According to the 2013 J.D. Power and Associates Customer Service Index (CSI) Study, buyers of General Motors vehicles seem quite pleased with the quality of maintenance and repair service they receive from their local dealerships. When it came to mass market brands, it was GMC that topped them all; Buick came in third, and Mini finished second. Chevrolet followed right behind in fourth place. Volkswagen, Nissan, Hyundai and Honda rounded off the top eight, respectively.
Meanwhile, in the luxury category, Lexus barely edged Cadillac for the top spot, with a score of 862 points (out of 1,000) to Cadillac’s 858.
The scores are based on more than 91,000 owners and lessees of model-year 2008-2012 new vehicles who take their vehicle to the dealership for maintenance or repair work. From there, five areas of customer service are evaluated:Â service quality, service initiation, service advisory, service facility and vehicle pick up.
Comments
Coming from a dealership, that’s great to hear. Most people look forward to getting their vehicle serviced as much as they look forward to going to the dentist. To see the General’s 4 core brands outperforming almost all the competition is outstanding.
Good to see GM just owning the top.
Is anyone surprised to see where the Chrysler/Dodge brands landed?
Nice to see all those JapCrap brands in the below average section – well deserved, Toyota has been living on past glories for far too long.
Haha I kind of remember seeing one of these charts several years ago, and ALL GM brands were right where Scion – Dodge are placed here on this list. What an example of progress!
This is what makes the GMC brand profitable and relevant for those who think GMC should be dropped.
Strong dealer networks are an absolute. my guess is there will be more cleaning house.
There is a big difference between what this survey was evaluating and what I think people are interpreting from it. This survey says nothing about the vehicles. It is talking about the service experience. I had a MINI that rolled up thousands in repairs. They treated me like royalty and provided loaner cars but at the end of the day I paid handsomely to have that convenience and experience.
No thanks. I’ll take a car that doesn’t have the recalls and doesn’t need the repair service. I’ll take a car that doesn’t require me to use the dealer for routine maintenance.
I wish I was comfortable putting my latest purchasing experience to print on the internet. Suffice it to say, what happened to me (and apparently others) was very, very disturbing. The car is new and without a fault, but I’ve got every reason to fear taking it in to this dealership for service. I’ll leave it at that.