Automotive Customer Service Ratings

The J.D. Power and Associates Customer Service Index Study measures customer satisfaction with dealer service departments during the first three years of vehicle ownership. Key factors in determining service ratings are repair work, service advice and overall service quality.

Luxury Brands
The average score is 835 out of 1,000. Click on a manufacturer's name to read its Cars.com report.
ManufacturerCustomer Service Rating
(out of 1,000)
Lexus861
Cadillac852
Jaguar849
Acura838
Porsche836
Luxury Average835
Audi828
Mercedes-Benz827
Infiniti824
BMW823
Lincoln817
Volvo811
Land Rover796

The study is based on responses from more than 84,000 new-vehicle owners and lessees of 2007 to 2011 model-year vehicles. To be included in the 2012 rankings, brands must be represented in the study for each model year between 2009 and 2011. Since Saab did not have representation in the 2011 model year, it is not included in the luxury brand rankings.

Source: J.D. Power and Associates 2012 Customer Service Index Study

Mass Market Brands
The average score is 778 out of 1,000. Click on a manufacturer's name to read its Cars.com report.
ManufacturerCustomer Service Rating
(out of 1,000)
Mini809
Buick805
GMC803
Chevrolet801
Hyundai791
Ford786
Volkswagen785
Kia782
Honda778
Mass Market Average778
Nissan774
Mazda767
Toyota766
Chrysler764
Subaru760
Mitsubishi759
Ram (Dodge)754
Scion752
Jeep741
Smart740
Suzuki740
Dodge739

The study is based on responses from more than 84,000 new-vehicle owners and lessees of 2007 to 2011 model-year vehicles.

Source: J.D. Power and Associates 2012 Customer Service Index Study

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