This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. Review our Privacy and Cookie Notice for more details.

Recall Incidence Rates and Service Satisfaction

Share This Page:

More than 51 million vehicles were recalled in 2015, roughly equal to 2014, according to the National Highway Traffic Safety Administration. The number of OEM recalls also peaked in 2015 to 975, up from 876 in 2014.

While findings of the 2016 Customer Service Index (CSI) Study show a slight decline in the percentage of service visits including recall work year over year (14% in 2016 vs. 16% in 2015), customer satisfaction with recall service also declined during the same period (to 781 from 789, respectively). The satisfaction gap between recall and non-recall work is also widening: the overall CSI among customers with no recall work is 28 points higher than among those with recall work (809 vs. 781)—which is more than double the 13-point gap in 2015.