Best Car Brands 2021 in US Customer Service

It’s a hard time for every business due to ongoing Pandemic and the automotive sector in United States is facing the same fate. Whether Car owners visit a dealership Service center or avail repair & 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/Replacement on the very First time visit.

But with Part Suppliers shutdown and scarcity of genuine OEM Parts for auto repair, These Auto dealership 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 & Mass Market Brands and highlighted that the overall satisfaction actually increases to 847 (on a 1,000-point scale) from 837 of 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 5 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:

BEST AUTOMOTIVE BRAND IN CUSTOMER SATISFACTION | J.D. Power 2021 U.S. Customer Service Index Study For Premium & Mass Market Brands

Best Car Brands 2021 in U.S. Customer Service Satisfaction

In 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 last year, jumping 2 places in the ranking.

The segment average this year was 870 Points and 5 Luxury car brands: Porsche, Lexus, Infiniti, Cadillac and Lincoln were able to surpass it with their exemplary auto maintenance or repair work. Compared it to last year (2020), where the segment average was 864 Points and 6 Luxury brands made the cut: Lexus, Cadillac, Porsche, Infiniti, Lincoln and Mercedes-Benz.

U.S. Luxury Car Brands
Ranking in Customer Satisfaction
J.D. Power 2021 U.S. CSIJ.D. Power 2020 U.S. CSI
1stPorsche (899)Lexus (889)
2ndLexus (895)Cadillac (882)
3rdInfiniti (887)Porsche (882)
4thCadillac (883)Infiniti (875)
5thLincoln (872)Lincoln (872)
6thAcura (867)Mercedes-Benz (865)
7thMercedes-Benz (867)Audi (861)
8thBMW (866)Acura (856)
9thGenesis (864)BMW (855)
10thVolvo (863)Volvo (852)
11thAudi (862)Genesis (834)
12thJaguar (853)Jaguar (830)
13thLand Rover (799)Alfa Romeo (792)
14thAlfa 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 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 successful in securing the top 3 places both year.

The segment average this year was 843 Points and 10 Mass Market car brands: MINI, Buick, Mitsubishi, GMC, Kia, Nissan, Chevrolet, Honda, Toyota & Subaru were able to surpass it with their exemplary auto maintenance or repair work at the dealership service center. Compared it to last year (2020), where the segment average was 831 Points and 9 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. CSIJ.D. Power 2020 U.S. CSI
1stMINI (864)Buick (861)
2ndBuick (859)Chevrolet (852)
3rdMitsubishi (857)GMC (847)
4thGMC (856)Mitsubishi (846)
5thKia (855)Toyota (843)
6thNissan (854)Nissan (839)
7thChevrolet (851)MINI (836)
8thHonda (846)Kia (835)
9thToyota (846)Subaru (835)
10thSubaru (843)Mazda (828)
11thMazda (842)Hyundai (825)
12thHyundai (840)Volkswagen (825)
13thFord (833)Honda (824)
14thDodge (824)Ford (815)
15thVolkswagen (823)Chrysler (804)
16thJeep (820)Dodge (804)
17thChrysler (818)Ram (801)
18thRam (817)Jeep (794)
  Fiat (742)

The Porsche and MINI’s jump to rank highest in their respective segment indicates that these brands were successful in incorporating the remote assistance, online payment and express service for both routine maintenance and emergency repair services. And Hence will remain the best car brands 2021 in customer satisfaction in the United States.

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