MX Auto Customer Service Index (CSI) Study
Benchmarking the Experience That Keeps Customers Coming Back
The MX Customer Service Index (CSI) Study measures satisfaction with dealership service visits for vehicles one to three years old—across both warranty and customer-pay work. By combining customer feedback with real repair order data, CSI delivers one of the industry’s most complete views of aftersales performance.
A Complete View of the Service Experience
Evaluates satisfaction across five core dimensions:
• Service initiation
• Service advisor
• Facility
• Vehicle pick-up
• Quality of work
Tracks:
• Fixed right first time (overall and IQS problem category)
• Service Retention
How the Customer Service Index (CSI) Study Works
• Integrates voice-of-customer surveys with tens of millions of repair order records
• Measures satisfaction drivers across the entire service visit, spanning initiation to vehicle pick-up
• Provides competitive benchmarking and near real-time signals through monthly data
Stronger Service Insights, Better Retention
• Identifies specific drivers of satisfaction and loyalty in service
• Highlights operational best practices and training needs
• Connects key attributes (e.g. “Fixed Right the First Time”) to overall satisfaction
• Provides clear differentiation for brands that excel in aftersales
• Produces brand and segment-level rankings with monthly insights and annual award recognition
Increase Retention, Improve Profitability
• Increases service retention and repeat visits
• Boosts dealership profitability through improved loyalty
• Enhances trust and long-term brand preference
• Creates competitive differentiation for high-performing dealer networks
• Enables ongoing improvement through monthly and annual deliverables
Key Dates
2026
Fielding: Nov 2025 – July 2026
Publish:
• Annual: Sept tbd, 2026
Press Release: Sept tbd, 2026
Press Release & Award Information
JD Power issues a national press release highlighting key findings and top-to-bottom rankings from the study. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Entering into a licensing agreement provides top-ranked brands with the valuable opportunity to market their award-winning performance. As the trusted symbol of excellence, JD Power Awards enhance brand perceptions, drive consumer preference, and differentiate awarded brands in competitive marketplaces.
Designed for Aftersales and Retail Excellence Teams
• OEM aftersales leadership
• Dealer training organizations
• Marketing departments (awards)
• Customer retention and loyalty teams
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
