General Motors’ crossover brand Buick performed well in the recently published J.D. Power 2022 U.S. Customer Satisfaction Index (CSI).
The J.D. Power U.S. Customer Service Index Study measures the average level of satisfaction with service for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. The American market research firm uses survey data to assign a numerical CSI score to automakers, which is based on the combined scores of five different measures: service quality, service advisor, vehicle pick up, service facility and service initiation. J.D. Power also introduced changes to this year’s study to account for emerging services like valet, remote vehicle servicing and online/smartphone app payment options.
With a CSI score of 872 out of a possible 1,000, Buick was the second-best mass-market brand in this study behind BMW-owned compact car brand MINI, which had a score of 873. Mazda slotted in just behind Buick with a score of 856, followed by Mitsubishi with a score of 854, while Japanese automaker Mitsubishi was fourth with a score of 854. The industry average among mass-market brands was 843, with popular brands like Mazda, Hyundai, Ford and Volkswagen coming in below this threshold.
J.D. Power found that service customers didn’t frequently use new contactless payment options that were introduced during the pandemic, with only 6 percent of premium and 1 percent of mass-market customers using these methods. That said, pick-up satisfaction is highest among those who used these options – indicating dealers would be smart to retain these services post-pandemic and encourage customers to take advantage of them, said Chris Sutton, vice president of automotive retail at J.D. Power.
“This is an example of a process some dealers may have put into place as a safety measure during the pandemic, but which they may want to keep in place, as customers find they like it more,” Sutton said.
Stellantis lagged heavily in this study, with its Ram, Chrysler and Jeep brands ranked last, second last and third last, respectively. Cadillac was second overall among premium brands behind Porsche.
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Comments
Buick needs Super Cruise!
Buick needs a sedan (or two). To keep the Malibu alive, GM must give Buick an upgraded version of the Malibu with of course different body work. Then Buick needs their version of the Cadillac CT5 and call it something of a nice Buick name from years ago. Doing this would give Buick two sedans while helping keep the lines for those cars open.
Well said. Buick should revive the sedan such as the regal.
The problem is the last time they sold the Regal in the U.S. nobody bought them. After the last refresh sales peaked at about 14k and dwindled down to 2k before they pulled it off the market and made it China-only.
@Why were…: The true problem was total lack of marketing and/or any promotion of the car. On top of that, the last Regal (or two) was/were built in Germany and shipped here as a Buick. I truly believe that a car like the Regal needs to be assembled in the USA and marketed as a true American car. That’s where building a Buick off the Malibu would be perfect. Buick could take the CT5 and put it’s “Buick” touches on it with different body panels and some changes to the interior. Then call it Super or Special.
You might very well be right, I’m probably just being overly pessimistic. I’m a glass-half-empty fella when it comes to the trend of car sales in the U.S. I can’t look at sales of the Accord/Civic and Corolla/Camry decrease every year over the last ~10 years and not think sedans are still on their way down.
But with gas shooting back up and nobody having a sub-$30k EV, you could very well be way right and I could be way wrong here.
I see your point. I’m the other where I tend to see it half full. lol. Yes, if gas prices stay high or go higher yet, you will be seeing a LOT of larger SUV’s and even some CUV’s sitting on lots much longer and with them being traded in on smaller or mid-sized cars again. This is what I’ve been harping about for so long now. I truly believe GM and Ford are totally shooting themselves in the foot by putting all the eggs in one basket.
I don’t care what anyone says. Even the newer (smaller) CUV’s don’t get and won’t get the same MPG’s as a smaller sedan can. It doesn’t matter how efficient they can make them. What they can’t change is the laws of physics. Pushing a box through the air will always use more energy than something more sleek.
They kept the same thing and kept warming over the same car with no changes but raising the prices. The last LaCrosse models were made for 3 years, and people get tired of the same thing every year. It worked for Volkswagen because they were cheap and economical. Buick was an upper range car, and had a smaller audience to choose from, and those people want cars to at least have a facelift every two or three years. Verano came out in 2012,lasted for 5 years and ceased to exist after 2017, and were killed off by GM. Regal’s last model were made for 3 years and dumped all together. Prior models were made for about 5 or 6 years, and were basically the same car with nothing changed. When your audience is small, you have to give them changes every few years to keep their interest. Buicks were and still are great vehicles, unfortunately there are very few people who want what GM doesn’t want to produce. There are NO coupes, NO convertibles, NO sedans. Many of us like sedans and coupes, and even a convwertible . We aren’t buying cars every three years like we did in the 60’s and 70’s because cars went from $3,000. to over $30,000. When we are paying that much, we don’t want what the manufacturer pushes onto us. They CAN make a sedan or a coupe. It involves making a few and making them available. It involves retooling, and they are more worried about their stockholders than they worry about their PAYING customers…….It’s all about BIGGER profits, BIGGER bonuses, and people on top keeping their high paying job by kissing up to the board of directors rather than listening to their customers who actually bring in those profits. I am 77 years old and don’t want to opwn an SUV or a crossover. I like coupes and sedans that ride comfortably and are trouble free.
I totally believe that you don’t want a SUV or crossover. But I think you’re overestimating the amount of people out there who are like you. My evidence of this is the fact that sedan sales have been down for about a decade in makes and models that are known as great sedans in the U.S. Especially the Accord and Civic from Honda and the Camry and Corolla from Toyota. Both are still on the market, but have seen decreasing sales over the last decade to the point that the CR-V and RAV-4 are the top-selling models from each company now.
Looking at VW, they just pulled the Passat from the U.S. market and I really think they’re about to do the same thing with the Arteon because they cannot get that thing to move off lots.
I’m not saying sedans are bad or that you’re wrong for wanting them, but I am saying there are fewer and fewer people out there each year who are like you in terms of sedan preference.
@Ronny Ruter and Why were trump…
Ronny, I won’t repeat what Why were Trump…. said because they said it quite well. He is right about the sales numbers of even the Accord/Civic/Camry/Corolla vs. the CRV and Rav4. I don’t like it either, but there are certainly benefits to the SUV/CUV’s over a sedan and when fuel prices are low, people “vote” with their money. And guess what? SUV/CUV’s are winning that war. However, this business is cyclical and things will revert back once again. Then what? High or very high fuel prices will knock the huge SUV/CUV off it’s throne sooner than later. Then what? You see my point. That’s why I’ve been and will keep saying that GM MUST keep some sedans in the mix. They must be ready to get more sedans into our market fast if needed.
Instead of them talking about killing the Malibu, they would be smart to utilize that car and plant for a nicer Buick (Regal??) model. Doing so would help push production at that facility, keep those workers there and give Chevy some breathing room on the Malibu. Then, like I said above, Buick should be using the CT5 with some revisions as a Buick Super or Special or something like that. Again, keeping sedans while keeping the plants operating. Then if/when things take a turn, GM will be more quick to respond.
I really wish it was an option on the Avenir trims!
You wouldn’t buy it anyways so what difference does it make?
Nice to see GMC also scored well.
Too Sad we , here in Brazil , do not have the option to buy Buicks and Cadillacs…..only have the always-the-same-cars BMW, Audi or Mercedes