It’s a hard time for every business due to the ongoing pandemic, and the automotive sector in the United States is facing the same fate. Whether car owners visit a dealership service centre or avail repair and replacement services from independent car repair shops or Auto Care franchises, the biggest factor influencing the customer satisfaction index has always been completing the repair or replacement on the very first visit.
But with part suppliers’ shutdowns and the scarcity of genuine OEM parts for auto repair, these auto dealerships and car repair shops were dreading to lose their hard-earned reputation and loyal customer base. So, when J.D. Power released the 2021 U.S. Customer Service Index Study for Premium and Mass Market Brands and highlighted that the overall satisfaction actually increased to 847 (on a 1,000-point scale) from 837 in 2020, it surprised most.
The study, which was fielded from July 2020 through December 2020, is based on responses from over 60,000 verified registered owners of various automotive brands sold in the United States. The customer dealer-service satisfaction index measured these brands on five parameters (in order of importance), which are: service quality (29%), service facility (19%), service initiation (18%), service advisor (18%), and vehicle pick-up (16%).
So, here are the best Luxury car brands and Mass market auto brands in USA in overall customer satisfaction in after-sale service in 2021:
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Top Automative Brand In Customer Satisfaction
J.D. Power 2021 U.S. Customer Service Index Study for Premium & Mass Market Brands
In the premium brand segment, Porsche tops the list with 899 points, followed by Lexus with 895 points, and Infiniti securing the third place with 887 points. Comparing with last year’s J.D. Power 2020 U.S. CSI, where Lexus was the front-runner, we note that Porsche has done a fantastic job this year, jumping 2 places in the ranking.
The segment average this year was 870 points, and five luxury car brands—Porsche, Lexus, Infiniti, Cadillac, and Lincoln—were able to surpass it with their exemplary auto maintenance or repair work. Compared to last year (2020), where the segment average was 864 points and six luxury brands made the cut: Lexus, Cadillac, Porsche, Infiniti, Lincoln, and Mercedes-Benz,
|Rankings||J.D. Power 2021 U.S. CSI||J.D. Power 2020 U.S. CSI|
|1st||Porsche (899)||Lexus (889)|
|2nd||Lexus (895)||Cadillac (882)|
|3rd||Infiniti (887)||Porsche (882)|
|4th||Cadillac (883)||Infiniti (875)|
|5th||Lincoln (872)||Lincoln (872)|
|6th||Acura (867)||Mercedes-Benz (865)|
|7th||Mercedes-Benz (867)||Audi (861)|
|8th||BMW (866)||Acura (856)|
|9th||Genesis (864)||BMW (855)|
|10th||Volvo (863)||Volvo (852)|
|11th||Audi (862)||Genesis (834)|
|12th||Jaguar (853)||Jaguar (830)|
|13th||Land Rover (799)||Alfa Romeo (792)|
|14th||Alfa Romeo (797)||Land Rover (785)|
In the mass market car brands, MINI tops the list with 864 points in satisfaction with dealer service, followed by Buick with 859 points and Mitsubishi with 857 points. Comparing it to the J.D. Power 2020 U.S. CSI, MINI made a substantial jump of 6 places to rank highest this year, while Buick is the only brand to secure the top 3 spots both years.
The segment average this year was 843 points, and 10 mass market car brands (MINI, Buick, Mitsubishi, GMC, Kia, Nissan, Chevrolet, Honda, Toyota, and Subaru) were able to surpass it with their exemplary auto maintenance or repair work at the dealership service centre. Compared to last year (2020), where the segment average was 831 points and nine mass market brands made the cut: Buick, Chevrolet, GMC, Mitsubishi, Toyota, Nissan, MINI, Kia, and Subaru,
|U.S. Mass Market Car Brands |
Ranking in Customer Satisfaction
|J.D. Power 2021 U.S. CSI||J.D. Power 2020 U.S. CSI|
|1st||MINI (864)||Buick (861)|
|2nd||Buick (859)||Chevrolet (852)|
|3rd||Mitsubishi (857)||GMC (847)|
|4th||GMC (856)||Mitsubishi (846)|
|5th||Kia (855)||Toyota (843)|
|6th||Nissan (854)||Nissan (839)|
|7th||Chevrolet (851)||MINI (836)|
|8th||Honda (846)||Kia (835)|
|9th||Toyota (846)||Subaru (835)|
|10th||Subaru (843)||Mazda (828)|
|11th||Mazda (842)||Hyundai (825)|
|12th||Hyundai (840)||Volkswagen (825)|
|13th||Ford (833)||Honda (824)|
|14th||Dodge (824)||Ford (815)|
|15th||Volkswagen (823)||Chrysler (804)|
|16th||Jeep (820)||Dodge (804)|
|17th||Chrysler (818)||Ram (801)|
|18th||Ram (817)||Jeep (794)|
The Porsche and MINI’s jump to rank highest in their respective segments indicates that these brands were successful in incorporating remote assistance, online payment, and express service for both routine maintenance and emergency repair services. And Hence will remain the best car brands in customer satisfaction in the United States through 2021.