The J.D. Power Power Customer Service Index aims to measure customer satisfaction with service at a franchised dealers or independent service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. Survey respondents are asked to rate their service experience based on five different factors: service quality service facility, service initiation service advisor and vehicle pick-up, with J.D. Power then assigning each brand a relative score based on a 1,000 point scale.
Buick led the way among mass-market GM brands in the 2021 J.D. Power Power Customer Service Index, achieving a score of 859 out of 1,000 and finishing in the runner-up position behind the BMW-owned MINI brand. GMC was ranked fourth overall with a score of 856, while Chevy was close behind in seventh with a score of 851. The segment average among mass-market brands in this study was 843. Some brands that fell below this average include Mazda, Hyundai, Ford, Chrysler, Jeep, Dodge and Ram.
As for luxury brands, Cadillac was fourth overall with a score 883. Porsche led the way among luxury brands with a score of 899, followed by Lexus in second and Infiniti in third. The segment average for luxury brands was 870.
J.D. Power says that repairing a customer’s vehicle right the first time when there is an issue with it is key to maintaining high levels of customer satisfaction for dealerships and service facilities.
“Completing work right the first time, as well as focusing on customers’ needs, play significant roles in satisfaction—and dealers are nailing these key performance indicators nearly 100% of the time,” said Chris Sutton, vice president of automotive retail at J.D. Power. “By continuing to provide an exceptional service experience, dealers have an opportunity to seize an even greater share of the market.”
Dealers can also increase their overall customer satisfaction by making the task of dropping a vehicle off for maintenance or service easier for the customer, J.D. Power added.
“It’s notable, too, that while service was less frequent in 2020, customers responded very well to convenience services such as vehicle pick-up and drop-off at their home,” Sutton said.