Need to service your car? As with so many things these days, you may have to wait.
A combination of factors — from staffing shortages to supply chain issues — has created longer wait times to snag appointments at auto dealership service departments, according to J.D. Power’s 2022 U.S. Customer Service Index study.
That means the wait to service 1- to 3-year-old vehicles has increased by nearly one full day, with the overall wait time stretching to roughly 4.5 days for premium and mass market vehicles.
Despite having to wait, drivers still place a lot of faith in dealerships. When asked to rate the statement “I trust the dealership to perform complex repairs on my vehicle,” on a scale of 1 to 7, the average rating was 6.16.
Some car brands get higher marks than others. In terms of luxury brands, five automakers saw their dealerships exceed the segment’s average score of 866 on a 1,000 point scale. The top three and their scores were:
- Lexus: 897
- Cadillac: 880
- Porsche: 879
When it comes to mass-market brands, nine automakers saw their dealerships exceed the segment’s average score of 844. The top three were:
- Mini: 873
- Buick: 872
- Mazda: 856
The survey news was not all good. When asked to rate how one statement — “Takes responsibility when a mistake is made and resolves it effectively” — applies to dealerships on a scale of 1 to 7, the average rating was a mere 5.91.
This year’s study was based on responses from 67,185 verified registered owners and lessees of 2019 to 2021 model-year vehicles. The study was redesigned from previous years to include emerging trends such as remote vehicle servicing and app payment methods. Car owners were asked about their satisfaction in the following categories, in order of importance:
- Service quality
- Service adviser
- Vehicle pickup
- Service facility
- Service initiation
For more on finding a trusted pro to service your vehicle, read “11 Keys to Finding a Car Mechanic You Can Trust.”
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