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.