Ford Authority

Lincoln Ranked Below Average In Customer Service Study

Lincoln is on the cusp of a major transformation that will see the luxury brand add four new EVs to its lineup by 2026, with several more due in the years that follow. Interestingly, however, the newly released 2023 J.D. Power U.S. Customer Service Index (CSI) Study found that the increasing volume of all-electric vehicles being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, which should serve as a bit of a warning for the luxury brand as it enters that space. In the meantime, this new study wasn’t entirely kind to Ford or Lincoln, as both brands once again ranked below the segment average.

J.D. Power 2023 U.S. Customer Service Index Study CSI Premium Brands

From 2021 to 2022, Lincoln improved its score on this particular study from 847 to 854 out of a possible 1,000 points, though it still ranked below the industry average of 866 at that time. This year, the luxury brand slipped considerably, finishing with a score of 835, ranking it behind Lexus (900), Porsche (880), Cadillac (879), Infinity (878), Acura (869), BMW (868), Alfa Romeo (860), Volvo (851), Audi (848), Mercedes-Benz (847), and Jaguar (839), as well as ahead of just Land Rover (824) and Genesis (819).

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.

The study 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 pickup , 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.

“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said Chris Sutton, vice president of automotive retail at J.D. Power. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles – but we’re not seeing the benefits yet.”

We’ll have more insights like this to share soon, so be sure and subscribe to Ford Authority for more Lincoln news and 24/7 Ford news coverage.

Brett's lost track of all the Fords he's owned over the years and how much he's spent modifying them, but his current money pits include an S550 Mustang and 13th gen F-150.

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  1. John

    Lexus customer service puts all dealers to shame.

    1. Davido49

      Too bad there vehicle technology & style is atrocious. I will stick w/ Lincoln! My new Corsair is amazing. Been impeccable thus far w/19k mis on clock.


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