(March 14, 2013) WESTLAKE VILLAGE, Calif. — Recent investments made by automakers and dealers in improving the customer service experience are paying off in terms of more highly satisfied and loyal service customers, according to the J.D. Power and Associates 2013 U.S. Customer Service Index (CSI) Study released Wednesday.

The study finds 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.

Lexus ranked highest in satisfaction with dealer service among luxury brands for a fifth consecutive year. Lexus achieved an overall CSI score of 862 and performed particularly well in service initiation, service facility and service quality. Rounding out the five highest-performing nameplates in the luxury segment were Cadillac (858); Jaguar (856); Acura (852); and Infiniti (848).

Three of the 11 luxury brands improved 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.

Among mass market brands, GMC ranked highest with a score of 819. GMC performed particularly well in service initiation, service advisor, service facility and service quality. Rounding out the five highest-performing brands in the mass market segment were Mini (810); Buick (809); Chevrolet (806); and Volkswagen (804).

Five of the 19 mass market brands improved 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 improved by 22 points and Chrysler by 20.

"Manufacturers have made large investments in their retail programs, 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."

The study examined satisfaction among vehicle owners who visit a service department for maintenance or repair work. The 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. Five measures were examined to determine overall satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

The study finds that owners visit a dealer service department an average of 2.6 times per year, most frequently for vehicle maintenance. The shift in the proportion of maintenance work to repair work is one of the contributing factors to the increase in overall satisfaction. More than three-fourths (77%) of vehicle owners indicate that their most recent dealer service visit was for maintenance, such as an oil change or tire rotation, an increase from 72 percent in 2012 and 63 percent in 2011.

Overall satisfaction among owners who took their vehicle to a dealership for maintenance work averages 806, compared with 768 among those who took their vehicle in for repair work. Among owners who visited an independent service station, overall satisfaction averages 754 for maintenance work and 750 for repairs. Satisfaction with both maintenance and repair work conducted at dealer and non-dealer service stations is slightly higher among owners of premium vehicles than among owners of non-premium vehicles.