Dealership Service Department Wait Times Have Increased One Full Day

Wait times to schedule service appointments with dealerships for one- to three-year-old vehicles increased by nearly one full day among owners of premium and mass market vehicles, according to the J.D. Power 2022 U.S. Customer Service Index (CSI) Study.

The study is based on responses from 67,185 verified registered owners and lessees of 2019 to 2021 model-year vehicles. It study was fielded from July through December 2021.

J.D. Power’s research indicated that 42% of customers preferred having the service department send text messages to remind them of upcoming appointments or to provide a status for in-process work. Additionally, vehicle owners have gravitated toward other technology to communicate with service departments, including making appointments online (27%), making appointments via a mobile app (7%) and paying online (17%).

Lexus ranked highest in satisfaction with dealer service among premium brands with a score of 897 out of 1,000. Cadillac ranks second at 880 followed by Porsche at 879, Acura at 871 and BMW at 866.

Mini ranked highest in satisfaction with dealer service among mass market brands for a second consecutive year, with a score of 873. Buick ranks second at 872 followed by Mazda at 856, Mitsubishi at 854 and GMC at 853.

For more information about the U.S. Customer Service Index (CSI) Study, click here.

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