The repair and maintenance service offered by Buick dealers is good enough to win well above-average customer satisfaction, the recently published J.D. Power 2025 U.S. Customer Service Index (CSI) Study reveals.
Buick ranked fourth among Mass Market brands with its rating of 878 points out of a possible 1,000, J.D. Power reports, behind Subaru, MINI and Honda.
Buick dealership service also ranked third in the Mass Market SUVs and Minivans segment, once again with a score of 878. Only Subaru and Honda were ahead of the Tri-Shield brand in this category, which includes all of Buick’s crossover models. Last year, Buick won first place in the 2024 Customer Satisfaction Index study. At that time, it earned an 887 rating for itself, putting even this year’s top contenders in its rearview mirror as it raced to the top.
The average customer satisfaction rating for the U.S. mass-market vehicle sector was 862, giving Buick a robust 16-point lead over the typical dealer service. Among the SUVs and minivans brands the industry average was 864, or 14 points lower than the Tri-Shield brand’s rating.
Customer satisfaction with dealer service overall is improving despite some speed bumps on the way. The study points out that communications problems and lengthy waits for appointments continue to plague the industry. About 12 percent of first-time attempts to fix a problem fail, a surprisingly high number, though in more than a quarter of instances (28 percent) this was simply due to unavailability of parts rather than any failing on the dealership’s part.
John Tenerovich, retail director at J.D. Power, remarked that “while it’s no surprise that customers gravitate to operations that serve them well, the study clearly shows that good service leads to loyal customers.” About half of those who got unsatisfactory service sought assistance with their vehicle problems elsewhere. Tenerovich said “this phenomenon proves true across all service types – oil changes, repair, tires and brakes.”
The study used the responses from 55,210 people with a verified lease or ownership of a 1 to 3 year-old vehicle from the brands in question. The score is based on “service quality; service advisor; vehicle pick-up; service facility; and service initiation.” The study was active for the six months ending with December 2024.
Comments
Could be (and most likely is) the area that I live in – extra fast-growing, but I’m not seeing this. A month wait for an oil change is NOT even close to top-ranked.
I wouldn’t do business with a dealership that told me I had to wait a month for an oil change. Fast-growing area or not, that’s ridiculous.