Skoda owners are so satisfied with their cars that Škoda is ranked second overall in the 2004 J. D. Power Customer Satisfaction Index, earning the Czech brand the Silver Award. With a CSI index of 85.2%, Škoda has moved up two places from 2003. Škoda has shown continuous improvement in satisfaction over the past four years, with an increase of 16 points over 2003.
The Škoda models included in the study ranked in the top 10, with family-segment Octavia ranked fourth among all models at 85.4%, and the supermini Fabia ranked seventh overall, at 85.1%. As the survey is of owners of two-year old cars Škoda’s newest model, the upper-medium segment Superb, is not yet included in the results.
In the survey, J. D. Power asked more than 23,000 customers to rank their ownership experience in four different areas – quality and reliability; vehicle appeal; ownership costs; and service satisfaction. Škoda scored in the top ten in every category, and is top among all makes in ownership costs.
Further evidence that Škoda owners love their cars is found in the survey. Asked if they would recommend their car to a friend, 98% say they would definitely or probably do so, and 95% would definitely or probably repurchase, both the highest scores in their categories.
In giving Škoda the Silver Award, What Car? Editor Rob Aherne said, "If any brand fancies a shot at the title, it’s Škoda. Don’t bet against an even more impressive showing from Škoda next year, either." And further, Rob commented, "The Škoda shows the other European car makers how to compete."
Chris Craft, Škoda Brand Director, responded, "The J. D. Power survey shows just how impressed our owners are with their Škodas, and with the service offered to them by our national network of retailers. We’re proud to receive the What Car? Silver Award on behalf of all of our retailers Škoda across Great Britain, and want to thank our customers for their fantastic loyalty."
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