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Subaru Scores Above Average In J.D. Power Customer Service Index Study

What happens after you buy a new 2020 Subaru Outback, Forester, Crosstrek, or Ascent and you take it in for service? See what current owners say.

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.

2020 Subaru Outback, 2020 Subaru Forester, 2020 Subaru Crosstrek, AscentYou 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.

2020 Subaru Outback, 2020 Subaru Forester, 2020 Subaru Crosstrek, AscentSubaru 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.

You Might Also Like: New Report Says Subaru Forester Is Now The Most-Loved Compact SUV In America

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


Alan Eccleston (not verified)    March 15, 2020 - 7:50AM

I own a2014 forester with 118k miles above regular maintenance I have had to replace bearing axles and lower control arm. The dealer told me as a Subaru gets older the buckle and dime you. This is my first and last Subaru. I bought the car new. At least Hyundai backs their cars

David (not verified)    March 15, 2020 - 9:33AM

I just felt like adding to this posting, A couple weeks ago I purchased a “pre owned” 2014 Subaru crosstrek in Daytona Beach Florida, I opted to not accept the extended warranty, within just a couple weeks my crosstrek had a very strange noise coming from the engine, (I thought possibly timing chain issue) this happened on a Friday evening and I thought to myself I was not going to have my car over the weekend, I found that Subaru service department is open half day on Saturdays, I did not get a good night sleep do to this ordeal, I made sure I was the first person there in the morning, the guy at the service counter could not have been more nice and understanding, within just a few moments he handed me the keys to a brand new 2020 crosstrek to use until my car is repaired no matter how many days it takes (I was shocked in a good way) he said don’t worry about the warranty he will take care of everything, I left my car on a Saturday, they called later the same day and said the engine has to be taken apart to correct the issue and to keep the 2020 crosstrek until everything is repaired. I guess what I’m trying to say is that I agree, Subaru of Daytona treated me like gold (or as I purchased a new car, but treated me the same even though I purchased a used one) so hats off to Subaru service!!!! Thanks again Dave

Frank Finkelstein (not verified)    March 15, 2020 - 5:37PM

average=mediocre. I'm on my 5th Subaru and 3 of my kids each own one. The reason I rarely use my dealer is that they pad the services, dog things that are not in the service book. This add$ up.

Mary lou mccallister (not verified)    March 16, 2020 - 7:22AM

I hope this gets somebody attention I have.a 2019 Forrester
the problem is that i am 80 years old 5ft 2in and have to stand up on my tippy toes to close my trunk. I took it in and they told me that it has no adjustment. isnt this suppose to be a "senior "car? please. help me,I love this car.