Satisfaction Rises, Worries Persist

By Staff Writer March 11, 2020

Overall customer satisfaction has increased to 837 (on a 1,000-point scale), marking the fifth consecutive year of increasing satisfaction, according to the J.D. Power 2020 Customer Service Index (CSI) Study.

Buick ranks highest in satisfaction with dealer service among mass market brands for a fourth consecutive year, with a score of 861. Chevrolet (852) ranks second, followed by GMC (847), Mitsubishi (846) and Toyota (843).  Lexus ranks highest in satisfaction with dealer service among luxury brands, with a score of 889. Cadillac and Porsche rank second in a tie, each with a score of 882. Infiniti (875) ranks fourth and Lincoln (872) ranks fifth.

However, as the COVID-19 crisis unfolds, the ability to meet customer expectations for prompt service and repairs will be undermined.

“Automakers and dealers need to prioritize securing sources for their parts supplies or face the consequences of losing business,” said Chris Sutton, vice president of the U.S. automotive retail practice at J.D. Power.

“Customers will be initially understanding of coronavirus consequences, but shortages will continue well beyond the current public health crisis.”

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Last modified on Thursday, 19 March 2020 14:05

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