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.

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.