Buick and Lexus regained their familiar top rankings in J.D. Power’s latest scorecard of satisfaction with dealership service departments, helping the U.S. industry improve for a second straight year.
Buick lifted its score to 860 on a 1,000-point scale in the 2017 U.S. Customer Service Index Study, released today. (See tables below.) It marked Buick’s third title in four years among mass-market brands and helped keep parent General Motors a top performer in the annual study.
Lexus returned to No. 1 for luxury brands after a three-year absence. Before that, Toyota’s luxury brand had a five-year win streak. Lexus’ CSI score was 874, up five points from a year earlier.
The results marked the seventh time in the last eight years that the overall industry score rose, with the only drop occurring in 2015. In the latest survey, J.D. Power pointed to improvements in overall service quality and the performance of service advisers while noting that franchised dealers’ service departments far exceeded the ratings of independent service shops.
Rounding out the top five luxury brands were Audi (the 2016 leader), Lincoln, Porsche and Cadillac. The industry average for luxury rose five points to 859.
Following Buick in the ranking of mass-market brands were Mini (last year’s leader), GMC, Chevrolet and Nissan. The mass-market average climbed 10 points to 807.
This is the seventh straight year that each of GM’s four remaining U.S. brands ranked among the top five in either category.