The 2013 CSI Study was based on responses from more than 91,000 owners and lessees of 2008 to 2012 model-year vehicles, who were surveyed between October and December 2012. 

Amongst the luxury brands, Lexus ranked the highest in satisfaction with dealer service for a fifth consecutive year. The brand’s overall CSI score of 862 put it ahead of Cadillac (858), Jaguar (856), Acura (852) and Infiniti (848).

Three of the 11 luxury brands improve their index score by 20 or more points, compared with 2012, with Land Rover achieving the greatest year-over-year improvement (+29 points). Infiniti improves by 24 points and Lincoln by 23.

Meanwhile, for GMC it was the brand’s first time heading up the mass-market brands, with a score of 819. This was followed by MINI (810), Buick (809), Chevrolet (806) and Volkswagen (804).

Five of the 19 mass market brands improve their index score by at least 20 points, compared with 2012, with Scion improving 24 index points, Nissan and Dodge each improving by 23 points. Mitsubishi improves by 22 points and Chrysler by 20.

JD Power also found that overall customer satisfaction with service at a dealer facility has increased to 797 (on a 1,000-point scale), a significant improvement from 787 in 2012 and up by 29 points since 2011. Additionally, overall satisfaction with dealer service facilities averages 44 index points higher than satisfaction with independent service facilities, a gap that has expanded by six points from 2012.

‘Manufacturers have made large investments in their retail programmes, and dealers have made significant investments in key customer touch-points – people, improved processes and customer waiting areas – which are having a profoundly positive impact on their customers,’ said Chris Sutton, senior director at J.D. Power and Associates.

‘Dealerships are placing more emphasis on the service advisor's role, which is essential to effectively handling service customers. Having a skilled, trained advisor is vital for a positive customer experience.’