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Buick Tops J.D. Power 2024 U.S. Customer Service Index Study

Buick achieved the highest rating for customer service out of the mass market automobile brands included in the J.D. Power 2024 U.S. Customer Service Index (CSI) study, the results of which were published this week.

Zooming in on specific sectors of the mass market, Buick also rated first for mass-market utility vehicles and minivans, according to J.D. Power, while another GM brand, Cadillac, placed third among luxury vehicle brands.

Buick first-place rating in the CSI Study.

Via J.D. Power

Buick has a score of 887 points out of a possible 1,000 points in customer service satisfaction, the study indicates. The study uses satisfaction scores across five categories of service to reach a final ranking for each brand. Customer satisfaction is measured in the areas of the quality of service, the performance of service advisors, pick-up of the vehicle, the service facility itself, and “service initiation.”

Buick has scored well in the service satisfaction study in recent years. For 2023, Buick placed third after Mitsubishi and Mazda – while its 887 score in 2024 is notable above Mitsubishi’s 2023 winning score of 884. The Tri-Shield brand took second place in 2022 and occupied a similar position near the top of mass-market vehicle brands in 2021.

Buick first-place ranking among Mass Market SUVs/Minivans.

Via J.D. Power

The study showed customer satisfaction with service is increasing across the board, with an average satisfaction of 851, five points higher year-over-year. However, wait times for service and the amount of time spent at the dealership getting a vehicle fixed both continue to rise.

J.D. Power automotive retail VP Chris Sutton remarks that “unfortunately, the capacity and wait time issues have gotten progressively worse since the pandemic and show no immediate signs of easing up.” Appointments now involve waiting more than 5 days on average, while time at the dealership is up 30 percent since 2022 and cost for typical mass-market vehicle service is up to $140 from the $125 average in 2023.

Front entrance of a Buick dealership.

The study used information from “64,781 verified registered owners and lessees” to determine the levels of customer service satisfaction for each brand, collecting responses from August through December 2023.

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Comments

  1. Great job Buick keep it up 💪👍😆

    Reply
  2. Do do like my LaCrosse much better than my ATS that I had. Buick > Cadillac

    Reply
  3. I got my first Buick (TourX) this year, and I couldn’t be happier. It is an outstanding automobile. I have noted for years how Buick has been rated highly in many surveys, and it is good to see them win this one.

    Reply
  4. Congrats to Buick. Now if they could just figure out how to build a couple sedans and do a quick last second re-design of the new Enclave, Buick would be on fire. And in a good way!

    Reply
    1. As long as we’re asking, how about a convertible? I know, I know…bean counters. Halo cars give cachet to a brand. Say what you may but I love my Cascada and it’s a very well built, solid, fun vehicle. Maybe a Camaro variant Riviera? OK, returning to reality.

      Reply
      1. Hey Jeff G, we can all dream can’t we? I think my ask for a couple sedans is as far-out as your ask for another convertible. So I will join you on that return to reality! haha.

        Reply

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