[BlackGTP]

2023 U.S. Customer Service Index (CSI) Study | J.D. Power (jdpower.com)
09 March 2023

TROY, Mich.: 9 March 2023 — The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, resulting in a year-over-year decline in score for the first time in 28 years. According to the J.D. Power 2023 U.S. Customer Service Index (CSI) Study,SM released today, satisfaction with the service experience declines 2 points to 846 (on a 1,000-point scale) in this year’s study.

Customer service satisfaction among owners of BEVs is 42 points lower than among owners of internal combustion engine (ICE) vehicles. A leading factor is that recall rates are more than double for BEVs than their gas/diesel counterparts. Additionally, service advisor knowledge continues to be a major satisfaction issue among BEV owners who provide a rating of 8.01 (on a 10-point scale) compared with 8.59 among owners of ICE vehicles.

“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said Chris Sutton, vice president of automotive retail at J.D. Power. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors 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 study, now in its 43rd year, includes emerging features such as valet service, mobile vehicle servicing and online/smartphone app payment options to gauge the effect these processes have on the service experience. The study measures satisfaction with service at franchised dealer or aftermarket service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. It also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five measures that comprise the vehicle owner service experience. These measures are (in order of importance): service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%).

Highest-Ranking Brands and Segments
Lexus ranks highest in satisfaction with dealer service among all brands for a second consecutive year, with a score of 900. Porsche (880) ranks second in the premium segment, followed by Cadillac (879) and Infiniti (878).

Mitsubishi ranks highest in satisfaction with dealer service among mass market brands for the first time, with a score of 884. Mazda (870) ranks second and Buick (867) ranks third.

Continues at link - many more charts and content

 

[BlackGTP]

Another good showing for GM! Ford, with it's greater quantity of BEV sales, looks to be getting beat up. Though Cadillac didn't do well in the segment specific to cars, but Cadillac did do well in the CUV/SUV segment.

Ford, with its greater quantity of BEV sales, looks to be getting beat up. Though not surprising - new vehicles = problems, no matter the propulsion source.

 

[1999 White C5 Coupe]

Another good showing for GM! Ford, with it's greater quantity of BEV sales, looks to be getting beat up. Though Cadillac didn't do well in the segment specific to cars, but Cadillac did do well in the CUV/SUV segment.

Ford, with its greater quantity of BEV sales, looks to be getting beat up. Though not surprising - new vehicles = problems, no matter the propulsion source.

Ford issued safety recalls for more than 8 million vehicles in 2022.

My 2015 Ford Expedition Limited 4x4 has been subject of a safety recall since August 26, 2022, for the potential for the front HVAC motor to catch fire while the vehicle is in operation. Ford sent me a letter last year stating the parts should be available by the end of March 2023.

Recently, Ford extended the parts-availability window for my vehicle’s safety recall until June 2023.

If the vehicle is ever repaired and I get a survey - any guess how I’ll rate Ford and my satisfaction?

Ford remains at the bottom of several major surveys regarding customer service and satisfaction. I don’t see it improving.

 

[gkr778]

Another good showing for GM!

+1
Dealerships for all GM brands in the U.S. market have rated above average in the J.D. Power CSI study for several years.

 

[gkr778]

Customer service satisfaction among owners of BEVs is 42 points lower than among owners of internal combustion engine (ICE) vehicles. A leading factor is that recall rates are more than double for BEVs than their gas/diesel counterparts.

Recalls may account in part of Chevy Bolt's low rating in another J.D. Power study, the 2023 Electric Vehicle Ownership Experience (EVX):

 

[BlackGTP]

Ford issued safety recalls for more than 8 million vehicles in 2022.

My 2015 Ford Expedition Limited 4x4 has been subject of a safety recall since August 26, 2022, for the potential for the front HVAC motor to catch fire while the vehicle is in operation. Ford sent me a letter last year stating the parts should be available by the end of March 2023.

Recently, Ford extended the parts-availability window for my vehicle’s safety recall until June 2023.

If the vehicle is ever repaired and I get a survey - any guess how I’ll rate Ford and my satisfaction?

Ford remains at the bottom of several major surveys regarding customer service and satisfaction. I don’t see it improving.

Yeah - Ford definitely put themselves in a pickle of their own making. GM went through similar with the ignition switch scandal and emerged the stronger for it - hopefully Ford will do the same. I do wonder why Ford didn't act on this sooner - they had to see what GM was doing, being that it was all over the internet. Why didn't they recognize they have similar issues and quietly fix them vs. letting them fester to a point the CEO had to tell the world, making this public information?

 

[BlackGTP]

Recalls may account in part of Chevy Bolt's low rating in another J.D. Power study, the 2023 Electric Vehicle Ownership Experience (EVX):

No doubt! I think the Bolt did really well in this survey before "THE big recall" if my memory serves me right.

 

[gkr778]

I think the Bolt did really well in this survey before "THE big recall" if my memory serves me right.

That's correct BlackGTP! In the 2021 EVX study, Bolt was the second highest rated mass market EV:

 

[AWHoden]

Ford issued safety recalls for more than 8 million vehicles in 2022.

My 2015 Ford Expedition Limited 4x4 has been subject of a safety recall since August 26, 2022, for the potential for the front HVAC motor to catch fire while the vehicle is in operation. Ford sent me a letter last year stating the parts should be available by the end of March 2023.

Recently, Ford extended the parts-availability window for my vehicle’s safety recall until June 2023.

If the vehicle is ever repaired and I get a survey - any guess how I’ll rate Ford and my satisfaction?

Ford remains at the bottom of several major surveys regarding customer service and satisfaction. I don’t see it improving.

Ford had the most recalls in 2022, Mazda had the fewest. One of my coworkers gets a recall or service bulletin for her 2017 Explorer about every other month. Quality is Job....meh.

 

[BlackGTP]

That's correct BlackGTP! In the 2021 EVX study, Bolt was the second highest rated mass market EV:

More reassuring that my memory actually works on occasion

 

[1999 White C5 Coupe]

Yeah - Ford definitely put themselves in a pickle of their own making. GM went through similar with the ignition switch scandal and emerged the stronger for it - hopefully Ford will do the same. I do wonder why Ford didn't act on this sooner - they had to see what GM was doing, being that it was all over the internet. Why didn't they recognize they have similar issues and quietly fix them vs. letting them fester to a point the CEO had to tell the world, making this public information?

Ironically, I bought my 2015 Ford Expedition new - after looking at new 2015 Chevrolet Tahoe models. This was my first Ford after owning GM vehicles continuously for more than 40 years.

Midway through the model year, the 2015 Tahoe had already racked-up five safety recalls. My wife and I had purchased a new 2014 Impala 2LTZ the year before, which quickly began to rack-up numerous safety recalls. The Tahoe safety recalls convinced me not to buy a new Tahoe.

My thought on safety recalls is that the manufacturer is forced to recall vehicles for safety reasons - and it is a sign of poor quality. I always wonder if there are numerous safety defects and recalls, what defects are present that the manufacturer knows about - but doesn’t fix or recall if it isn’t safety related?

 

[BlackGTP]

Ironically, I bought my 2015 Ford Expedition new - after looking at new 2015 Chevrolet Tahoe models. This was my first Ford after owning GM vehicles continuously for more than 40 years.

Midway through the model year, the 2015 Tahoe had already racked-up five safety recalls. My wife and I had purchased a new 2014 Impala 2LTZ the year before, which quickly began to rack-up numerous safety recalls. The Tahoe safety recalls convinced me not to buy a new Tahoe.

My thought on safety recalls is that the manufacturer is forced to recall vehicles for safety reasons - and it is a sign of poor quality. I always wonder if there are numerous safety defects and recalls, what defects are present that the manufacturer knows about - but doesn’t fix or recall if it isn’t safety related?

Or the other way is they fix them without telling the customer when you bring the vehicle in for servicing. I seem to remember Toyota or Honda (or both) being busted for doing that at some point.

I had a few on my ATS, but I never minded as the dealer always made it painless and an opportunity for me to get a loaner and put the miles on that and a chance to drive other Cadillacs (my dealer will give you a loaner of the same brand that you own). Other than the recalls I never had much in the way of problems with my ATS, except for the passenger side of my car being stuck on AC.

 

[Al465]

Another good showing for GM! Ford, with it's greater quantity of BEV sales, looks to be getting beat up. Though Cadillac didn't do well in the segment specific to cars, but Cadillac did do well in the CUV/SUV segment.

Ford, with its greater quantity of BEV sales, looks to be getting beat up. Though not surprising - new vehicles = problems, no matter the propulsion source.

Ford did not have a good rating for a years.