March 15, 2013
GMC on top amongst mass market brands, Lexus best versus luxury peers.
J.D. Power’s dealer service satisfaction results are in and they are a little surprising, at least for mass market brands.
First, to the luxury side, where Lexus continues on its path of customer service excellence with the top score versus other luxury brands at 862 (out of 1000). But, only 4 points behind is Cadillac, with GM really upping their game on the service front.
Jaguar, Acura, Infiniti, and Audi all received scores above the average while BMW, Lincoln, Mercedes-Benz, Volvo and Land Rover all ranked on the wrong side of the average line.
The big news is amongst mass market brands. General Motors, while not having the most competitive product, has tried to make up for it with better service and they are doing exceptionally well. GM’s “Professional Grade” brand GMC scored 819 (out of 1000) to get firm placement atop the everyman vehicles. Also, all of GM’s brands scored above the average of 789.
MINI, Buick, Chevrolet, Volkswagen, Nissan, Hyundai, and Honda all found themselves on the right side of the average while Ford, Chrysler, Mitsubishi, Toyota, Scion, Kia, Mazda and Subaru were below the average score.
The really bad news: Dodge, Ram, and Jeep picked up the last three spots. The folks in Auburn Hills will be having meetings all day today to discuss this, I’m sure.