For the second year in a row, Buick dominated J.D. Power’s Customer Service Index Study, beating out 20 mass-market brands in dealer service satisfaction. General Motors’ GMC and Chevrolet brands also ranked high, once again ranking third and fifth, respectively.
The study was conducted between November and December of last year and surveyed over 70,000 owners of 2010-2014 model year vehicles on their dealership experience for service or maintenance work. Buick managed to score 836 points on a 1,000-point scale in the annual study, while Mini closely trailed with 834 points.
“Superior reliability, quality and customer service is core to every model we bring to market,” said Buick vice president Duncan Aldred said in a statement. “Leading the market in service satisfaction demonstrates that we and our dealers continue to deliver on that commitment.”
According to Automotive News, the automotive industry collectively recalled more than 60 million vehicles last year, almost doubling the previous record. GM contributed 26.9 million vehicles to that sum, however thanks to its dealers, they were able to avoid falling through the ranks in the study.
“Recall visits were up for GM brands, but despite that, (dealers) were able to actually manage that volume of recalls very well,” J.D. power’s senior director of auto retail, said Mike Battaglia, told AN. “If they had not handled those well, the GM brands would have had a much more difficult time in CSI this year, but that was definitely not the case.”
Cadillac ranked fifth among the luxury brands, which are listed separately in the study. The brand topped the J.D. Power index last year, however recalls may have affected its ranking. AN also notes overall satisfaction in the luxury segment was down an average of 3 points this year, dropping from 855 to 852.