Dealers continue to battle with ongoing capacity challenges as the average number of days that customers must wait for an appointment is longer than was tracked from 2018 to 2022, and only nominally better than 2023 and 2024. Addressing this—and other opportunities—could improve service satisfaction and increase loyalty to dealerships, according to the J.D. Power 2025 U.S. CSI study.

Porsche ranks highest in satisfaction with dealer service among premium brands with a score of 912. Lexus (900) ranks second and Cadillac (888) ranks third.

Subaru ranks highest in satisfaction with dealer service among mass market brands with a score of 896. MINI (888) ranks second and Honda (881) ranks third.

Subaru (886) ranks highest in the mass market car segment, followed by Honda (879) and MINI (879).

Subaru ranks highest among mass market SUVs/minivans with a score of 897. Honda (884) ranks second and Buick (878) ranks third.

Porsche ranks highest in the premium car segment with a score of 906, followed by Lexus (891) and BMW (887).

Porsche ranks highest in the premium SUV segment with a score of 917. Lexus (902) ranks second and Cadillac (891) ranks third.

Chevrolet ranks highest in the truck segment with a score of 877. GMC (876) ranks second and Nissan (873) ranks third.

“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,” said John Tenerovich, director of automotive retail at J.D. Power. “This phenomenon proves true across all service types—oil changes, repair, tires and brakes. 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 finds that customer satisfaction with the service of electrified vehicles—both battery-electric (BEV) and plug-in hybrid (PHEV) vehicles—continues to trail satisfaction among owners of internal combustion engine (ICE) vehicles by a wide margin. Satisfaction (on a 1,000-point scale) among mass market BEV owners is 51 points lower than among owners of mass market ICE vehicles, and satisfaction among premium BEV owners is 57 points below that of premium ICE vehicle owners. The ongoing lack of well-trained EV technicians and frontline personnel is a key factor in the shortfall.