Lexus is bright spot in disappointing J.D. Power survey on service satisfaction

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."

The 2023 findings also showcase model segment rankings for the first time.

"A truck is not a car, and the vehicle needs are going to be different," Sutton said in a statement. "Each vehicle segment has a unique service experience based on customer preferences, demographics and vehicle use, wear and tear, so it's appropriate to recognize the different journeys that car, SUV and truck customers have in the service experience."

As such, Lexus ranked highest among premium cars with a score of 902, followed by Porsche (880) and Infiniti (878). Subaru was the highest-ranking mass-market passenger car brand (866). Mazda (863) ranked second and Honda (855) ranked third.

Lexus also ranked highest among premium SUVs with a score of 900. Cadillac and Porsche tied for second place with 880 points. Mitsubishi was the most satisfactory in the mass-market SUV/minivan category, with a score of 884. Mazda (872) and Buick (867) followed.

Nissan was the highest-ranking truck brand (886), while Chevrolet (851) and GMC (843) followed.

• Satisfaction declines 23 points when an owner gets their vehicle serviced for a recall compared to a traditional repair. For premium brands, Net Promoter Score ratings decline 13 points when consumers have to seek recall repairs.
• Owners are waiting longer for their service appointments due to parts shortages, labor issues and vehicle availability. Mass-market vehicle owners wait 4.8 days, a 1.3 day increase from 2021. Premium vehicle owners wait 5.6 days, a 1.9 day increase from 2021.
• Owners display higher trust ratings for franchise dealerships (6.14 points out of seven) than aftermarket full-service facilities (5.75 points out of seven). However, when it comes to ease, owners prefer aftermarket facilities (6.18 points) over dealerships (6.11 points).
• Fifty-four percent of Generations X, Y and Z prefer a text message from service departments versus a phone call.

The J.D. Power U.S. Customer Service Index Study uses factors including service quality, service adviser, vehicle pickup, service facility and service initiation to measure satisfaction with service at franchise dealer or aftermarket service facilities.