The more things change, the more they stay the same. J.D. Power and Associates has released its report of customer satisfaction ratings for automotive service, and the survey’s winners were exactly the same as last year.
J.D. Power’s yearly customer satisfaction survey gave its top honors to Lexus, its best luxury brand, and Mini, its best mass-market brand. Mini received the accolades for the second year in a row, while Lexus has now taken home the trophy for four straight years.
The results come at the end of a year in which car buyers were increasingly happy with getting their cars serviced at the dealership. Satisfaction scores overall jumped 19 points for OEM dealers (on a 1000-point scale), while customers also said they were happier with dealer service than third-party competitors like quick lube and tire shop facilities. Dealers scored an average of 787 points, while third-party businesses scored 749 points.
Luxury Dealers: Average 835/1000
Luxury dealer service departments averaged a score of 835 out of 1000 this past year, and Lexus pulled out an 861 to snag first place. Not far behind: Cadillac (852), Jaguar (849), Acura (838), and Porsche (836).
For the most part, luxury dealers outscored their mass-market counterparts, with one exception: Land Rover. Land Rover scored a 796, 55 points less than Jaguar, and a handful of points lower than the top tier of mainstream dealers.
Mass-Market Dealers: Average 778/1000
Mass market dealers may have averaged 778 points out of 1000, but there were a handful of clear winners who easily dwarfed that number. First place went to Mini, with 809 points, just ahead of Buick (805) and GMC (803). Rounding out the top five were Chevrolet (801) and Hyundai (791).
Some great strides were made with two competitors: Nissan gained 41 points and Toyota gained 31 points in this year’s survey, although with respective scores of 774 and 766 points, both are below the industry average.
Two Takeaways: GM and Scheduled Maintenance Win
Is this a win for General Motors? Of course it is: all of its brands were in the top five for their respective categories. It’s also clearly better than competition at Ford Motor Company and the Chrysler Group. While Ford scored sixth place (with 786 points), Lincoln languished to also-ran status in the luxury competition; Chrysler, Ram, and Dodge were all below average in mass-market competition.
Also for consideration: scheduled maintenance is where many repeat customers are won. J.D. Power found that customers who visit their dealers for free scheduled maintenance were more likely to go to the dealer for service and maintenance after the period ended. Those plans were also behind a shift in appointments: scheduled maintenance now accounts for 72 percent of dealer visits, up from 63 percent last year.
Source: J.D. Power
|Customer Service Index Ranking||J.D. Power.com Power Circle Ratings|
|(Based on a 1,000-point scale)||For Consumers|
|Luxury Brand Average||835||3|
|Mass Market Brands|
|Mass Market Brand Average||778||3|
|Power Circle Ratings Legend:|
|5 – Among the best|
|4 – Better than most|
|3 – About average|
|2 – The rest|