Customer service has improved for five years in a run. At least, this is what famed market researchers J.D. Power says. The satisfaction numbers will likely go down in 2021 as the pandemic continues to impact supply chains providing parts to fix cars. There may also be fewer staff members because there is less traffic on the road and in the dealerships, which could mean longer waits.
Nonetheless, 2020 is in the books and here’s what customers said in surveys about repairs and maintenance of their vehicles by the dealers. One thing is noticeable in this trend – all the manufacturers are exclusively luxury brands. Below are the brand and point totals (1,000 is a perfect score) as voted on by 57,000 owners and lessees with 2017 to 2019 model year vehicles in the United States.
- Lexus: 889
- Cadillac: 882, Porsche: 882 (tie)
- Infinity: 875
- Lincoln: 872
- Mercedes-Benz: 865
- Buick: 861 (this is the company’s fourth year at the top of their category)
- Chevrolet: 852
- GMC: 847
- Mitsubishi: 846
- Toyota: 843
What does it mean?
This list does not cite the number of times vehicles were serviced, nor their cost or reliability. However, it is safe to say that those who take in their vehicle will be happier overall with their treatment than those whose brands were not on the list. This is because the shop successfully fixed the problem, and they did it within the promised time frame.