Lexus, Buick and Mini were the top of their category on the latest J.D. Power survey when it came to dealer service.
Lexus ranks highest in satisfaction with dealer service among premium brands for a third consecutive year, with a score of 897 out of 1,000. Porsche (894) ranks second and Cadillac (883) ranks third.
Additionally, Lexus ranks highest in the premium SUV segment for a second consecutive year, with a score of 898. Porsche (889) ranks second and Cadillac (882) ranks third.
Porsche (902) did rank as the highest in the premium car segment, followed by Infiniti (900) and Lexus (892).
Buick’s Reign
Buick ranks highest in satisfaction with dealer service among mass market brands with a score of 887, followed by Mini (884) in second and Subaru (877) third. And Buick ranks highest among mass market SUVs/minivans with a score of 887. Mitsubishi were tied for second with a score of 877.
In the mass market car segment, MINI (877) ranked highest, followed by Subaru (874) and Mazda (867).
Nissan ranks highest in the truck segment for a second consecutive year, with a score of 873. Chevrolet (856) ranks second and Toyota (855) ranks third.
CSI Study
The results were part of J.D. Powers 2024 U.S. Customer Service Index (CSI) Study based on responses from 64,781 verified registered owners and lessees of 2021 to 2023 model-year vehicles. The study was fielded from August through December 2023.
The survey found owners of mass market vehicles wait 5.2 days on average for an appointment at the dealer, up from 4.8 days in 2023. Owners of premium vehicles wait 5.4 days—slightly better than a year ago.
The average amount spent on a recent dealer service visit has risen 30% for owners of both premium and mass market vehicles over the past two years. And owners of premium vehicles pay an average of $380, up $66 from 2023, while owners of mass market vehicles pay $140, a year-over-year increase of $15.
The brand rankings were part of the CSI study that found three main issues consumers want improved: appointment wait times for mass market vehicles continue to increase; customers want prompt service appointments; and amount spent per dealer visit continues to climb.
