Buick owners are quite satisfied when it comes time to schedule service for their vehicle. The latest J.D. Power Customer Service Index study was published Thursday with Buick on top of the chart for mass-market brands.
Out of a possible 1,000 points, Buick scored the top spot with 857 points. It marks the third year in a row that the brand has come out on top. Mini placed second and Mitsubishi rounded the top three. Chevrolet placed fourth while GMC rounded out the top five.
Luxury brands were rated separately, which put Porsche and Lexus at the top with 893 and 881 points. Cadillac was a close second place with 880 points.
The study also overwhelmingly found that drivers are more likely to rate their service booking and experience more satisfactory if things are handled digitally. Booking appointments via the internet and communicating with dealers via text messages is highly preferred among every age group save for Pre-Boomers. However, not every brand has climbed aboard and still handles business the old fashioned way with phone calls and other means.
The survey found scores were 75 points higher among customers with an all-digital experience compared to those that completed their service with only analog methods. Satisfaction also increased when the department used tablets.
Of those surveyed, 34 percent said they prefer text message communication, but service departments only used this form of communication 9 percent of the time. Analysts said it’s an easy way for departments to boost satisfaction scores since the technology is already available and easy to use.
J.D. Power ranks brands based on five categories: service quality, service initiation, service advisor, service facility, and vehicle pick-up.