General Motors’ mass-market brand Chevy performed well in the recently published J.D. Power 2023 U.S. Customer Satisfaction (CSI) study, consistently ranking above average in several sections of the study.
The Bow Tie brand received a score of 853 out of 1,000 in the Mass Market Brand segment of J.D. Power’s most recent CSI report. This makes Chevy the sixth-highest ranked brand, coming in behind Mini, which scored one point better, and tied with GMC. The segment average stood at a score of 842, while Chrysler ranked last with a CSI score of 803.
In the Mass Market Cars segment, Chevy ranked fourth overall with a score of 854 out of 1,000. This puts the Bow Tie brand between Honda and Nissan, which scored 855 and 844, respectively. The segment average was 842, while Hyundai was ranked last with a score of 815.
In the Mass Market SUVs / Minivans segment, Chevy placed sixth overall with a score of 854 out of 1,000. Mitsubishi and Mazda placed first and second with CSI scores of 884 and 872, respectively. The average score was 843, where Hyundai ranked dead last with a score of 818.
Finally, Chevy ranked second overall in the Trucks segment with a score of 851 out of 1,000. This puts the Bow Tie brand between Nissan and GMC, scoring 886 and 843, respectively. The segment average was 838, while Ram was ranked last with a score of 823.
“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 reference, 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.