U.S. Customer Service Index (CSI) Study

Data Available Monthly

The JD Power U.S. Customer Service Index (CSI) Study^SM continues to be the auto industry benchmark for measuring customer satisfaction with maintenance and repair service at new-vehicle dealerships, based on survey responses from owners of 1 to 3-year old vehicles.

In its latest evolution, we’ve significantly enhanced CSI to provide richer and timelier brand and competitor insights. CSI now delivers automakers a monthly look at both what customers say about their dealership service experience, based on our trusted Voice of the Customer data, and what dealerships are doing for customers, thanks to newly acquired vehicle repair data, based on tens of millions of reported service center visits.

And for the first time ever, CSI enables manufacturers to access competitive benchmark data and insights on a monthly basis, empowering them to react to new-vehicle dealership service experience concerns faster and more frequently.

Owners of 1 to 3-year old vehicles are surveyed regarding their most recent dealership service experience for both in-warranty and customer-pay work. The study examines satisfaction in five measures of service experience:

• Service Initiation
• Vehicle Pick-Up
• Service Facility
• Service Quality
• Service Advisor

JD Power will issue a national press release highlighting key findings and top-to-bottom rankings from the study. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Entering into a licensing agreement provides top-ranked brands with the valuable opportunity to market their award-winning performance. As the trusted symbol of excellence, JD Power Awards enhance brand perceptions, drive consumer preference, and differentiate awarded brands in competitive marketplaces. 

Read the latest Press Release >
Learn more about CSI Awards >
Learn More about all JD Power Awards >
Find Out about JD Power Performance Reports >

JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.

If you’ve received a JD Power survey and have questions or comments, please contact us here.

For all other inquiries, you can contact us here.