Originally Posted by codprawn
I remember the JD Power survey often used to be won in the UK by Lada and Skoda - says it all really......
Well the main reason perceived “lower quality” car manufactures do so well in the JD Power results is because it is all to do with a car coming up to that customers expectations.
So you spend £7k on a Lada and there is a squeak from the window as you wind it up. Mr Customer thinks… hey ho what can I expect for £7k.
You spend £70k on a Merc and the window squeaks. Mr Customer goes into see the servicing manager. And any thing less than a 100% fix of the issue at the 1st attempt just adds to the lack of satisfaction.
For the same reason I spotted a while back that BMW series owners rated their satisfaction with the performance as low. Why ? Because they all got them with the 1.8 motor, and expected 3.2 performances?
It all boils down to things living up to their marketing.