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.
2019 Buick LaCrosse
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.
Comments
For those who like to put the marque down, this is another feather in Buick’s cap!
Buick is GM’s best brand. I’d never drive Chevy and Cadillac design is now boring. Avenir is a hot trim and I how Buick doesn’t drop sedans.
Me and my wife have Buick cars i got 2016 lacrosse and she has 2016 regal turbo very happy with everything great cars keep it up
Do an article on JD power please.
Who owns them now ?
What is there influence is in the world ?
How do they get there information ?
How do they make their decisions ?
How come GM only ranks high with JD Power ?
China ?
JD Power is owned by XIO Group – a buyout firm with offices in Shanghai, Hong Kong and London. (Source: Wikipedia).
If porsche and lexus are the top 2 luxury brands, how is Cadillac a “close second?” Im no math wiz, but if 2 brands are ahead of you i think that makes you third. Also for Steve, Buick is NOT gm’s best brand, according to the article its Cadillac, Buick is the best non luxury brand.
Mini rated #2! Lol! You can’t be serious.
I have a Buick verano I really like this car I had Silverado before I don’t it .this car good on gas drives smooth. Very satisfied.
Agreed 100
wouldn’t you think GM would be proud of having one of their divisions in this standing for an AMERICAN car brand but NO
Happy to read this about the General, but don’t see the value of this information for the consumer. The ’16 LaCrosse we had was arguably the best vehicle we owned in 50 years! We traded it on a ’19 Acadia. I’m concerned now about going from from first place service to ‘also ran’. It’s the same dealer!