Top 10 Worst Automakers in Customer Satisfaction for 2017: J.D. Power

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Top 10 Worst Automakers in Customer Satisfaction for 2017: J.D. Power

Not all customers are satisfied with their dealership experiences.

This year’s J.D. Power Customer Satisfaction Index (CSI) Study has been released, which measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of one- to five-year-old vehicles. This year, mass market brand average came in at 807 on a 1,000-point scale.

SEE ALSO: Top 10 Least Dependable Automakers of 2016: J.D. Power

Although overall customer service is up from 802 to 816, these automakers aren’t receiving high marks from their customers.

10. Hyundai

hyundai

Hyundai actually performed better than the mass market brand average with a score of 812, but that still lands the Korean automaker in the bottom 10 brands. It’s a sharp drop for Hyundai, which actually finished fifth among mass market brands in 2016 with a score of 814.


9. Honda

honda

Honda has consistently performed below average on the study, this year scoring 797. Last year, the Japanese automaker finished below the average of 797 with a score of 789.


8. Ford

ford

Like Honda, Ford continues to perform below average, this year scoring 796. It’s a slight improvement for the American automaker however, after finishing as the sixth-worst automaker last year with a score of 777.


7. Mitsubishi

mitsubishi

With a score of 793, Mitsubishi isn’t actually the worst Japanese automaker on the list. It does slightly improve since last year with a score of 785, but it actually drops in the rankings from eighth-worst because Scion was seventh and that brand no longer exists.


6. Chrysler

chrysler

If you’ve followed past J.D. Power CSI studies, you know the bottom five is normally reserved for Fiat Chrysler brands. This year is a bit different however, as Chrysler scored 785 to edge out the fifth-worst automaker. Last year, Chrysler was fifth worst with a score of 775.


5. Mazda

mazda

This year, Mazda is the worst Japanese automaker in the study, finishing with a score of 784. It’s a noticeable drop compared to last year, when Mazda scored 786, not too far off the mass market brand average of 797.


4. Dodge

dodge

Dodge stayed consistent as the fourth-worst automaker, finishing with a score of 771 in this year’s study. Last year, the American automaker scored 754.


3. Ram

ram

Ram improved from being the worst automaker last year with a score of 728 to being third worst with a score of 755. Unfortunately it’s not great news when Ram is simply beating out other Fiat-Chrysler brands.


2. Jeep

jeep

With a score of 753, Jeep finished second to last, just like it did last year. In 2016, Jeep scored 744.


1. Fiat

fiat

And finally, the worst automaker in customer satisfaction for 2017 is Fiat, with a score of 739. Last year, the Italian automaker was the third-worst automaker with a score of 747.

Discuss this story on our Fiat Forum

  • Joshua Oakley

    That’s strange. Because everyone I know that drives Chrysler products loves them. I myself own a Ram and Durango and don’t really have any complaints. So “studies” like this are very confusing for me.

  • MXJ222

    JD Power studies are just about worthless.

  • smartacusⓊ

    i was expecting either Chevy, MINI, Nissan, Subaru, or VW to make the list.

  • krzysiu

    this study is a simple crap,,,don’t believe that. People making half million kms on Chrysler cars without major troubles and in the same time owners of BMWs take spend 1000s of $ to fix his expensive beauty. My neighbour has the best proof on hius driveway,,and his oil change costs him $340 while my Toyota only $58.

  • Walter Meono

    I’ve always though J.D. Power is crap, a source created to discredit american cars. Cheers from Costa Rica.

  • John Thomson

    I know this sounds bizarre, but I actually saw a Yugo last week, moving. Wonder how they glued that thing back together. There ought to be an Auto Hall of Shame for Yugos, Daewoos, and their ilk.

  • John Thomson

    It’s about customer satisfaction with dealerships, not the cars themselves. Of course, if you’ve got a truly reliable car, you should be having minimal contact with the dealer once you drive off the lot, right?

  • John Thomson

    Whoa, $340 for an oil change? Your neighbor is either very rich or very stupid.

  • John Thomson

    Nissans have gotten kind of iffy in recent years. Used to be great cars.

  • Craig

    This entire list is about how willing [Or how UNwilling – in this case] the MANUFACTURER is to stand behind their product.

  • HangFire

    Until 2014 BMW owners could say they only have to change oil every 15,000 miles. But then BMW revised the recommendation to every 10,000 miles… retroactive to older models… with no reason given, but we all know the reason. 15K miles was too long, and it was costing BMW warranty money!

  • John

    You know how you double the value of your Yugo? Fill it up. 🙂

  • Pecci

    … Or give it a push!

  • Pecci

    As far as some of these companies go, I think it may be that folks are getting away from smaller cars.

    On the other hand, I have never considered JD Power’s to be any authentic, automobile authority.

  • Pecci

    Remember guys, this just isn’t about reliability.

  • DoctorFeelgoodMD

    This is why Honda is one of the best selling and some of the best quality out there. JD Power accepts money for advertising and I don’t trust them but they got the Korean manufactures and Jeep right.

  • K03sport

    a customer in for service is usually an unhappy customer…an then top that w/money making extra services and expensive dealer labor charges and the experience gets more unpleasant…were customers unhappy due to wait times, unavailability of parts, poor workmanship, or no free car wash after the service was performed..the article doesn’t go into detail and only provides numbers as if they are suppose to mean something…what questions were asked? what was the scoring system? were these warranty claims, denied claims or something else? so much missing information…

  • Malik

    Honda Civic mated with natural aspirated engine ran into piston problems within few miles just after the launched. Toyota and Hyundai [except 7 speeds DCT which is work in progress] have been problem free from the last year to this year.

    I hear Honda Turbo motor might be experiencing oil problems. It is still too early to tell though.

  • Malik

    German vehicles requires premium synthetic oils which costs a lot. Even the maintenance is very high, not to mention labor part is very pricey, and spare parts have to be special-order to fix the expensive beauty.

    Japanese and Koreans try their best to minimize the maintenance hassle and provide ease-of-convenience experiences for the buyers/leasers in regards to non-premium oils, regular gas, and cheaper labor and spare parts, even for Hyundai Turbo motors.

  • TV Monitor

    What is this. Nissan is the worst Japanese brand, worse than Mitsubishi.

  • ingram1225

    I really do not understand this at all. How is Nissan not the worst? I have had two Mazda products since 2010 and have not had to replace a darn thing… not tires or brakes nor engine components nor body components. Both had 60,000 miles before I traded them in too!

    AND I know many dodge owners (military here) and they are all happy with their MOPAR product.

  • ingram1225

    Toyota problem free from the last year to this year? Really? Check out “sliding door that opens when driving”

    As far as Hyundai… I give you that. Hyundai is the upscale version of KIA. So how is KIA number 1 and Hyundai is near the bottom?

  • ingram1225

    no. It is about customer satisfaction.

  • ingram1225

    there is nothing maintenance free from a direction injection engine that the Koreans use, and now, Toyota. Google it.

  • Malik

    German engines are complex whereas Hyundai tries to keep the engines simpler as possible to make it least maintenance hassle for the customers. In essence, Korea are new German without maintenance hassle.

  • ingram1225

    Well isnt that an interesting reply. Through research, I have discovered that the GDi engine is not to blame for the issues, but how the engine “breathes” largely due to the intact and filter used. I do not believe that Hyundai/Kia have enough history with the GDi engine to note any differences than the Germans who largely influenced the world to switch to GDi engines.

  • Malik

    Be it GDi or Port Injection, German engineering have always been complicated. Whereas Japanese learned to engineer simpler methods. Honda Turbo is GDi. And it might be new technology but it has been effective with least maintenance so far whereas for German Turbo engines whether in diesel or gasoline, their engineered technology are not designed not to last long unless there is regular maintenance which is very pricey including the parts.

    Korea has followed Japanese receipt meaning it keep the maintenance as affordable as possible while improvise the GDI technology including Turbo. There is the reason why maintenance is very high in German vehicles and cheaper in Japanese/Korean.

  • Pete Flynn

    This is a big load of BS. The data is all lumped into one bucket and all that does is eliminate the anomalies. The car models have their own issues!

  • Pete Flynn

    Exactly! Parts are sourced from the same suppliers. Nonsense

  • Gary W Geiser

    Love my Genesis Coupe. But . . . it’s a Hyundai. So is it “bad” because it is made by them? Chrysler produced their last good vehicle in the 1950s – so no surprise they are on the list a few times. Toyota makes (made) the I.Q. – so why did they miss the list?

    This list, and any such list, must be supported by personal bias (except the universal understanding that Chrysler and Yugo suck). My example of the Genesis stands to show how inappropriate it is to label an entire company as good or bad instead of zeroing in on a specific vehicle. Even Chrysler made a couple good vehicles (I think possibly!).

    PS: Yugo is an actual brand from long ago – for all you millennials out there.