The new J.D. Power Study says Porsche does the best job keeping its customers happy
Luxury Satisfaction: Porsche delivered the most satisfying dealership experiences of any luxury car brand.J.D. Power and Associates released its annual Customer Service Index study—a closely watched measure of which brands are doing the best job of keeping customers happy—this morning.
For the first time in the study’s 38-year history, German automaker Porsche delivered the most satisfying dealership experiences of any brand, luxury or otherwise, with a score of 893 points out of 1,000. Followed by Lexus , Cadillac , Infiniti and Mercedes-Benz .Buick While it didn’t come in first, the big winner in the study is Mitsubishi. It recorded the most significant improvement year-over-year , jumping from a rank of 21Long Jumper: Mitsubishi recorded the most significant improvement year-over-year , jumping from a rank of 21st in customer satisfaction last year to 12th in 2019.1. Customers want an all-digital experience, preferring to communicate with the dealer via text message.
Customers are also slowly shifting their preferred method of scheduling service to the internet and away from scheduling via phone. In 2015, people preferred to use the internet 20 percent of the time to schedule appointments versus 64percent by phone. This year, preferences are 28% and 59%, respectively.
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