JD Power: Porsche and Mini take the lead in 2021 US Customer Service Index

On Thursday, the data experts at JD Power released the organization’s 2021 U.S. Customer Service Index – and both Porsche and Mini won in their respective segments. The industry study measures how satisfied one- to three-year owners and lessees are with franchised auto dealerships and independent repair shops. The good news is that dealers did a great job taking care of their customers last year.

Affected by the epidemic and various stay-at-home orders, the total service traffic in the automotive industry in 2020 was down about 6% from 2019. Because the mileage of car drivers was controlled by the virus, their demand for vehicle services was also controlled. Despite this, overall consumer satisfaction rose by 10 to 847 (out of 1000 points). This is the sixth consecutive year of increase in satisfaction. Chris Sutton, vice president of automotive retail at JD Power, said in a statement: "Getting the job done right the first time and paying attention to customer needs play an important role in satisfaction, and dealers are almost 100% able to accurately grasp these key performance indicators."

JD Power also rated mainstream auto brands on a 1,000-point scale. The final score is a combination of five separate indicators. In order of importance, they include service quality, service facilities, service start, service advisor and vehicle pick-up. Among premium brands, Porsche beat all competitors with a score of 899. It was followed by Lexus, Infiniti, Cadillac and Lincoln, which ranked just above the segment average. Jaguar, Land Rover and Alfa Romeo ranked at the bottom.

Among mass-market brands, Mini beat every other mainstream brand with a score of 864. Buick, Mitsubishi and GMC followed closely behind. Kia, Chevrolet, Honda and Toyota all ranked above average, though four Stellantis brands were in the bottom five. The scores show that Dodge, Jeep, Chrysler and Ram have more work to do.

The 2021 J.D. Power U.S. Customer Service Index findings are based on responses from nearly 63,000 verified owners and lessees of vehicles from model years 2018 through 2020.

From cnbeta