Lexus bright spot in disappointing J.D. Power service survey
The growing volume of electric vehicles being serviced at dealerships has led to the first decline in service satisfaction in 28 years, according to the 2023 J.D. Power U.S. Customer Service Index Study. Satisfaction with service declined 2 points to an average 846 out of 1,000 this year.
Lexus ranked the highest overall in dealer service satisfaction for the second-straight year, with 900 points of 1,000. In the premium category, Porsche (880), Cadillac (879) and Infiniti (878) behind Lexus. The average satisfaction score for premium brands was 864 points.
Among mass-market brands, Mitsubishi ranks the highest in dealer service satisfaction with 884 points. Mazda (870), Buick (867) and Subaru (862) follow.
Overall EV owner customer service satisfaction is 42 points lower than internal combustion vehicle owner satisfaction, the study finds. Recall rates — almost double among EVs — and service adviser knowledge contribute to this lesser satisfaction.
The EV industry has been “hyperfocused” on launches but now consumers need vehicle maintenance and repairs, Chris Sutton, a J.D. Powervice president, said in a statement.
“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” Sutton said. “As training programs for service advisers and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but we’re not seeing the benefits yet.”