For the fifth year in a row, vehicle service customer satisfaction has improved across the auto industry, according to the latest study by U.S. market research firm J.D. Power. However, as the coronavirus crisis continues to interrupt global supply chains, car dealers’ ability to meet customer expectations for prompt service and repairs will be undermined.
The study measures satisfaction with service for maintenance or repair work, providing a numerical index ranking of the highest-performing car brands. Five criteria are taken into consideration: service quality, service initiation, service advisor, service facility and vehicle pick-up. More than 57,000 owners and lessees of 2017 to 2019 model-year vehicles in the U.S. have been surveyed.
Once again, it’s safe to assume the results would be similar in Canada. You’ll also notice that the top 10 is exclusively made up of luxury brands. As for mainstream brands, Chevrolet, GMC, Mitsubishi, Toyota and Nissan—in that order—lead the way in 2020.