Top 10 Best Automakers in Customer Satisfaction for 2016: J.D. Power
Overall customer satisfaction with dealer service rose in 2016.
The J.D. Power 2016 Customer Service Index (CSI) Study has been released and the mass market brand average rose to 797 from 792 last year. Customer satisfaction with dealer service related to an automotive recall, however, has declined for the first time in six years. The drop in satisfaction this year comes on the heels of a record number of recalls with more than 51 million vehicles recalled in 2015. According to the study, customers getting recall work done are less likely to have their vehicles returned to them cleaner and with the same settings as when they brought it in. They were also less likely to be contacted by the dealer after the service was completed.
SEE ALSO: Top 10 Most Dependable Automakers of 2016: J.D. Power
The study is based on responses from more than 72,000 owners or lessees of 2011 to 2015 model year vehicles and is based on a 1,000-point scale.
10. Smart
This year, Smart slides in above the mass market average with a score of 804. Last year, the automaker was not included in the ranking due to a non-representative sample.
9. Volkswagen
Volkswagen might be dealing with the diesel scandal at the moment, but at least its customers are leaving happy after receiving service on their vehicles. Unfortunately, the German automaker dropped several ranks compared to last year, earning a score of 805 in the 2016 study. Last year, Volkswagen finished third with a score of 818.
8. Toyota
Toyota’s overall score rose to 809 in this year’s study, but it dropped several ranks compared to 2015, when it finished in sixth place with a score of 805.
7. Kia
Kia moves up a spot to seventh place with a score of 811. Last year, the Korean automaker finished eighth with a score of 798.
6. Nissan
Nissan improved in this year’s study, rising from 10th place in 2015 to sixth. This year it has a score of 813 compared to last year’s 796.
5. Hyundai
Hyundai continues to enjoy success in all aspects of its business, improving its CSI ranking to fifth place from seventh in 2015. This year it scored 814, an improvement from last year’s 803.
4. Chevrolet
Chevrolet remains steady towards the top of the list, improving to fourth place after finishing fifth last year. It earned a score of 818 in the 2016 study, a jump from 807 in 2015.
3. GMC
Once again, GMC edges out Chevrolet by finishing third with a score of 830. Last year, the stablemate also bested Chevy for fourth place with a score of 811.
2. Buick
In 2015, Buick was the top finisher with a score of 836. Although it improved with a score of 849 in 2016, it wasn’t enough to claim the top spot.
1. MINI
Sitting atop the list this year is MINI with a score of 858. The British automaker had a close battle with Buick in last year’s study scoring 834.
Don’t forget to Check Out AutoGuide’s Lemon List for details on which brands have the most and least reported lemons.
Jason Siu began his career in automotive journalism in 2003 with Modified Magazine, a property previously held by VerticalScope. As the West Coast Editor, he played a pivotal role while also extending his expertise to Modified Luxury & Exotics and Modified Mustangs. Beyond his editorial work, Jason authored two notable Cartech books. His tenure at AutoGuide.com saw him immersed in the daily news cycle, yet his passion for hands-on evaluation led him to focus on testing and product reviews, offering well-rounded recommendations to AutoGuide readers. Currently, as the Content Director for VerticalScope, Jason spearheads the content strategy for an array of online publications, a role that has him at the helm of ensuring quality and consistency across the board.
More by Jason Siu
Comments
Join the conversation
I honestly cannot believe that Cheve actually defeated Volkswagen, Nissan and Toyata. But I guess that's just me who only likes Asian car makers except Volkswagen. GMC....I hate their logo let alone the thought of buying their car :)