GMC scored solidly above average in the J.D. Power 2025 U.S. Customer Service Index (CSI) Study, showing that customers are generally quite satisfied with the quality of service – including both maintenance and repair – offered by Big Red dealerships.
GMC received an overall rating of 873 out of a possible 1,000 points in the Mass Market Brands segment, just below Chevy with an 875 rating and well above the segment average of 862 points.
Among specific vehicle types, GMC also rated above average in two categories. For the Mass Market SUVs and Minivans category, GMC got a customer service satisfaction rating of 870 versus the segment’s 864 average. For the Trucks category, GMC placed second with an 876 ranking, a hair behind first-place Chevrolet’s 877 rating. The average for trucks is 861, and customers were more satisfied with Big Red’s dealership truck service than with the well-regarded Toyota and Nissan.
The positive rating is part of a longer-term trend enjoyed by the brand. GMC also rated well for customer satisfaction with its dealership repair and maintenance service in the 2023 J.D. Power study. At that time, it was about 11 points above average, but 20 points lower than its 2025 study score. This appears to point to the brand not only consistently performing above average in service, but improving its performance significantly over a relatively short period.
As a background to these findings, dealer service for the typical brand in the U.S. currently shows long wait times and a fair number of communications failures according to J.D. Power. Approximately 12 percent of problems are currently being fixed incorrectly the first time a vehicle is brought in for service related to a specific issue.
J.D. retail director John Tenerovich said the findings also revealed that “while complimentary maintenance programs drive strong retention, the level of intent to return for actual customer-paid service depends on the service experience delivered by the dealer.”
The study combines customer ratings of various facets of service, including “service quality; service advisor; vehicle pick-up; service facility; and service initiation” performance by the dealerships in question. The study was fielded for the entire second half of 2024 and collected the feedback of 55,210 owners with vehicles up to three years old.
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