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Chevy Ranks Well In J.D. Power 2024 Customer Service Index Study

Chevy ranked above average in several categories in the J.D. Power 2024 U.S. Customer Service Index (CSI) Study, a report published in mid-March that details customers’ satisfaction with the repairs and other service provided by dealerships.

Chevy came in sixth overall among mass-market vehicle brands, behind first-place winner Buick and several other brands, specifically MINI, Subaru, Mitsubishi, and Honda.

Chevy performance in the CSI study.

With its score of 861 out of a possible 1,000 points, Chevy ranked much higher than the segment average of 848 points, indicating a significantly better-than-usual dealership service experience among Chevrolet owners. The score aggregates vehicle owner responses in five areas, including the quality of dealer service, the service advisor, pick-up of the vehicle, how the client rates the facility itself, and “service initiation.”

While Chevy got a good ranking in the mass-market vehicle segment overall, it performed better with service ratings specifically for trucks. In this case it placed second with 856 points, surpassed only by Nissan’s 873 points. It took fourth place in service rating for mass-market SUVs and minivans, and fourth in mass-market cars – in both cases ranking significantly above the segment average.

Chevy truck performance in the CSI Study.

The Bow Tie’s good dealership customer service rating continues a trend seen over the past several years. Chevy vehicles placed seventh in the mass market segment in 2021, but still beat the segment average by eight points. The brand rose to sixth place in 2022 and held that position in 2023. In all cases, it was well above the average and outperformed other major automotive brands like Ford and Toyota.

Notably, customer service experience is improving across the board, though wait times both to bring a vehicle in for repairs and during the repair itself are rising sharply. J.D. Power vice president of automotive retail Chris Sutton remarked that “capacity and wait time issues have gotten progressively worse since the pandemic and show no immediate signs of easing up.”

The Chevy logo.

J.D. Power conducts the CSI study by surveying vehicle owners and lessees who drive vehicles one to three years old from the respective brands. To determine the 2024 winners, the market research firm used data from 64,781 vehicle users confirmed as such by registrations.

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