Press Release
Auto Dealer Service Satisfaction Improves amid Challenges from Aftermarket and Unique Effect of Direct-to-Consumer Brands, JD Power Finds
TROY, Mich.: 12 March 2026 —When it comes to dealer service, customers are looking for an experience that minimizes disruption to their daily lives while simultaneously offering greater value, according to the JD Power 2026 U.S. Customer Service Index (CSI) Study,SM released today. For the most part, dealers are delivering on that promise, with overall satisfaction improving 3 points (on a 1,000-point scale) in this year’s index. Despite that improvement, dealers continue to face considerable competition from aftermarket providers focusing on speed and convenience and from direct-to-consumer brands prioritizing mobile and valet service options.