American consumer research company J.D. Power recently released the results of the 2022 Mexico Customer Service Index Study, raking automotive brands in terms of customer satisfaction. Critically, GMC scored well in the latest study, ranking second in the Premium segment, just above the segment average.
Now in its seventh year, the J.D. Power Mexico Customer Service Index Study investigates the customer service experience for automotive brands based on survey responses from owners of one- to three-year-old vehicles (2019-, 2020-, and 2021-model-year vehicles). The latest 2022 study included evaluations from 5,429 new-vehicle owners who brought their vehicle to an authorized dealership for service in the last 12 months. The study was fielded between March and August of the 2022 calendar year.
The study focuses on five key metrics, which are weighted based on importance. These metrics include (weighted percentages listed in parentheses) service quality (25 percent), service advisor (21 percent), vehicle pick-up (19 percent), service facility (17 percent), and service initiation (16 percent).
Based on customer feedback, J.D. Power calculated an overall customer satisfaction score using a 1,000-point scale. The higher the score, the greater the overall customer service satisfaction. Just four brand were studied in the Premium segment, with GMC ranked second, scoring 892 points. Mercedes-Benz was the top-ranked premium brand with 903 points, while Audi was third with 888 points, and BMW fourth with 881 points. The Premium segment average was 891 points.
Key findings from the 2022 study include increased customer satisfaction when provided with details and explanations regarding services rendered, plus greater satisfaction among customers who visit dealers that provide amenities like snacks and Wi-Fi. Customer satisfaction also greatly increases when given an opportunity to choose the dates for service, while customer satisfaction can vary depending on the type of service performed (infotainment, HVAC, etc.).
Notably, Chevy ranked low in the 2022 Mexico Customer Satisfaction Index Study, slotting in at thirteenth among the 16 mass market brands studied with 824 points.
As for the J.D. Power 2022 U.S. Customer Satisfaction Index, GMC once again ranked well, scoring 853 points and placing among the top-five automakers in the Mass Market segment.
Source: J.D. Power