Chevrolet ranked dead last in the 2021 J.D. Power Customer Service Index (CSI) Study, which aims to gauge the level of satisfaction with various brands’ service centers among owners of one to three-year-old vehicles.
This study is based on the evaluations of 4,918 interviews with new-vehicle owners in Mexico that occurred approximately 12 to 36 months after they purchased a new vehicle. The study, which was fielded from May to September 2021, asked participants to evaluate their vehicle brand’s service center based on five metrics: service quality, service advisor, vehicle pick-up, service facility and service initiation. J.D. Power then used these owner responses to award each brand a score based on a 1,000 point scale, with a higher score reflecting a stronger performance.
Chevy earned a score of 813, placing it dead last among mass-market brands. While Chevy performed poorly in this study compared to competing brands, the points spread between last and first was relatively small. The best-performing brand, Mazda, earned a score of 874 – only 61 points higher than Chevy’s score. This appears to suggest that Chevy service centers could earn a much higher score by implementing minor changes to improve the customer’s experience.
Chevrolet Service
According to J.D. Power, automakers can easily earn a higher score in the CSI by using technology to help owners book service appointments. Using technology to keep the customer informed about the status of their vehicle throughout the service visit is also an important contributor to customer satisfaction.
“The pandemic pushed digital sales to the forefront and owners want to keep having a digital experience when servicing their vehicle,” said Gerardo Gomez, senior director and country manager at J.D. Power de Mexico. “Satisfaction is up and it could be even higher. Dealers taking to technology have an advantage with customer retention and loyalty. When mixing in attention to detail and hyper communicating with a customer throughout the entire service experience, you have a winning formula for high service satisfaction.”
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Comments
I just wanna say how happy I am we got a new governor in my state of Virginia, today is a good day. I hope everyone here has a good rest of the week.
and he did it without kissing trump’s ass. incredible.
Yup I’m happy I think he will do great things for my state. Have a good rest of your day brother.
And what’s better he didn’t kiss yours either.
On Day One, he promised to ban Critical Race Theory from being taught in our public schools!
Oh wait, CRT is not taught in any of our public schools. Keeping that promise should be easy.
What’s wrong with banning something from being taught? Do you live in Virginia yourself?
Thanks for your concern about my state paul I appreciate it. It’s nice to know others care. I think we are in good shape though, most of the residents of Virginia seem to be in high spirits and moral is high. If you are a resident of Virginia yourself then I hope our new governor does some things you like as well. Thanks again for your concern and I hope you have a good rest of your day and upcoming weekend.
Please tell me how you wheely (it’s a car site) feel after 4 years?
Last is last. Based on my experiences here in the US, while I probably wouldn’t rate my dealer’s service department “last”, they were a loooong way from great.
We deal with Fox Chevy in Caledonia Mi and they are the best.
Very sad to see. Looks like some factory initiated dealer refresher training is needed. Will be a challenge. Mexico is still a third world country.
My issue was with the arrogant sales manager who seemed to have better things to do than review my paperwork. I went back to pick up the lock lug and a customer was chewing him out for his rudeness. He was seriously the only issue I had during my buying experience. Sad one bad apple can ruin the whole bunch.
This mirrors my experience exactly. I’ve dealt with several service centers and I can honestly say not one of them was even marginally competent.
Seems right for a chevy dealer
This has to be bogus they have Jeep and forth lol
Why people love the wrangler.
I notice Mini Cooper and BMW are not on the list. My guess is MINI would be dead last.
This is what the Barra era at GM is all about. It is designed to sacrifice quality and market share in order to finance EVs few will buy. By the end of the year it looks as though Toyota will be the top automobile manufacturer in the US.
She needs a Billy box really bad. She has run GM into the ground again while making itself it own enemy ~ just like many of the other leaders of GM.
A electric Hummer is going to cost $114,000. How many of these are they going to sell that price tag?