Buick Ranks High In J.D. Power 2023 U.S. Customer Service Index Study3
Buick, General Motors’ premium brand, performed quite well in the recently published J.D. Power 2023 U.S. Customer Service Index study.
The Tri-Shield brand received a score of 867 out of 1,000 in the Mass Market Brand section of J.D. Power’s most recent CSI report. This places Buick as the third-highest ranked brand, coming in behind Mitsubishi and Mazda in first and second with scores of 884 and 870, respectively. With a segment average of 842, Chrysler placed last with a CSI score of 803 out of 1,000.
In the Mass Market SUVs / Minivans section, Buick once again placed third overall with a score of 867. Mitsubishi and Mazda also placed first and second again with CSI scores of 884 and 872, respectively. The average score was 843 out of 1,000, while Hyundai ranked dead last with a score of 818.
“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said J.D. Power vice president of automotive retail Chris Sutton. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles – but we’re not seeing the benefits yet.”
For context, the J.D. Power U.S. CSI 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 American 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.
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I have encountered nothing but positive experiences at Buick dealerships, especially the (now rare) Buick-Only dealership I grew up near (Garber Buick in Saginaw, MI). I believe Garber has been with Buick since near the beginning, possibly even pre-dating General Motors ownership. Over the years, I have even taken non-Buick vehicles requiring dealer service to Garber. These nice comments absolutely CANNOT be said about just about every other “stealership” I’ve interacted with over the years.