J.D. Power Discovers Dealer Service Satisfaction Rises Amidst Extended Wait Periods

TTAC Staff
by TTAC Staff
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The auto industry has seen a rebound in customer satisfaction with dealer service experiences this year, marking a positive shift. However, dealers are still facing challenges due to shortages in parts and labor, which have contributed to increased wait times for service appointments. The overall customer service satisfaction index done by J.D. Power has seen a modest rise to 851 on a 1,000-point scale, reflecting a mixed scenario of improvements and ongoing hurdles.


Electric Vehicle Service Experience Needs Enhancement

As the electric vehicle (EV) market grows, particularly for non-Tesla battery-electric vehicles (BEVs), the service experience has not fully met owner expectations. The industry is urged to enhance the service quality and ownership experience for BEV owners, who currently face longer wait times and a perceived inconsistency in service due to a higher rate of recalls among these vehicles. The need for improvement is underscored by the lower trust non-Tesla BEV owners have in dealers for complex repairs, compared to their gas-powered and plug-in hybrid counterparts.


Innovations and Preferences in Service

The study highlights the integration of technology in the service process as a key factor in enhancing customer satisfaction. Customers show a strong preference for receiving service updates through text messages over phone calls and appreciate the use of photos or videos during vehicle inspections. Additionally, the study underscores a growing trend towards aftermarket services, driven by shorter wait times and the convenience of location.


Rising Costs and Brand Performances

There has been a noticeable increase in the average cost of service visits across both premium and mass market vehicles, attributed to inflation and the rising costs of parts and labor. On the brand front, Lexus and Buick have emerged as leaders in their respective categories for dealer service satisfaction, with several other brands also showing strong performances across different vehicle segments.


While there are signs of improvement in the auto dealer service experience, there remain significant areas for enhancement, especially in accommodating the growing BEV market. The study points to technology, efficiency, and transparent communication as pivotal factors in elevating service satisfaction. Dealers and manufacturers are encouraged to address these challenges proactively to align with evolving customer expectations.


This article was co-written using AI and was then heavily edited and optimized by our editorial team.

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  • Chris P Bacon Tuscadero is pink, but eye-searingly is a bit of a stretch. It's actually a little on the darker side in person. Jeep dropped the color just before we could order our '22 4xe. So we got one in High Velocity yellow. Sahara, with a soft top. Was the first one that made it to the dealer when it was delivered, salesman told us everyone in the showroom went out to see it when the truck rolled in. The missus loves it. It's not a color you could put on anything, but it works on the Jeep.
  • Jpolicke It probably won't make a bit of difference. Tesla has a working design for a charging station and probably a comprehensive manual for construction and installation. Nothing that a competent general contractor couldn't handle. Why keep people on the payroll when there are plenty of takers that will be happy for the work? The task of locating and acquiring real estate was probably dumped on some of the corporate survivors.
  • Andrew In the UK cars have to go for a mandatory road worthiness test every year from 3 years old onwards. I was advised to change the tyres on my 6 year old car because they had perished because of age and it would fail next time as a consequence. I mentioned rotating tyres at my tyre shop and they looked at me like I was crazy.
  • Rna65689660 There are colors you lease, and colors you buy. Never buy any shade of silver, grey due to the fact it matches the road surface. White only looks good on some cars, but great on appliances.Currently on British Racing Green,MINIWife is on Red, Edge. Going to Hot Pepper Red, Bronco Sport in a few weeks.
  • MKizzy I was only into black cars and am on my third black sedan in a row after starting my car ownership life with an inherited blue vehicle. I am starting to change my mindset and will (probably) find another color for my next vehicle. I still love black, but in the 2020s, black vehicles are lost in a grayscale sea piloted by time and financially stressed owners prioritizing resale value and low maintenance over appearance.
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