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.”
Source: J.D. Power