GMC performed relatively well in the recently published J.D. Power 2023 U.S. Customer Satisfaction (CSI) study, ranking above average in three sections of the study.
Big Red 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 GMC the sixth-highest ranked brand, tying with corporate-cousin Chevy and coming in two points above Nissan. The segment average stood at a score of 842, where Chrysler ranked last with a CSI score of 803.
In the Mass Market SUVs / Minivans segment, GMC placed fourth overall with a score of 865 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.
GMC ranked third overall in the Trucks segment with a score of 843 out of 1,000. This puts Big Red between Chevy and Toyota, scoring 851 and 839, respectively. The segment average was 838, where 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.
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