The increasing volume of battery electric vehicles being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, resulting in a year-over-year decline in scores for the first time in 28 years. According to the recent J.D. Power 2023 U.S. Customer Service Index (CSI) Study, satisfaction with the service experience declined 2 points to 846 (on a 1,000-point scale) in this year’s study.

Customer service satisfaction among owners of battery EVs is 42 points lower than among owners of internal combustion engine (ICE) vehicles. A leading factor is that recall rates are more than double for EVs than their gas/diesel counterparts. Additionally, service advisor knowledge continues to be a major satisfaction issue among EV owners who provide a rating of 8.01 (on a 10-point scale) compared with 8.59 among owners of ICE vehicles.

“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said Chris Sutton, a vice president at J.D. Power. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors and technicians evolve,

EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles—but we’re not seeing the benefits yet.”

Lexus ranks highest in satisfaction with dealer service among all brands for a second consecutive year, with a score of 900. Porsche (880) ranks second in the premium segment, followed by Cadillac (879) and Infiniti (878).

Mitsubishi ranks highest in satisfaction with dealer service among mass market brands for the first time, with a score of 884. Mazda (870) ranks second and Buick (867) ranks third.

“A truck is not a car, and the vehicle needs are going to be different,” Sutton said. “Each vehicle segment has a unique service experience based on customer preferences, demographics and vehicle use, wear and tear, so it’s appropriate to recognize the different journeys that car, SUV and truck customers have in the service experience.”

Among premium cars, Lexus ranks highest (902), followed by Porsche (880) and Infiniti (878).

Among premium SUVs, Lexus (900) ranks highest. Cadillac and Porsche rank second in a tie, each with a score of 880.

Nissan (886) ranks highest in satisfaction among truck brands with a score of 886. Chevrolet (851) ranks second and GMC (843) ranks third.

In the mass market car segment, Subaru ranks highest (866). Mazda (863) ranks second and Honda (855) ranks third.

Mitsubishi ranks highest among mass market SUVs/minivans with a score of 884. Mazda (872) ranks second and Buick (867) ranks third.

The 2023 U.S. Customer Service Index (CSI) Study is based on responses from 64,248 verified registered owners and lessees of 2020 to 2022 model-year vehicles. J.D. Power goes to great lengths to ensure that survey respondents are true owners of the brand they are representing. The study was fielded from August through December 2022.