For the fifth annual J.D Power Mexico Customer Service Index, Chevy was ranked well below average.
In the J.D. Power 2023 Mexico Customer Service Index, the Bow Tie brand scored 858 out of 1,000 in the overall rankings, placing it fourth from the bottom where Renault was placed. Toyota was ranked the highest with a 913 score, while rivals Dodge and Ford placed sixth and eleventh, respectively, with scores of 881 and 866, respectively.
It’s worth noting that the average industry score was 872.
“The service business in Mexico is extremely competitive with both authorized dealers and independent service shops vying for half of the marketplace,” J.D Power de Mexico Senior Director and Country Manager Gerardo Gomez was quoted as saying. “While satisfaction is similar among customers of both, customers who aren’t loyal to a particular provider emphasize that dealers and independent service shops must pay close attention to what matters most to get their business. Simple facility improvements or offering a mobile messaging app to schedule service appointments and alert customers of service completion can help with the acquisition and retention of customers.”
During J.D. Power’s collection of data for this study, the firm found several key areas that alluded to how well a given automaker would rank, including:
- Vehicle owners are more satisfied when alerted of needed service.
- An alert improves satisfaction by 28 points
- Satisfactions improves when scheduling an appointment via an app.
- Providing the option to schedule an appointment with a mobile app improves satisfaction by 25 points
- Offering transportation is important.
- Providing a means of transportation while a vehicle is worked on improves satisfaction by 32 points
- Several areas of improvement needed.
- Attentive service provider
- Available wireless internet
- Clean shop
- Complimentary snacks
For some background on how data is collected, J.D. Power looks at vehicles aged three- to 12-years old and measures an owner’s or lessee’s satisfaction at a franchised dealer or aftermarket service facilities for maintenance or repair work. To this end, the study examines five key measures, which include service quality, vehicle pick-up, service advisor, service initiation, and service facility.
The 2023 rendition of the J.D. Power Mexico Customer Service Index was based on 3,409 interviews conducted from October 2022 to February 2023.
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Comments
Every year you get less on new truck.no wi-FI .bucket seats are not comfortable for long distance.everything is a add on.
Too funny, yesterday’s article said it ranked high?
General Motors as well as other industries have fallen extremely short in, Quality, Quantity and Service. All three go hand in hand. And when just one suffers, they all suffer and it starts a trend. Something that stands out to me, that is so unfortunate, is the attitude and the will of the people Running and/or Managing these corporations. It seems to me personally, that along the huge line of people involved just don’t really care. As long as they are just getting by and even worse, HAVING the government giving handouts by the BILLIONS, just what type of incentive is that ? No one has to work hard at achieving any goals, and if goals aren’t meet, no problem, the government is there to give them an easy way out. Instead of being responsible for their actions, they are awarded. SO THERE YOU HAVE IT. INADEQUATE QUALITY, UNFINISHED AND SUBPAR QUANTITY, AND NO SERVICE OF ANY KIND. BUT YET THEY STILL WANT THE AMERICAN PEOPLE TO PAY ABOVE PREMIUM COST FOR THEIR PRODUCTS. Well, until the automotive industry corrects there wrong, they will suffer. And I say SO BE IT. THE AVERAGE AMERICAN cannot afford a $30-$40-$50-$70 Thousand dollar or higher vehicle, THAT IS JUST PLAIN OUT INSANITY, My parents bought their first home back in 1973 for $32,000 and had 30years to pay it off. Nowadays, a vehicle can cost the same amount or even twice that and you only get 6 maybe 7 years to pay it off. No one can afford a monthly payment well north of $1000 dollars. INSANITY I TELL YOU!!!!!!!
I bet it’s the amount of Chinese made Chevrolets that GM has sent to that country.
Absolutely correct, yet, full-sized trucks (Silverado, Suburban &Tahoe and their GMC counterparts), all made in North America, are not at all what they used to be in termos of quality and reliability.
I purchased a Chevy Blazer. Not happy with it because it has a noise in the rear and noise in front around cockpit area. Hate to take it to the Chevy dealer because have not had much luck taking vehicles for repairs. We have purchased Chevy, GMC, Oldsmobiles and Pontiacs over the years and had our fair share of issues with them. Out of all the vehicles GMC has by fair out matched rest of GM’s vehicles.
GENERAL MOTORS NEEDS TO BUILD ALL OF THERE VEHICLES RIGHT HERE IN THE UNITED STATES, OVER THE YEARS I HAVE NOTICED THE QUALITY OF GM VEHICLES GOING DOWN THE DRAIN FROM MEXICO AND CANADA. YOU GET A VEHICLE THATS 90-95% BUILT HERE WITH MATERIALS BUILT HERE YOU GET A MUCH MUCH BETTER QUALITY VEHICLE. I’VE ACTUALLY HAD CHEVYS AND THE ONE THAT WAS BUILT WITH FOREIGN MADE MATERIALS AND BUILT IN ANOTHER COUNTRY I WAS CONSTANTLY TAKING IT IN FOR SERVICE. BUT THE VEHICLE BUILT RIGHT HERE IN THE UNITED STATES WITH MATERIALS BUILT HERE AS WELL, I DID NOT HAVE TO EVER BRING IN WITH A PROBLEM. AMERICAN BUILT THERE STILL ARE A FEW PEOPLE IN THIS COUNTRY THAT HAVE THE AMERICAN SPIRIT AND PRIDE AND THAT IS WHAT MAKES A STRONG, RELIABLE PRODUCT. A CHEVROLET TRUCK. U. S. A.
Oh Chuck, you do realize how much more they would cost if they did that right? Instead of 60-80k for that trucks it would be 70-90k and even more complaining.
Also if you read the article it has nothing to do with US vehicles made in Mexico that US buyers purchase (ie the Blazer or Silverado made there). Previous studies have found zero difference in quality between vehicles made in Mexico versus the US. As a matter of fact the Mexico plants I’ve seen rank higher.
Finally, it’s pretty easy to lie to try and push ones view on others, so let me try. I’ve had 87 new vehicles, half made in the US and the other half in Mexico. The ones in the US have had a myriad of issues while the Mexico ones only needed gas, tires, oil and brakes. See how silly you sound?
Oh, and STOP TYPING IN ALL CAPS, ITS HURTS YOUR VIEW POINT. Like protesters who block the road, they actually hurt their cause by turning others off, that’s exactly what you did with your blatant lies and all caps star bangle banner speech…
“ To this end, the study examines five key measures, which include service quality, vehicle pick-up, service advisor, service initiation, and service facility”
Ok so the dealerships in Mexico need improvement