Chevrolet Ranks Well In J.D. Power 2022 U.S. Customer Satisfaction Index
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Chevrolet ranked well in the recently published J.D. Power 2022 U.S. Customer Satisfaction Index (CSI), finishing above the segment average and beating close rivals like Ford and Volkswagen.
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 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 852 out of a possible 1,000, Chevrolet was the sixth-best mass-market brand in this study, beating the industry average of 844. BMW-owned compact car brand MINI was first with a score of 873, while fellow GM brand Buick was second and Mazda was third. Japanese automaker Mitsubishi was fourth with a score of 854. Popular, well-known brands like Hyundai, Ford and Volkswagen were all below the industry average this year.
This year’s J.D. Power CSI accounted for new contactless pickup and payment methods that were introduced amid the COVID-19 pandemic. J.D. Power found that most service customers didn’t use these new contactless methods, with only 6 percent of premium and 1 percent of mass-market customers taking advantage of them. 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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This definitely isn’t true. Cheap hardly efficient virtually runs on luck every time
this is good news . . . but does anyone really look at these rankings? I don’t. For starters it seems like there are a zillion of these rankings that it’s hard to differentiate between – jb powers, kbb, cr . . . . And one year it’s this ranking, the next year they are at some other spot and the following year they back to the prior ranking.
tmw: This is just my thoughts based on training that I’ve done with JDP over the years (with GM and now Volvo). The main difference is that JDP is solely about numbers. All the different surveys they do are all compiled with results from the actual owners of those vehicles. I know that I personally have gotten some of these survey’s in the mail (years back) and now via email. I know they were all long and quite comprehensive. The results are all numbers driven. Now compare that to CR or some of the others. They (CR) take results only from subscribers of the magazine along with results of their own testing. The problem there is no matter how hard they try, the subjective side shows up and bias will be there. I’m not sure about some of the others, but I tend to trust the numbers compiled by JDP over anything else. Hope that helps.
Thanks Dan. I am not doubting the validity of the surveys just asking do folks – average Joe Smoe – look at them or really care. Again for me there are too many that often contradict each other. They also seem more of a market tool than a source of info that customers can use. Just my 2 cents.
I’ve heard that Mary Barra (GM CEO) stops by dealerships after work and talks with customers who are buying GM vehicles. It shows she really cares what customers think. When the CEO cares, it shows in the rest of the company
She doesn’t care what customers want, she builds what the government wants.
Yea? Where you get that idea? If she did that, GM would go out of business
I went to test drive a Veloster N at a Hyundai dealership last weekend, and realized how much better GM’s warranty and customer service is. The Hyundai dealer only offers free oil changes for 6 months while GM gave me 2 years. Hyundai has the same 5 year drivetrain warranty but only covers 60,000km, while GM gave me 5 years 100,000km. Hyundai had no bumper to bumper warranty while GM gave me 3 years of bumper to bumper warranty.
Not only warranty, the sales manager at the Hyundai dealer was walking around acting like a big shot. While the manager at the GM dealer treated people with respect and humility.
Looking back, I’m happy I bought a Chevy.
This is ALL inaccurate. Hyundai gives you a maintenance plan for 3 years, 36,000 miles. Their bumper to bumper is 5 years / 60,000 miles, vs. GM’s 3 years / 36,000 miles. General Motors CUT their 5 year / 100,000 mile powertrain warranty back to 5 years / 60,000 miles in 2019 across the board, while Hyundai has had their famous 10 year / 100,000 mile powertrain warranty for almost two decades! I have no idea how a car person could get EVERYTHING so wrong on the facts when you can easily look up this stuff on each company’s website. This person is either clueless of a liar.
Just wait until GM only builds EV’s. Customers will disappear.
Talk to Elon Musk, I’m sure he’d disagree. But I do agree they should build both gas and electric.
Predictably, the Stellantis brands are on the bottom. My wife loves her 2021 RAM but uses an independent shop for maintenance because the RAM dealership was clueless.
These satisfaction rankings are all over the place. Sometimes I wonder if it’s just the highest bidder…
I’ve had a really good experience with GM/Chevy so far. Bought a 2019 Camaro 1LT, there were a few issues (cosmetic) that they fixed under warranty and gave me a free rental, had all my oil changes for free for 2 years, and the drive train has been great.
I think Marry Bara has done a great job with GM. The 6th gen Camaro and 8th gen Corvette were both made under her management. The C8 Vette has been a wild success. The 6th gen Camaro’s are one of the best handling sports cars ever made, but because of poor marketing the sales didnt do very well, but in terms of performance its one of the best bangs for you buck.
As a GM/Chevy customer, I am very happy so far. I’m not a fan of this whole BEV push, but besides that I’m happy.