J.D. Power recently released the results of its 2020 Customer Service Index, and Buick is once again at the top spot for the fourth year in a row.
“Buick ranks highest in satisfaction with dealer service among mass market brands for a fourth consecutive year, with a score of 861,” J.D. Powers states in a press release. Scores are based on a possible 1,000-point scale.
Meanwhile, Chevrolet scored 852, securing a second-place finish in the study behind Buick, while GMC placed third with a score of 847. Mitsubishi and Toyota scored fourth and fifth, with scores of 846 and 843, respectively.
Meanwhile, in the luxury brand category, Cadillac managed a second-place finish. Stay tuned, as we will have additional information on the luxury brand rankings posted soon.
The study also indicated that overall customer satisfaction increased for the fifth consecutive year, now up to an average score of 837.
The various scores are based on responses from 71,286 verified registered owners and lessees of 2017 to 2019 model-year vehicles, which examined customer satisfaction with regard to repair service and maintenance at new-vehicle dealerships. The study looked at factors such as service initiation, vehicle pick-up, the service facility, the service quality, and the service advisor.
The study was fielded from August through December of 2019.
As J.D. Power points out, the general rise in product quality can translate into less revenue for dealers, with lower warranty reimbursement and fewer repairs. However, customers are also keeping their vehicles longer, and instead focusing on vehicle maintenance.
“For service providers, both dealers and independents, this translates into a potential for increased business,” J.D. Power states. “To fully leverage this opportunity, is [sic] essential for service providers to understand the specific factors that impact vehicle service loyalty and customer retention.”
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Source: J.D. Power
Comments
Customer satisfaction is vital, so congratulations (again) to Buick!
From J.D. UnderPowers…
Who listens to them for the facts ?
As the article says, this is the 4th year in first for Buick. However, they have been at or near the top in this study for many years going way back. There is just no denying that Buick makes a great product and obviously does a great job with customer service too. Nice to read the top three were all GM. The 4th and 5th were Mitsubishi and Toyota: Hmm. Good showing for Toyota (I still don’t like them), but with all three customers that purchased a Mitsubishi, why are they not higher? haha.
In lux field: Caddy came in 2nd. Just a great showing by GM all around.
A shame then that after 2020 they won’t have a single vehicle I’m interested in. Such a waste!
I feel the same I wanted a 2020 Lacrosse to replace my 2010 but GM screwed me so I will not buy any other Buick because I don’t want a SUV and the rest of the Buick line are foreign made .It a shame how clueless these ceo’s are they are NOT interested in these comments