Customer satisfaction with dealership service remains stable for the second year in a row, but significant disparities persist -- most notably, electrified vehicle owners report far lower satisfaction than internal combustion engine (ICE) vehicle owners, according to the newly released J.D. Power 2025 U.S. Customer Service Index (CSI) Study.
The study reveals a 51-point gap in satisfaction scores between mass market battery-electric vehicle (BEV) owners and their ICE counterparts, and a 57-point gap between premium BEV and ICE owners. The findings point to persistent challenges in EV servicing, largely driven by a shortage of qualified technicians and frontline staff.
“While it’s no surprise that customers gravitate to operations that serve them well, the study clearly shows that good service leads to loyal customers,” said John Tenerovich, director of automotive retail at J.D. Power. “This phenomenon proves true across all service types -- oil changes, repair, tires and brakes.”
Despite overall satisfaction holding steady, the study indicates growing frustration around appointment wait times, service communication and first-time repair accuracy. The average number of days customers wait for an appointment is higher than in any year from 2018 to 2022, with only slight improvements over 2023 and 2024.
Accuracy of service also remains a sticking point. According to the report, 12% of repairs are not completed correctly on the first visit. Among those dissatisfied customers, only half said they would return to the dealership for future service needs, with 5% opting for aftermarket service providers instead.
Service satisfaction improves when customers can bundle tasks. For example, the satisfaction score for mass market vehicle owners increases from 829 to 858 when a recall is combined with an oil change, highlighting the value of convenience.
Communication is another critical factor. Of the 10 most influential performance indicators, four are communication-related -- yet greeting customers upon arrival, one of the most basic service touchpoints, occurs only half the time.
Generational differences also play a role in how customers perceive dealer service. Boomers reported the highest level of trust in dealership expertise (6.24 on a 7-point scale), while Gen Z reported the lowest (5.77), suggesting a potential long-term loyalty challenge for dealerships.
Top-Ranked Brands and Segments
Porsche leads premium brands in overall service satisfaction with a score of 912, followed by Lexus (900) and Cadillac (888). Among mass market brands, Subaru ranks highest at 896, trailed by MINI (888) and Honda (881).
Segment rankings include:
• Mass market car: Subaru (886), Honda (879), MINI (879)
• Mass market SUV/minivan: Subaru (897), Honda (884), Buick (878)
• Premium car: Porsche (906), Lexus (891), BMW (887)
• Premium SUV: Porsche (917), Lexus (902), Cadillac (891)
• Truck: Chevrolet (877), GMC (876), Nissan (873)
Now in its 45th year, the U.S. CSI Study includes, for the first time, dealership repair data alongside traditional customer survey feedback, providing a deeper view into service quality and customer retention. The 2025 study is based on responses from 55,210 verified vehicle owners and lessees of one- to three-year-old vehicles, fielded between July and December 2024.
