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Or it could be that this is a J.D. Power survey and isn’t measuring what we assume it’s measuring. Like when manufacturers get terrible initial quality scores because the infotainment is glitchy.


Seems to me that mostly this survey is measuring the friendliness of your service advisor, the quality of the waiting room seats and coffee, and maybe whether your vehicle was ready when promised.

All important stuff, to be sure, but incidental to the most important thing to my mind: actually servicing the car. They could do a perfect job on that, but still get bad marks because they forgot to give you a courtesy call when your car was ready.
 
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