These Are The Brands That Customers Love The Most

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And a few that leave them less than impressed.

The dealership experience plays a big role in the overall experience of purchasing a vehicle. A negative encounter will leave a bad taste in your mouth for some time and, possibly, affect your car-buying choices the next time around. On the other hand, excellent service from your local dealers will ensure repeat business and loyal customers for life.

New dealership concepts have stirred up sales for some brands, but at the end of the day, it's good old-fashioned customer care that is best remembered. The latest J.D. Power Customer Service Index (CSI) Study has found that when it comes to client satisfaction, Lexus and Mini are unrivaled. While buyers of a high-end Lexus LS expect to be treated like royalty, it's refreshing to see mainstream brands ranking nearly as high.

2021-2022 Lexus LS Front Angle View Lexus
2021-2022 Lexus LS Rear Angle View Lexus
2021-2022 Lexus LS Dashboard Lexus
2021-2022 Lexus LS Wheel Lexus

The Japanese brand scored highly, with a total of 897 out of a maximum score of 1,000. Flying the flag for the US is Cadillac. With a score of 880, it cemented a second-place finish and beat Porsche by just one point. Acura came in at 871, with BMW trailing behind at 866. Interestingly, Mercedes-Benz - once a byword for quality and customer care - finished near the bottom with a final score of 849.

Lexus leading the pack comes as no surprise; the brand continues to satisfy its customers and recently placed high in a sales satisfaction study.

As for the more mainstream companies, Mini is the brand to beat. The boutique automaker scored an impressive 873 points, clinching first position for a second consecutive year. Hot on its tail is Buick with 872 points. Mazda and Mitsubishi also faired well, scoring 856 and 854, respectively. Surprisingly, Honda, Hyundai, and Kia all scored below the segment average of 844.

Front Angle View Mini
Rear Angle View Mini
Side View Mini
Dashboard Mini
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Among several interesting findings, the study also uncovered that EV owners experience lower service satisfaction than their gas- or diesel-powered counterparts. The score sits at 784, which pales in comparison to ICE vehicles, rated at 852. J.D. Power's VP of automotive retail, Chris Sutton, said this could lead to dealers losing BEV owners to aftermarket service providers.

When it comes to electric vehicles, it's Kia and Tesla that prove the most satisfactory to own. Out of a possible 1,000 points, the Model 3 scored 777, with the Model Y and Model S finishing in second and third place. Mainstream EV owners simply cannot praise the Kia Niro EV enough, with the compact electric crossover scoring a total of 744 points, placing it ahead of the pricier Mustang Mach-E.

2017-2022 Tesla Model 3 Forward Vision Tesla
2017-2022 Tesla Model 3 Side View Driving Tesla
2019-2022 Kia Niro EV Front Angle View Kia
2019-2022 Kia Niro EV Rear Angle View Kia

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