Porsche owners report the highest satisfaction with dealership service, according to the latest J.D. Power 2026 U.S. Customer Service Index (CSI) Study. The luxury automaker scored 915 out of 1,000, beating the industry average of 868. Infiniti closely followed with 912, and Lexus rounded out the top three premium brands at 900.
Premium vs. Mass Market: Satisfaction Diverges
The study reveals a clear gap between premium and mass-market service experiences. While Porsche leads in luxury, Mini topped the mass-market segment with a score of 887, narrowly outpacing Subaru (886) and Buick (882). This suggests that even at the lower price points, consumers value reliable and efficient service.
The Cost of Convenience: Long Wait Times at Dealerships
Despite high satisfaction scores among Porsche and Infiniti customers, a critical issue persists: dealership service takes significantly longer than independent facilities. The J.D. Power study found that routine maintenance at dealerships consumes an average of 1.61 hours for mass-market vehicles and 2.46 hours for premium brands.
This disparity highlights a major pain point for customers. While many dealers offer high-quality service, the extended wait times can deter repeat business. Reducing these delays could be crucial for retaining customer loyalty, particularly given that highly satisfied customers (scoring 950+) are far more likely to return for paid services and future vehicle purchases.
Transparency Matters: Customers Demand Visual Proof
Modern car owners want more than just a bill and a verbal explanation after service. 64% of customers prefer receiving photo or video documentation of inspections, yet only 26% of mass-market and 44% of premium customers actually get it. Providing this transparency not only increases satisfaction but also builds trust between dealerships and consumers.
The Direct-to-Consumer Challenge: Tesla and Rivian Lag Behind
Tesla and Rivian, operating outside the traditional dealership model, face a service satisfaction gap. Their direct-to-consumer approach, relying more on mobile service, resulted in an overall score of 855, below the industry average of 868. This underscores the benefits of established dealership networks in maintaining high service standards, at least for now.
The J.D. Power study was based on feedback from over 51,000 vehicle owners and lessees from January to December 2025. The findings indicate that while luxury brands excel at customer experience, all dealerships must address wait times and transparency to retain customers in a competitive market.
