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Customer satisfaction with the dealer service experience is strong for a second consecutive year. However, long wait times for appointments, communication shortfalls and gaps in fixing vehicles correctly limit the industry’s progress. These are the findings of the J.D. Power 2025 U.S. Customer Service Index(CSI) StudySM released today.
“While it’s no surprise that customers gravitate to operations that serve them well, the study clearly shows that good service leads to loyal customers,” said John Tenerovich, director of automotive retail at J.D. Power. “This phenomenon proves true across all service types – oil changes, repair, tires and brakes. While complimentary maintenance programs drive strong retention, the level of intent to return for actual customer-paid service depends on the service experience delivered by the dealer.”
Major Findings of the 2025 Study
- Fixed right first time: Surprisingly, 12% of repairs are not completed correctly on the first visit. The most common issues indicated by customers are that the work performed did not correct the problem (30%) and necessary parts were not available (28%). Among customers whose repairs were not completed correctly on the first visit, only 50% say they returned or planned to return to the dealership, while 5% resolved the issue by visiting an aftermarket service facility.
- Satisfaction improves when maintenance items combined with recalls: In an era when many customers are pressed for time, the opportunity to combine recall work with maintenance work results in improved satisfaction. For example, satisfaction among owners of mass market vehicles averages 829 for a recall service, but when the recall service is combined with an oil change, satisfaction improves to 858.
- Communication helps deliver satisfying service experience: Among the 10 most influential key performance indicators measured in the study, four are communication-related: completely focusing on customer needs; keeping the customer informed of service status; service advisor immediately meeting with customer upon arrival; and contacting the customer after service to ensure satisfaction. Greeting customers immediately upon arrival occurs least often and is only completed half the time.
- Trust in service personnel and overall service varies by generation: Owners of both premium and mass market vehicles have high levels of trust in their dealer’s service expertise, but it varies significantly by generation. While Boomers1 express a great deal of trust in dealer service, younger generations have progressively less trust in dealers, particularly among Gen Z. Among Boomers, the overall level of trust in their dealership is 6.24 (on a 7-point scale), followed by Gen X (5.95), Gen Y (5.89) and Gen Z (5.77). 1JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2007). [See Footnote Below]
The study also finds that customer satisfaction with the service of electrified vehicles, both battery-electric (BEV) and plug-in hybrid (PHEV) vehicles, continues to trail satisfaction among owners of internal combustion engine (ICE) vehicles by a wide margin. Satisfaction (on a 1000-point scale) among mass market BEV owners is 51 points lower than among owners of mass market ICE vehicles, and satisfaction among premium BEV owners is 57 points below that of premium ICE vehicle owners. “The ongoing lack of well-trained EV technicians and front-line personnel is a key factor in the shortfall,” J.D. Power said.
Highest-Ranking Brands and Segments
- Porsche ranks highest in satisfaction with dealer service among premium brands with a score of 912. Lexus (900) ranks second and Cadillac (888) ranks third.
- Subaru ranks highest in satisfaction with dealer service among mass market brands with a score of 896. MINI (888) ranks second and Honda (881) ranks third.
- Subaru (886) ranks highest in the mass market car segment, followed by Honda (879) and MINI (879).
- Subaru ranks highest among mass market SUVs/minivans with a score of 897. Honda (884) ranks second and Buick (878) ranks third.
- Porsche ranks highest in the premium car segment with a score of 906, followed by Lexus (891) and BMW (887).
- Porsche ranks highest in the premium SUV segment with a score of 917. Lexus (902) ranks second and Cadillac (891) ranks third.
- Chevrolet ranks highest in the truck segment with a score of 877. GMC (876) ranks second and Nissan (873) ranks third.
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The U.S. Customer Service Index (CSI) Study is now in its 45th year and has been redesigned for 2025. Along with traditional Voice of the Customer survey data, the study index now includes, for the first time, repair data drawn from individual in-dealership repairs. This repair information, secured from individual dealership service transactions, allows the study to offer an unprecedented level of granularity of both service quality and customer retention.
The study measures satisfaction with service at franchised dealer and aftermarket service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. It also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five measures comprising vehicle owner service experience data and actual repair data. These measures are (in order of importance): service quality; service advisor; vehicle pick-up; service facility; and service initiation. In 2023, model segment rankings were added to the study to differentiate between the service needs for cars, trucks, SUVs and minivans.
The 2025 study is based on responses from 55,210 verified registered owners and lessees of one- to three-year-old vehicles. JD Power goes to great lengths to ensure that survey respondents are true owners of the brand for which they are surveyed. The study was fielded from July through December 2024.
Inevitable Footnote
JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2007). EV technicians,
AutoInformed on
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn.
He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe.
Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap.
AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks.
Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.
J.D. Power – Dealer Service Satisfaction High, But…
Click for more.
Customer satisfaction with the dealer service experience is strong for a second consecutive year. However, long wait times for appointments, communication shortfalls and gaps in fixing vehicles correctly limit the industry’s progress. These are the findings of the J.D. Power 2025 U.S. Customer Service Index(CSI) StudySM released today.
“While it’s no surprise that customers gravitate to operations that serve them well, the study clearly shows that good service leads to loyal customers,” said John Tenerovich, director of automotive retail at J.D. Power. “This phenomenon proves true across all service types – oil changes, repair, tires and brakes. While complimentary maintenance programs drive strong retention, the level of intent to return for actual customer-paid service depends on the service experience delivered by the dealer.”
Major Findings of the 2025 Study
The study also finds that customer satisfaction with the service of electrified vehicles, both battery-electric (BEV) and plug-in hybrid (PHEV) vehicles, continues to trail satisfaction among owners of internal combustion engine (ICE) vehicles by a wide margin. Satisfaction (on a 1000-point scale) among mass market BEV owners is 51 points lower than among owners of mass market ICE vehicles, and satisfaction among premium BEV owners is 57 points below that of premium ICE vehicle owners. “The ongoing lack of well-trained EV technicians and front-line personnel is a key factor in the shortfall,” J.D. Power said.
Highest-Ranking Brands and Segments
Click for more.
The U.S. Customer Service Index (CSI) Study is now in its 45th year and has been redesigned for 2025. Along with traditional Voice of the Customer survey data, the study index now includes, for the first time, repair data drawn from individual in-dealership repairs. This repair information, secured from individual dealership service transactions, allows the study to offer an unprecedented level of granularity of both service quality and customer retention.
The study measures satisfaction with service at franchised dealer and aftermarket service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. It also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five measures comprising vehicle owner service experience data and actual repair data. These measures are (in order of importance): service quality; service advisor; vehicle pick-up; service facility; and service initiation. In 2023, model segment rankings were added to the study to differentiate between the service needs for cars, trucks, SUVs and minivans.
The 2025 study is based on responses from 55,210 verified registered owners and lessees of one- to three-year-old vehicles. JD Power goes to great lengths to ensure that survey respondents are true owners of the brand for which they are surveyed. The study was fielded from July through December 2024.
Inevitable Footnote
JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2007). EV technicians,
AutoInformed on
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn. He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe. Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap. AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks. Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.