J.D. Power recently released its 2025 U.S. Customer Service Index (CSI) Study, which highlights a consistent trend of customer satisfaction with dealership service, with strong satisfaction for the second consecutive year. However, long wait times for appointments, communication issues, and improper vehicle repairs continue to hinder the industry’s overall progress. The study reveals that customers are still facing longer wait times for service appointments compared to previous years, and while slight improvements have been made, these issues remain a significant concern. Addressing these areas could enhance customer loyalty and boost satisfaction.
J.D. Power Director of Automotive Retail John Tenerovich said, “While it’s no surprise that customers gravitate to operations that serve them well, the study clearly shows that good service leads to loyal customers. This phenomenon proves true across all service types—oil changes, repair, tires and brakes. While complimentary maintenance programs drive strong retention, the level of intent to return for actual customer-paid service depends on the service experience delivered by the dealer.”
The study also points out a notable gap in satisfaction between electric vehicle (EV) owners and internal combustion engine (ICE) vehicle owners. Owners of battery-electric vehicles (BEVs) and plug-in hybrid electric vehicles (PHEVs) report significantly lower satisfaction levels compared to their ICE counterparts, with the satisfaction gap widening for both mass-market and premium vehicle categories. A lack of properly trained EV technicians and frontline staff is a major factor contributing to this disparity.
Furthermore, the study finds that 12% of repairs are not completed correctly the first time a vehicle is brought into the shop, with common issues including incomplete repairs and unavailable parts. In terms of communication, the study underscores its importance in delivering a satisfying service experience. Key communication factors, such as focusing on customer needs, keeping them informed about service status, and timely greetings upon arrival, are integral to overall satisfaction. The study also highlights generational differences in trust toward service personnel, with younger generations, especially Gen Z, expressing lower levels of trust compared to Baby Boomers.
Gain more insights from the study here: https://www.jdpower.com/business/us-customer-service-index-csi-study