WESTLAKE VILLAGE, Calif. -

It looks like efforts within the dealership to ensure that service customers leave happy are paying off.

According to the J.D. Power and Associates 2013 U.S. Customer Service Index (CSI) Study released Wednesday, overall customer satisfaction with service at a dealer facility has increased to 797 (on a 1,000 point scale), up significantly from 787 in 2012.

The 2013 U.S. CSI Study  — based on responses from more than 91,000 owners and lessees of 2008 to 2012 model-year vehicles  — also found that overall satisfaction with dealer service facilities averages 44 index points higher than satisfaction with independent service facilities, a gap that has expanded by six points from 2012.

Commenting on the study findings, Chris Sutton, senior director at J.D. Power and Associates, said, “Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-points — people, improved processes and customer waiting areas — which are having a profoundly positive impact on their customers.

“Dealerships are placing more emphasis on the service adviser’s role, which is essential to effectively handling service customers. Having a skilled, trained adviser is vital for a positive customer experience,” he added.

Obviously, most all OEM dealers have improved their customer satisfaction stats, but some nameplate stands out above the rest, according to study results. 

Lexus ranked highest in satisfaction with dealer service among luxury brands for a fifth consecutive year, achieving an overall CSI score of 862. This nameplate “performs particularly well in service initiation, service facility and service quality,” the report reads.

Rounding out the five highest-performing nameplates in the luxury segment are Cadillac (858); Jaguar (856); Acura (852); and Infiniti (848).

Among mass market brands, GMC ranked highest with a score of 819.

“GMC performs particularly well in service initiation, service adviser, service facility and service quality,” officials noted.

GMC was followed by MINI (810); Buick (809); Chevrolet (806); and Volkswagen (804).

Editor’s Note: For expanded coverage on this study, keep an eye out on Auto Remarketing e-newsletters for info on how service center satisfaction is tied to customer loyalty.

Continue the conversation with Auto Remarketing on both LinkedIn and Twitter.