The latest J.D. Power study shows that Audi tops in customer satisfaction with dealer service among luxury brands, while Mini ranks highest among mainstream brands.
The latest J.D. Power 2016 US Customer Service Index study measured customer satisfaction with service at a franchised dealer for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles. Audi ranked highest among luxury brands, with a score of 874 on a 1,000-point scale, followed by Lexus (869), Cadillac (863), Mercedes-Benz (857) and Jaguar and Lincoln in a tie (856 each). BMW’s Mini brand managed to top the satisfaction index of the mass-market badges, with a score of 858. Rounding out the top five mass market names in the ranking are Buick (849), GMC (830), Chevrolet (818) and Hyundai (814).
The study also pointed out customer satisfaction with dealer service related to an automotive recall declined for the first time in six years. The drop in satisfaction this year, which comes on the heels of a record number of recalls, stems from customers feeling that dealers do not give the same level of attention to recall work as they do to non-recall maintenance and repairs. As more than 51 million vehicles were involved in safety campaigns in 2015, according to the National Highway Traffic Safety Administration, customer satisfaction with recall service fell to 781 in 2016, down from 789 in last year. In comparison, satisfaction among customers with non-recall servicing averages 809 in 2016.
Via J.D. Power