U.S. Customer Service Index (CSI) Study
Read the 2024 CSI Study press release >
Higher-quality models being produced by OEMs translates into less revenue for dealers via lower warranty reimbursement and fewer lucrative repair and customer-pay opportunities. At the same time, customers are postponing new-vehicle purchases and opting instead to keep their vehicles longer than ever before, choosing to focus on vehicle maintenance instead. For service providers, both dealers and independents, this translates into a potential for increased business. To fully leverage this opportunity, it is essential for service providers to understand the specific factors that impact vehicle service loyalty and customer retention.
The Solution
The JD Power U.S. Customer Service Index (CSI) StudySM examines customer satisfaction with maintenance and repair service at new-vehicle dealerships. 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
The Benefits
Study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of the specific service problems that owners have experienced with their vehicle and how this impacts their level of satisfaction. Specifically, the study examines:
- Drivers of increased service satisfaction and retention
- Benchmark service performance of industry leaders
- Competitive analysis of service satisfaction between aftermarket and OEM dealers
- Annual customer service expenditures by service category
- Customer-pay vs. in-warranty share of visits
- Detailed performance ratings of key drivers of satisfaction and retention
- Degree to which service work was performed right the first time
2025 Key Dates
- Fielding: July – December 2024
- Monthly Client Release: August 2024 – January 2025
- Annual Client Publish: March 11, 2025
- Press Release: March 13, 2025
Press Release & Award Information
Awards will be presented to the highest-ranked nameplate that meets all research and sample criteria in each segment below. Award claims will be worded as follows:
- “Highest in Customer Service Satisfaction among Mass Market Brands”
- "Highest in Customer Service Satisfaction among Mass Market [Car, Truck, SUV/Minivan]"
- “Highest in Customer Service Satisfaction among Premium Brands”
- "Highest in Customer Service Satisfaction among Premium [Car, SUV]"
Learn More about all JD Power Awards >
Find Out about JD Power Performance Reports >
Segmentation Changes
Beginning with 2023 U.S. CSI, the automotive retail benchmark studies (CSI and SSI) will introduced additional rankings and Awards to recognize performance based on vehicle needs and to help inform shopper decisions based on their specific model choices. The 2024 U.S. CSI and SSI Studies will now include the following ranking and Award segments. Participating brands must offer at least two models in a segment to be award eligible:
- Mass Market: Overall, Car, Truck, SUV/Minivan (4 potential awards)
- Premium: Overall, Car, SUV (3 potential awards)
2025 Brands Intended to be Profiled
Overall Mass Market Brand
Buick
Chevrolet
Chrysler
Dodge
Ford
GMC
Honda
Hyundai
Jeep
Kia
Mazda
MINI
Mitsubishi
Nissan
Ram
Subaru
Toyota
Volkswagen
Overall Premium Brand
Acura
Alfa Romeo
Audi
BMW
Cadillac
Genesis
Infiniti
Jaguar
Land Rover
Lexus
Lincoln
Maserati
Mercedes-Benz
Porsche
Volvo
(Information Updated 8.02.24)
