Ford Ranked About Average In 2025 Mexico Customer Service Study

In terms of the levels of customer service that Ford dealers provide, Blue Oval sellers in the U.S. ranked mid-pack among mass market brands in the 2025 American Customer Satisfaction Index (ACSI), and just above the industry average in the 2025 J.D. Power Canada Customer Service Index – Long-Term (CSI-LT) Study. In last year’s J.D. Power Mexico Customer Service Index (CSI) Study, dealers south of the border also came in just above the mean, and not much changed in the 2025 version of that same study, either.

In last year’s Mexico CSI Study, Ford dealers scored 876 out of 1,000 possible points, compared to the mass market industry average of 871. However, things improved across the board in the 2025 Mexico CSI Study, with the mass market average creeping up to 884. As for Ford, it finished with a score of 883, which is an improvement compared to 2024, but not enough to keep it ahead of the mean. Honda led the way this time around with a score of 914, and notably, Ford tied with its cross-town rival, Chevrolet.

J.D. Power’s Mexico CSI Study is analyzes the service experience among owners of one- to three-year-old vehicles, and evaluates customer satisfaction with their authorized dealer using five key measures – service quality; service facility; service initiation; service advisor; and vehicle pickup. This year’s study is based on 6,683 evaluations for the 2022, 2023, and 2024 model years, and found that emerging Chinese brands, specifically, are struggling to catch up with established ones.

“Dealer service is where brand promises to customers are either kept or broken, and Chinese brands overall are still working to earn that customer trust,” said Gerardo Gomez, senior director and country manager at J.D. Power de Mexico.

“To close the gap, those dealers must focus on honest communication, promptly owning and correcting any mistakes, and consistently deliver the technical expertise that builds customer confidence with every visit. Additionally, enhancing amenities like wireless internet access in the waiting area and improving customer greeting practices should be prioritized. Historically, Japanese brands have set the benchmark by consistently delivering on such service aspects.”