Chevy trucks top the charts for customer satisfaction with the service offered by Bow Tie dealerships for the mass-market brand’s pickups, including the Chevy Silverado and Chevy Colorado, according to the freshly released J.D. Power 2025 U.S. Customer Service Index (CSI) Study.
J.D. Power research gives Chevrolet an 877 rating out of a possible 1,000 points for Chevy trucks service, putting it ahead of GMC with an 876 rating and Nissan with a rating of 873.
Chevy trucks service satisfaction is significantly above average according to the study, as the above chart shows. The segment average is 861, or 16 points lower than the Bow Tie’s rating. Rivals Ford and Ram are below the U.S. industry average. Chevrolet service overall also rated above average among Mass Market Brands (875 satisfaction versus 862 average), Mass Market Cars (873 satisfaction versus 859 average), and Mass Market SUVs (873 satisfaction versus 864 average).
Overall, then, customers are more satisfied than average with all of Chevrolet’s service, but most of all with that offered for Chevy trucks, where the Bow Tie surpasses all other current major brands.
The study looks at customer satisfaction with repair or maintenance carried out on the brand’s vehicles by authorized dealerships. It gathers data on customer satisfaction with five different facets of service carried out on vehicles one to three years old, whether leased or owned. These include the quality of service, the advisor’s competence, the ease of picking up the vehicle, the condition and quality of the service facility itself, and initiation of the repair or maintenance.
J.D. Power fielded the study in the second half of 2024 and collected feedback from 55,210 people who met the ownership or lease characteristics described above. The study revealed several other interesting points. These included that younger generations trust service departments less while Boomers have high trust in service personnel; 12 percent of repairs are carried out incorrectly the first time; and good communication is key to a positive service experience.
John Tenerovich, a J.D. Power director, 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.”
He also pointed out that “this phenomenon proves true across all service types – oil changes, repair, tires and brakes.”
Comments
The GM dealers in this region are a mixed bag; still hard to get departments to answer a call or return an email. They can’t blame Covid on this.
The RAM dealers are better at picking up the phones, but they’re always 2+ weeks out on service so I can see the low marks there.
GM dealer’s won’t pickup the phone because they don’t have enough technicians to get work in and out.
The Ford dealers are really busy fixing recalls patching them up and sending them back out.
The Chevrolet dealerships in our region are superb in service! My family has had great service experiences over the years with multiple Chevrolet trucks and vehicles. Their follow-up with warranty and parts has right on!
I put a new battery in my truck’s key fob but it still didn’t work. Dealer said I’d need to pay $250 for them to diagnose the problem, then what ever the cost was to actually fix the problem. I’ll never set foot in their building again even if they were giving away new corvettes. Same dealer had a 10 grand mark up on a totally stripped two door pickup truck during COVID.
I got rid of my last 150 and ended up with a duramax. My last two f150’s leaked oil or coolant.. ford has made its ecoboost so cheap with lousy fasteners into the block for coolant and oil and super cheapo plastic valve covers and oil pans… both of my 150s came from kc plant.. lousy workmanship on the build.. both my 24 yukon and 25 slt are worlds better.. the fords got a few miles a gallon more than the yukon 5.3.. my ‘22 150 has five recalls on it.. i am sure ford will make it.
The truck is great but it never goes back to the dealer, except once for the airbag recall.
Lost the key fobs to a company Malibu. Dealers 3 miles away towed it one way and provided two new fobs for $650. That’s why I never return to the dealer except for warranty and recall work. Even on warranty work they want a diagnostic fee which the warranty doesn’t cover. No dice unless it’s a serious problem that I can’t figure out.