GMC Ranks Well In J.D. Power 2022 U.S. Customer Satisfaction Index

GMC is doing a great job at providing its customers with aftersales maintenance and servicing, with the premium truck brand putting in a strong performance in the recently published J.D. Power 2022 U.S. Customer Satisfaction Index (CSI) study.

With a score of 853 out of a possible 1,000, GM’s premium truck brand was among the top five automakers with regard to customer satisfaction for servicing and aftersales.  BMW-owned compact car brand MINI was first in this study with a score of 873, while fellow GM brand Buick was second with a score of 872 and Mazda was third with a score of 856. Mitsubishi was fourth with a score of 854, while GMC rounded out the top five. GM brand Chevy was just behind GMC with a score of 852, as well.

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.

Importantly, 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. Pick-up satisfaction was highest among those who used these options, however, a strong indication that dealers would be smart to retain these services post-pandemic and encourage customers to take advantage of them, explained vice president of automotive retail at J.D. Power, Chris Sutton.

“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.

GMC handily beat rival truck brands in this study, as well, with the Stellantis-owned Ram brand ranking below average with a score of 836. Ford was also below average with a score of 840, putting it just barely ahead of Ram. All of GM’s brands performed well in this study, suggesting the automaker’s franchised dealers are doing a good job at keeping customers happy when they bring their vehicles in for repairs, maintenance or servicing.

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