J.D. Power’s 2017 U.S. Customers Service Index (CSI) Study found that the quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction. Service quality scores rose to 809 (on a 1,000-point scale) from 782 in 2015, when the study was redesigned. Overall customer service was scored at 816, up from 802 over the same period.
The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1-to-5-year-old vehicles. Customers rate dealers higher than non-dealers in 15 of 16 attributes. The most noticeable advantages are amenities offered; comfort of waiting area; and cleanliness of facility.