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