The survey was conducted based on the evaluations of the data obtained from 18,000 individuals in the United Kingdom who are the proud owners of Jaguar and have been using the vehicle for an average of two years. The details regarding the performance, design, comfort, quality, reliability, cost of ownership, economy and dealer service satisfaction were collected and rated. The data was split into model line –ups which depicted Jaguar XF’s rise of 15 places in just a span of 12 months.
There has been a steady rise in the owner satisfaction in the 2012 result, Jaguar was placed in the third position in the 2011 survey.
Chas Hallett, editor-in-chief, What Car?, commented: ‘This is a great accolade for everyone at Jaguar. This study shows that customers are really satisfied with their Jaguars, a hugely important feat for any car maker.’
Adrian Hallmark, Global Brand Director, Jaguar Cars, commented: ‘It’s tremendous to have such customer recognition of our commitment to delivering quality, technology and a world-class ownership experience. This is a huge accomplishment and a tremendous honour to achieve the Number One spot. Now we’re at this point, we will work with even greater energy to sustain this performance.’
Grant McPherson, Director of Operations, Jaguar Castle Bromwich, commented: ‘Every member of the Castle Bromwich team, including our suppliers, aims to exceed the expectations of our customers. This Award is fitting recognition of their outstanding efforts over the years. Quality is at the heart of the Jaguar manufacturing process and it’s encouraging to see we are headed in the right direction. We will continue to apply our focus on improvement and delivering premium quality products as we look ahead to the next Jaguar models to come onto the market, including the new XF Sportbrake and F-TYPE.’
The key factor in improving the likelihood to repurchase the same brand of the vehicle lies in achieving the service retention and loyalty towards its customers. The major drivers of service retention includes the following points: all of the work completed within the committed time, immediately able to speak to the service advisor, service provider completely focused on you and your needs, Jaguar has been able to achieve the customer satisfaction. Even in India,Jaguar continues to perform strongly, with an increase of over 140 per cent in Fiscal Year 2011/12.