U.S. Customer Service Index (CSI) Study
Benchmarking the Experience That Keeps Customers Coming Back
The U.S. 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.
What the Study Measures
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 It Works
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
Core Strengths
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
Business Impact
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: January – December 2025Monthly
Publish: February 2025 – January 2026
Annual Publish: March 10, 2026
Press Release: March 12, 2026
2027
Fielding: January 2026 – February 2027Monthly
Publish: February 2026 – March 2027
Annual Publish: May 11, 2027
Press Release: May 13, 2027
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.
Profiled Brands
2026 Mass Market Brands
Buick
Chevrolet
Chrysler
Dodge
Ford
GMC
Honda
Hyundai
Jeep
Kia
Mazda
MINI
Mitsubishi
Nissan
Ram
Subaru
Toyota
Volkswagen
^Not eligible for ranking.
2026 Premium Brands
Acura
Alfa Romeo
Audi
BMW
Cadillac
Genesis
Infiniti
Jaguar
Land Rover
Lexus
Lincoln
Maserati
Mercedes-Benz
Porsche
Volvo
^Not eligible for ranking.
2027 Mass Market Brands
Buick
Chevrolet
Chrysler
Dodge
Ford
GMC
Honda
Hyundai
Jeep
Kia
Mazda
MINI
Mitsubishi
Nissan
Ram
Subaru
Toyota
Volkswagen
^Not eligible for ranking.
2027 Premium Brands
Acura
Alfa Romeo
Audi
BMW
Cadillac
Genesis
Infiniti
Jaguar
Land Rover
Lexus
Lincoln
Lucid^
Maserati
Mercedes-Benz
Porsche
Rivian^
Tesla^
Volvo^
^Not eligible for ranking.
Who should use it
Designed for Aftersales and Retail Excellence Teams
• OEM aftersales leadership
• Dealer training organizations
• Marketing departments (awards)
• Customer retention and loyalty teams
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
