Side by side
Comparable, because nothing about the asking changed.
Both stores were rated on identical wording, an identical scale, in the same quarters. That is what makes putting them beside each other defensible at all.
Read the slopes before the gap. Different stores draw different customers. A level difference between two stores mixes how they behave with who chose to answer; a difference in direction over the same quarters is much harder to explain away. What this cannot tell you.
| Measure | BMW | Chevrolet | Gap |
|---|---|---|---|
| Service Conduct Index 0–100, latest closed quarter | — | — | — |
| Quarter-over-quarter change index points | — | — | — |
| Don't-know rate share who could not judge, % — lower is better | — | — | — |
| Respondents latest closed quarter — a sample size, not a score | — | — | — |
By dimension
| Dimension | BMW | Chevrolet | Gap |
|---|---|---|---|
| Responsiveness Whether you can reach someone who can help, and whether things happen when promised. | — | — | — |
| Transparency Whether what you were told about money turned out to be what you paid. | — | — | — |
| Integrity Whether commitments survived contact with an opportunity to break them. | — | — | — |
| Competence Whether the thing you came for was actually done, the first time. | — | — | — |
| Respect Whether you were treated the way anyone else would have been. | — | — | — |
Item by item
Means on the 0–10 answer scale.
| Item | Statement | BMW | Chevrolet | Gap |
|---|---|---|---|---|
| CAR-RESP1 | When I contacted this service department, I reached a person who could actually help me. | — | — | — |
| PRP-RESP1 | When I reported a problem, someone acknowledged it within a reasonable time. | — | — | — |
| HOM-RESP1 | They arrived within the appointment window I was given. | — | — | — |
| VET-RESP1 | When my animal needed to be seen urgently, I could get an appointment. | — | — | — |
| CAR-RESP2 | My vehicle was ready when they told me it would be ready. | — | — | — |
| PRP-RESP2 | Repairs were completed within the time I was told they would take. | — | — | — |
| HOM-RESP2 | When I called with a question afterwards, I reached someone who could help. | — | — | — |
| VET-RESP2 | I was kept updated on my animal's condition without having to chase. | — | — | — |
| CAR-TRAN1 | The final invoice matched the estimate I was given. | — | — | — |
| PRP-TRAN1 | Charges taken from my deposit or account were itemized and explained. | — | — | — |
| HOM-TRAN1 | The final invoice matched the quote I accepted. | — | — | — |
| VET-TRAN1 | The final bill matched the estimate I was given. | — | — | — |
| CAR-TRAN2 | Work I declined stayed declined. | — | — | — |
| PRP-TRAN2 | Fees beyond the rent were disclosed before I committed. | — | — | — |
| HOM-TRAN2 | Additional work was priced and agreed before it was started. | — | — | — |
| VET-TRAN2 | I was told what a treatment would cost before it was carried out. | — | — | — |
| CAR-INTG1 | The repairs they recommended were ones my vehicle actually needed. | — | — | — |
| PRP-INTG1 | Commitments made to me before I signed were honoured afterwards. | — | — | — |
| HOM-INTG1 | The work they recommended was work that needed doing. | — | — | — |
| VET-INTG1 | The treatments recommended were ones my animal needed. | — | — | — |
| CAR-INTG2 | I was not pressured into services I had not asked about. | — | — | — |
| PRP-INTG2 | Changes to my rent or terms came with enough notice to plan around. | — | — | — |
| HOM-INTG2 | I was not pressured into a larger job than the one I asked about. | — | — | — |
| VET-INTG2 | I was given a real choice, including the option to decline. | — | — | — |
| CAR-COMP1 | The problem I brought the vehicle in for was fixed. | — | — | — |
| PRP-COMP1 | Repairs were done properly rather than patched. | — | — | — |
| HOM-COMP1 | The problem I hired them for was resolved. | — | — | — |
| VET-COMP1 | My animal's problem was correctly identified. | — | — | — |
| CAR-COMP2 | I did not have to come back a second time for the same fault. | — | — | — |
| PRP-COMP2 | I did not have to report the same problem repeatedly. | — | — | — |
| HOM-COMP2 | I did not have to call them back for the same fault. | — | — | — |
| VET-COMP2 | I did not have to return repeatedly for the same unresolved problem. | — | — | — |
| CAR-RSPT1 | I was treated the way I believe any other customer would have been treated. | — | — | — |
| PRP-RSPT1 | I was treated the way I believe any other tenant would have been treated. | — | — | — |
| HOM-RSPT1 | I was treated the way I believe any other customer would have been treated. | — | — | — |
| VET-RSPT1 | I was treated the way I believe any other client would have been treated. | — | — | — |
| CAR-RSPT2 | My questions about the work were answered without condescension. | — | — | — |
| PRP-RSPT2 | Entry to my home was arranged with proper notice. | — | — | — |
| HOM-RSPT2 | They left my home as they found it. | — | — | — |
| VET-RSPT2 | My questions were answered without condescension. | — | — | — |
Item gaps are shown in index points (difference × 10). Don't-know rates: — and — respectively.