As Ford Authority reported back in March, Ford dealers ranked below average on J.D. Power’s 2022 U.S. Customer Service Index (CSI) Study. However, Blue Oval dealers south of the border faired much better in the newly-released 2022 Mexico Customer Service Index-Long-Term (CSI-LT) Study, ranking above the industry average and a number of key rivals as well.
In the new study, Ford scored an 838 out of a possible 1,000 points, which ranks it behind first-place Toyota (865), BMW (861), Mazda (857), Honda (855), Volkswagen (854), Chevrolet (853), and Audi (847), but above the industry average of 836, as well as Hyundai (830), Jeep (823), Nissan (822), Kia (821), Dodge (820), Renault (794), and SEAT (794).
The J.D. Power 2022 Mexico Customer Service Index-Long-Term Study provides a comprehensive analysis of the service experience among owners of three- to 12-year-old vehicles. It evaluates customer satisfaction with their dealer or non-dealer service center by examining five key measures – service quality, service advisor, service initiation, service facility, and vehicle pick-up.
This year’s study is based on the evaluations of 3,422 interviews with new- and used-vehicle owners in Mexico about their three- to 12-year-old vehicles. The study was fielded from March through May 2022. Overall, the study found that dealer service visits have increase to near pre-pandemic levels, while dealer service continues to outperform that of non-dealers. However, a general lack of loyalty means that there is plenty of opportunity avilable for the taking, too.
“The service business was hard hit by the pandemic, but both authorized dealers and independent service shops have seen visits and revenue-per-visit increase,” said Gerardo Gomez, senior director and country manager at J.D. Power de Mexico. “While satisfaction maintains a steady upward trend, service providers must not let higher revenues prompt them to lose sight of the importance of satisfying their customers.”