Mitsubishi Scores Higher In Customer Service Study Than Jaguar, Honda, Toyota
A new study of customer satisfaction after service or maintenance visits puts Mitsubishi on the podium among all mainstream automakers.
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In its latest 2021 Customer Service Index (CSI) Study, J.D. Power ranks Mitsubishi third overall among all mass-market automotive brands in America. The CSI measures owner satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work done on one- to three-year-old vehicles. It also provides a numerical index ranking of the best-performing brands. The ranking is based on the combined scores of five different measures that comprise the vehicle owner service experience. The areas that the J.D. Power study measures include (in order of importance) service quality (29%); service facility (19%); service initiation (18%); service advisor (18%); and vehicle pick-up (16%).
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Mitsubishi Tries Harder in 2021 J.D. Power Study
Mitsubishi Motors’ third-place ranking in the latest J.D. Power Customer Service Index (CSI) indicates the brand is trying harder to improve the experience for service done under warranty and or customer pay. Up one spot from 2020 among non-premium, mass-market nameplates, Mini ranked the highest with a score of 864, Buick ranked second at 859, followed by Mitsubishi at 857, GMC at 856, and Kia in fifth at 855.
Vehicles one- to three-years-old that required service in 2020 were a part of this survey. Stay-at-home orders and working from home caused owners to drive fewer miles, thus extending the service interval. J.D. Power reported that service visits were only down six-percent from the previous year, and satisfaction rose by ten points to 847 on a 1,000-point scale.
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