GM dealerships performed well in the recently published J.D. Power 2022 Canada Customer Service Index Long-Term Study, which attempts to gauge the level of customer satisfaction with dealership service centers among owners of four- to six-year-old vehicles.
For this study, J.D. Power quizzed 8,605 Canadian owners of four- to six-year-old vehicles, asking them to rank their dealership’s service center on five different factors (listed in order of importance/weight): service quality, vehicle pick-up, service facility, service initiation and service advisor. This data was then used to award brand dealers a score based on a 1,000-point scale, with a higher score reflecting stronger average levels of customer satisfaction.
GM dealerships, which include Cadillac, Buick, GMC and Chevy storefronts, were ranked third overall in this study with a score of 818. Lexus dealers led the way with a score of 829, while Mercedes-Benz dealers were third with a score of 824. The average score in this study was 799, with many key GM rivals falling well below this threshold including Honda (797), Ford/Lincoln (794), Nissan (788) and Hyundai (784). Subaru was ranked dead last among the brands included in the study with a score of 780, while Stellantis dealers performed just as poorly, ranking second last with a near-identical score of 781.
J.D. Power researchers say the average level of customer satisfaction with dealership service centers increased year-over-year in Canada in 2022 as more consumers decided to complete repairs or maintenance that they had put off during the COVID-19 pandemic. While dealers are responding well to this influx of customers, researchers say they should remain wary of macroeconomic factors affecting other industries, such as worker shortages. Readers can view the full study at this link.
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Comments
I’m not arguing against the statistics, but I wonder if the results would show different scores if each division were separated. Perhaps Cadillac’s service differs from Chevrolet’s.
On my 2020 Equinox the radio was defective. After three radio replacements the service Dept. realized that a replacement radio needed to be re programed. Finley it worked after reprogram. Just wondering where GM gets there stats from?
I hope the Canadian dealers are better than the US dealers, I am sick of their tactics since the Pandemic, I am delaying my purchase until things get back to normal.
My Dealer New Roads in Newmarket is excellent ! I have dealt with them for years and they never let me down.
Unfortunately the dealer I WAS buying from decided to price gouge by adding to the MSRP on top of the BS paint and interior protectors that I don’t want and won’t pay for.
Ill drink 10 beers in a joyess ruckous when i can buy my car from the manufacturer instead of the stealership.