- Acura
- Alfa Romeo
- Aston Martin
- Audi
- Bentley
- BMW
- Buick
- Cadillac
- Chevrolet
- Chrysler
- Dodge
- Ferrari
- Fiat
- Ford
- Genesis
- GMC
- Honda
- Hyundai
- Infiniti
- Jaguar
- Jeep
- Kia
- Lamborghini
- Land Rover
- Lexus
- Lincoln
- Lotus
- Lucid
- Maserati
- Maybach
- Mazda
- McLaren
- Mercedes-Benz
- MINI
- Mitsubishi
- Nissan
- Pagani
- Porsche
- Ram
- Rivian
- Rolls-Royce
- SMART
- Subaru
- Tesla
- Toyota
- Volkswagen
- Volvo
These 10 Mass Market Brands Have the Best Dealership Customer Service
This year's J.D. Power 2024 U.S. Customer Service Index Study highlights a rebound in customer satisfaction regarding dealer service experiences. Despite this uptick, dealers are still contending with the aftermath of the pandemic—namely, part and labor shortages leading to extended wait times for service appointments. Chris Sutton from J.D. Power remarks on the persistent challenges since the pandemic, emphasizing that while service satisfaction is up, issues like capacity and longer waits are far from resolved. He expresses concern for battery electric vehicle (BEV) owners, excluding Tesla, who are facing underwhelming service experiences, exacerbated by a higher recall rate for BEVs and contributing to inconsistent experiences that need urgent attention.
The study also sheds light on the service experience gap for BEV owners, where there is a noticeable deficit in trust towards dealerships for complex repairs compared to owners of gas-powered and plug-in hybrid vehicles. The comprehensive study now in its 44th year, incorporates modern features such as valet service and mobile servicing, assessing satisfaction across five key aspects of service. While appointment wait times have risen, the study finds that customers are increasingly opting for aftermarket services for immediate appointments and convenience, surpassing cost as the primary factor. The incorporation of technology like text updates and visual inspection evidence significantly boosts customer satisfaction. However, spending per dealer visit has surged by 30% in two years, with non-Tesla BEV owners experiencing the lowest satisfaction, notably with recall services.
Of course, the best way to avoid any sort of dealership is service is to keep your vehicle well maintained.
This article was co-written using AI and was then heavily edited and optimized by our editorial team.