- Chinese-brand service satisfaction rises 41 points
- Premium and mass market satisfaction gap narrows to 15 points
- PHEV owners spend nearly MXN 8,000 on auto service annually
MEXICO CITY: 9 Oct. 2026 — Chinese automotive brands are gaining ground in Mexico’s automobile service market, with customer satisfaction rising 41 points (on a 1,000-point scale) from a year ago, according to the JD Power 2026 Mexico Customer Service Index (CSI) Study,SMreleased today. Meanwhile, the satisfaction gap between premium and mass market brands is narrowing, with just 15 points now separating overall customer satisfaction with vehicle service in the premium and mass market segments.
“Chinese brands are clearly making progress, but most still have a way to go to meet the service expectations of Mexican customers,” said Gerardo Gomez, senior director and country manager at JD Power Mexico. “As vehicles increasingly depend on software updates and specialized repairs, brands and dealers that build the service capacity and expertise to keep up will be better positioned to earn customers’ trust.”
Following are some key findings of the 2026 index:
- Electrified vehicle owners drive satisfaction gains: Satisfaction among plug-in hybrid electric vehicle (PHEV) owners increases 12 points to 899 (on a 1,000-point scale), while battery electric vehicle (BEV) satisfaction rises eight points to 895. Hybrid owners remain the most satisfied, with an unchanged satisfaction score of 909, while gasoline vehicle satisfaction declines two points to 881, largely due to a 20-point drop in service advisor satisfaction. This highlights the continued importance of the traditional service experience, even as electrified vehicle satisfaction improves.
- PHEV owners spend the most on service: PHEV owners spend nearly MXN 8,000 annually at dealerships, compared with approximately MXN 6,000 among gasoline and hybrid owners and MXN 4,600 among BEV owners. PHEV owners also visit dealerships most often, while BEV owners visit less frequently and spend less, presenting different opportunities and challenges for dealers as electrification grows.
- Software updates become routine service: Software updates are among the three most common maintenance services for electrified vehicles, reported by 17% of BEV owners, 14% of hybrid owners and 13% of PHEV owners. With battery-related repairs also common, dealerships need technicians equipped to handle these evolving service needs.
- Basic service processes still matter: The three key performance indicators (KPIs) with the greatest impact on satisfaction all decline year over year. Vehicle walk-arounds are performed 83% of the time (-2 percentage points year over year); preferred appointment availability is met 91% of the time (-1 percentage point); and vehicles are delivered on schedule 89% of the time (-2 percentage points). These declines demonstrate the importance of consistently getting the basics right.
- Fixing it right the first time: Ninety-five percent of Chinese-brand owners report having service work completed correctly the first time, compared with 98% among owners of American, Japanese and South Korean brands. Although the gap is relatively small, first-time-fix performance is a critical driver of satisfaction, trust and future service retention.
Index Rankings
GMC ranks highest in the premium segment for a second consecutive year with a score of 920. BMW (906) ranks second.
BYD ranks highest in the mass market segment with a score of 904, becoming the first Chinese brand to achieve this distinction. Honda (899) ranks second and Mazda (893) ranks third.
Now in its 11th year, the Mexico Customer Service Index (CSI) Study is a comprehensive analysis of the service experience among owners of one- to three-year-old vehicles and evaluates customer satisfaction with their authorized dealer by examining five key measures (in order of importance): service quality (31%); service facility (20%); service initiation (18%); service advisor (17%); and vehicle pick-up (15%). The Mexico CSI Study informs timely insights to improve service satisfaction, loyalty and revenue for original equipment manufacturers and auto dealers.
This year’s study is based on the evaluations of 6,530 new-vehicle owners of 2023, 2024 or 2025 model-year vehicles who took their vehicle for service to an authorized dealer facility in the past 12 months. The study was fielded from December 2025 through August 2026.
About JD Power
JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. By leveraging unmatched proprietary data, advanced analytics and deep industry expertise, JD Power fuels original equipment manufacturers, retailers, lenders, insurers and partners to enhance their performance.
Since 1968, JD Power has delivered incisive guidance and intelligence about customer interactions with brands and products. To learn more about the company’s business offerings, visit JDPower.com.
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