct comparison with 14 other leading manufacturers, check out our report. We hope that our ratings are helpful at the start of your car-buying journey.
Canstar Blue commissioned Colmar Brunton to survey 9,000 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have bought a brand new car from a dealership in the last three years – in this case, 2,354 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.