The results are in for J.D. Power’s 2021 U.S. Customer Service Index study. CSI rankings are based on dealer service performance during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period.
Porsche reclaimed the lead from last year’s luxury winner, Lexus, with an index score of 899 on a 1,000-point scale. Lexus, which scored 895, was trailed by Infiniti (887), Cadillac (883), and Lincoln (872). While nearly all luxury brands saw an uptick in satisfaction scores this year, Hyundai’s Genesis brand accelerated fastest, up 30 points from its debut on the CSI list last year. Alfa Romeo, which also made it onto the list for the first time last year, rose five points to 797.
Compact-car brand Mini scored the highest among mass-market brands, scoring 864—up 28 points from last year. The BMW-owned brand recovered from a poor performance last year when it lost 17 points and fell to seventh place after being ranked in the top three since 2015.
Among mass-market brands, Buick fell to second place with 859 points, followed by Mitsubishi (857) and GMC (856).
Five broad factors are measured: service quality, including total time and thoroughness; timeliness of the drop-off process and ease during the service initiation; knowledge and courtesy of the service adviser; cleanliness of the service facility; and helpfulness of staff at vehicle pickup.
