What is Subaru’s customer service like after driving a 2021 Subaru Forester, Outback, Crosstrek, or Ascent off the retailer’s lot? You can have the best car, but it can ruin your new car experience if the service is lousy. The 2021 J.D. Power Customer Service Index Study (CSI) is out and shows how Subaru takes care of customers in its service department.
What is Subaru’s customer service rated?
The study measures customer satisfaction for maintenance or repair work among owners and lessees of one- to three-year-old Subaru vehicles. Subaru ranks at the mainstream brand average in overall customer satisfaction. Based on a 1,000 point scale, the automaker scores 843 points which is an improvement over last year’s survey. In 2020, Subaru scored 831 for mainstream brands.
photo credit: Adventure Subaru
Subaru is number 10 out of 18 mass-market brands in the J.D. Power CSI 2021 study. Subaru is moving up in customer satisfaction from its 2019 rating of 829 and has shown continual improvement in the past five years.
The top 10 car brands in customer service
Mini ranks number one among mainstream automakers, followed by Buick, Mitsubishi, GMC, and Kia, making up the top five brands. Nissan, Chevrolet, Honda, Toyota, and Subaru finish out the top 10 brands. They are followed by Mazda, Hyundai, Ford, Dodge, Volkswagen, Jeep, Chrysler, and last place Ram.
photo credit: Adventure Subaru
Subaru is making steady progress in CSI
Subaru dealers in the U.S. started receiving large incentives from Subaru Corporation in 2013 to expand and renovate their service-shop capacity in a new program called Fixed Operations Expansion, or FOX. Subaru says around two-thirds of its U.S. dealerships have used the money to expand their service-shop capacity.
You would rather be enjoying your Subaru
Your time is valuable, and you want to get your new car in and out as fast as possible so you can enjoy your new Subaru. You also want to be charged a fair price for routine maintenance and repairs. You want to be treated with courtesy by a knowledgeable service advisor and have a clean, comfortable waiting area where you can have relax or work on your laptop.
Because Subaru of America grew fast in the past decade, many retailers outgrew their facilities. Service department expansion was vital to keep the new 2021 Subaru Forester, Outback, Crosstrek, and Ascent customers happy and returning. If a new all-wheel-drive Subaru is on your shopping list, current customers are satisfied with their service department experience.
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Denis Flierl has invested over 30 years in the automotive industry in a consulting role working with every major car brand. He is an accredited member of the Rocky Mountain Automotive Press. Check out Subaru Report where he covers all of the Japanese automaker's models. More stories can be found on the Torque News Subaru page. Follow Denis on Facebook, Twitter, and Instagram.
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Photo credit: Main image -Ramsey Subaru