Subaru Scores Above Average In J.D. Power Customer Service Index Study
You would probably like to take your new Subaru Outback, Forester, Crosstrek, Ascent or WRX STI on a road trip than spend your time taking it in for service. But it makes it easier when your experience is positive. If you don’t feel like you were treated like a valuable customer, the time taking your car in for maintenance can feel more like going in for a root canal.
Before you buy a new Subaru, you can learn from the current owners’ experience and see how the automaker is doing. The J.D. Power 2020 Customer Service Index Study (CSI) is out and shows how Subaru takes care of customers in its service department. The study measures customer satisfaction for maintenance or repair work among owners and lessees of one- to three-year-old Subaru vehicles.
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.
How is Subaru doing?
Subaru ranks above average in overall customer satisfaction. Based on a 1,000 point scale, the automaker scores 835 points which is above the industry average of 831 for mainstream brands. Subaru is number 9 out of 19 mass-market brands in the J.D. Power CSI 2020 study. Subaru is moving up in customer satisfaction from its 2019 rating of 829 and has shown continual improvement in the past 5 years.
Subaru is making steady progress in CSI
This is likely because 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.
Subaru of America has been growing so fast, many dealers outgrew their facilities, and the expansion was vital to keep the new 2020 Subaru Outback, Forester, Crosstrek, Ascent, and WRX STI customers happy and coming back. 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 variety of roles. All of his reports are archived on our Subaru page. Follow Denis on Facebook, Twitter, Instagram, Subaru Report. Check back tomorrow for more Subaru news and updates at Torque News!
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Photo credit: Atlantic Subaru