Chrysler Brands Tank in JD Power Customer Satisfaction Survey

Stephen Elmer
by Stephen Elmer

The bottom five mainstream brands on the latest JD Power Customer Service Index study are all members of the Fiat Chrysler Automobiles group.

The study polled 70,000 owners and lessees of 2010 to 2014 vehicles about customer satisfaction with maintenance and repair service at franchised dealerships.

Coming in at the bottom of the rankings is Jeep, with a score of 740 on a 1,000-point scale. Sitting above Jeep is Dodge with 749 points, then Ram with 756, Fiat with 762 and Chrysler with 775.

On the positive end of things, Buick, Mini (834), Volkswagen (818), GMC (811) and Chevrolet (807) were rated the highest in the mass market category. Buick topped the list with 836 points, sitting well above the mass market brand average of 792.

SEE ALSO: Mercedes-Benz Tops 2014 J.D. Power Customer Satisfaction Study

As for luxury brands, Land Rover dealerships were rated the worst with a score of 823 points, sitting below Acura with 825 and Volvo with 835.

Luxury car owners say that Jaguar has the best customer service, handing the brand a score of 877 points. Lexus (870), Audi (865), Lincoln (861) and Cadillac (858) round out the luxury brand top five, while the average for luxury car dealers sits at 852. Mercedes-Benz topped the list in 2014, but has now slid to the seventh position among luxury car makers.

Recalls caused 16 percent of all service visits in 2014 according to study, surpassing the peak of 15 percent set in 2011. Overall, customers bringing cars in for recalls rated their service at 789, an increase in satisfaction compared to 2014’s score of 777. Those affected by recalls were also more satisfied on average, by 8 points, than customers taking cars in for regular service.

SEE ALSO: Independent Shops Outscore Dealers in Satisfaction Study

Some of the major factors that affect customer satisfaction are access to an express lane for non-scheduled appointments and working with the same service advisor during every visit. Dealers with an express lane scored 819 points on average while those without only ranked 764. Dealing with the same person also increases satisfaction dramatically with customers giving a score of 824 when dealing with the same advisor compared to 769 when working with a new advisor.

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Stephen Elmer
Stephen Elmer

Stephen covers all of the day-to-day events of the industry as the News Editor at AutoGuide, along with being the AG truck expert. His truck knowledge comes from working long days on the woodlot with pickups and driving straight trucks professionally. When not at his desk, Steve can be found playing his bass or riding his snowmobile or Sea-Doo. Find Stephen on <A title="@Selmer07 on Twitter" href="">Twitter</A> and <A title="Stephen on Google+" href="">Google+</A>

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