As FoMoCo continues to focus on the post-purchase and customer experiences, a big part of its future strategy also centers around improving service at Ford dealers. The automaker is in the process of adding new features such as pickup, delivery, and mobile services across the globe, but thus far, this has had little impact on various surveys measuring customer service at Ford dealers. In last year’s J.D. Power 2022 U.S. Customer Service Index (CSI) Study, those dealers improved by two spots year over year, yet still ranked below the industry average. Now that this year’s study has been released, it reveals that there is still much work to be done in that regard, too.
After moving up from the 14th spot with a score of 838 out of 1,000 in 2021 to 12th place in 2022 with a score of 833, Ford dealers stumbled a tad this year, falling back down a spot to 13th place among all mass market automakers with a score of 832. That ranks it behind Mitsubishi (884), Mazda (870), Buick (867), Subaru (862), Mini (854), Chevrolet (853), GMC (853), Nissan (851), Honda (850), Toyota (842), the segment average of 842), Volkswagen (836), and Kia (835), as well as ahead of Dodge (830), Ram (823), Jeep (821), Hyundai (817), and Chrysler (803).
The 2023 U.S. Customer Service Index (CSI) Study is based on the responses of 64,248 verified registered owners and lessees of 2020 to 2022 model-year vehicles. The study measures satisfaction with service at franchised dealer or aftermarket service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. It also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five measures that comprise the vehicle owner service experience – service quality, service advisor, vehicle pick-up , service facility, and service initiation, a well as emerging features such as valet service, mobile vehicle servicing, and online/smartphone app payment options to gauge the effect these processes have on the service experience.
We’ll have more insights like this to share soon, so be sure and subscribe to Ford Authority for 24/7 Ford news coverage.
Dealerships are like people. They may look the same, but they each have their own personality and behave completely differently. My local dealer has been great. No issues at all. Others are terrible.
The question I have reading the above ranking is “why is Mitsubishi so much higher?” They are significantly higher than #2 Mazda. It is a curious rank given that they sell a limited number of lower-end vehicles. Maybe the smaller number of dealerships helps? I’d like to see if you can correlate vehicle reliability with dealership customer service.
I’m thinking your thoughts on dealer size and number has a lot to factor in these numbers. However, the Mazda number doesn’t surprise me. I moved from Ford to Mazda about 10 years ago and have never been disappointed.
Very true. When I still had my FORD product, I took it to the same dealer almost exclusively for the 17 years I had it. The people were nice and they never sold me anything I didn’t need so no problem there. They actually saved me money by telling me that they had very low cost service rentals as opposed to the rental car place across the street. But one problem that encountered almost every time. They would bring my car up front but it would take up to half an hour to get the paperwork to the cashier. The younger ladies who were the cashier/receptionists seemed to be silly and giggley and often dingbatty. I even brought it up to the owner via email and the problem seemed to improve for a but then went back to the same old same old.
dealer service in Florida stinks. I have 3 recalls , its not going to dealership unless it stops running. it’s like a tug of war with dealer service.
Maybe this would help. How about when I get a survey after service and I complain about the service I got your actually do something about it. Novel idea huh Ford!?!?!!!
Talk about dealership service, I made a appointment for my 2019 escape for routine service, the service person said they can’t locate my appointment on the computer??
So I sat down and waited , after not leaving they took the escape in for service. I’m looking for a new dealership, but I still likey escape!
Haven’t owned an American car in over 40 years. Then in retirement we wanted to go camping so we purchased, (what we thought was the best PU in America), the Ford F 150. Within one year of ownership I can say, this has been the worst automotive purchase of my life. Ford is a “Terrible” product. Ford really does stand for “Fix Or Repair Daily” or “Found On Road Dead”. All my neighbors keep seeing the truck going in for service. Will never buy a American again!
I’ve had problems with my Ford dealer having recalls on my edge. Once made an appointment and they said that they had the part when I went in they didn’t have the part. Had to reschedule. Last recall on the shifter was a 45 minute job as they said but, had to keep it until the next day. Had no choice. The only ford dealer in 30 miles.
We Left LEXUS For FORD. For us, the Service Department’s seem Like two Different Worlds? LEXUS was about 99.9% Good All the Time. (and ya get a FREE LOANER)! FORD, At this Point, with our 2018 EDGE And 2022 F-150, I would be being really Nice to give them a rating of “Maybe” 65/70% If That. Most often, the Service writer get’s it, When the Car/Truck get’s in the Garage, Seems as though the Paper Work was Tossed out, and the Technician /Mechanic is left Guessing what’s wrong, or Just don’t care, or Simply don’t have the Training to FIX Stuff Properly????
When you pay peanuts you get monkeys!
When you do lousy work, don’t expect to get paid much. Young people want to coast and expect the world.
Interesting articles. I was just quoted in Automotive News regarding our Customer Service Process. I had to get away from reading “survey’s” developed by OEM’s due to the issues stated in the above section. People want to be heard from people/dealers immediately after service, which we do. The OEM’s are entitled to their process, but when no one listens then it’s time for a change. Sorry to hear about all your issues, but the Ford product is actually very good, the customer service just needs a little tune up.