J.D. Power 2026 CSI Study Reveals Top and Worst Dealer Service

J.D. Power’s 2026 CSI Study analyzes dealer service satisfaction in the U.S., highlighting leading brands like Porsche and MINI and challenges facing traditional dealerships.

The latest results of the J.D. Power 2026 U.S. Customer Service Index (CSI) Study show that the dealership service experience in the United States is gradually improving, though the gap between automakers remains significant. For manufacturers, the findings highlight a crucial point: the service experience after the sale is increasingly shaping customer loyalty and the likelihood that owners will return to the same brand.

The study, now in its 46th year, measures customer satisfaction with service performed at franchised dealerships and independent repair facilities. The index is based on five key factors: service quality, vehicle pick-up, service advisor performance, service facility, and service initiation. The 2026 study analyzed responses from 51,228 verified owners and lessees of vehicles aged one to three years, with data collected throughout 2025.

Overall satisfaction with dealer service improved slightly. The industry average rose to 868 points, an increase of three points compared with the previous year. The improvement was more pronounced in the premium segment, which climbed to 886 points, while the mass-market segment reached 865 points.

Among premium brands, Porsche ranked first with 915 points, followed closely by Infiniti with 912 and Lexus with 900. In the mass-market category, MINI led the ranking with 887 points, narrowly ahead of Subaru at 886, while Buick finished third with 882.

Looking at specific segments, Mazda led among mass-market cars and Subaru ranked highest among mass-market SUVs and minivans. In the premium car category, Infiniti and Porsche shared the top position, while Infiniti also led the premium SUV segment. In the highly competitive pickup category, Ford achieved the highest score, ahead of Toyota and Chevrolet.

Porsche’s performance is particularly notable. The brand secured the number-one position for the second consecutive year and has now placed in the top three of the CSI ranking for nine consecutive years. The company also achieved the highest results across all five customer-experience evaluation categories among premium brands.

Despite the overall improvement, the study highlights several challenges facing dealerships. One of the most significant issues remains service time. Routine maintenance at dealerships takes an average of 1.61 hours for mass-market brands and 2.46 hours for premium brands. By comparison, similar work at independent service providers is completed in less than one hour in 62% of cases.

Customer expectations are also evolving. According to the study, 64% of vehicle owners would like to receive photo or video confirmation of the work performed. In reality, only 26% of mass-market customers and 44% of premium customers currently receive such documentation. When digital inspection reports and visual evidence are provided, satisfaction with the service advisor increases significantly.

Traditional dealerships face an additional challenge from customers who previously owned vehicles from direct-to-consumer brands such as Tesla or Rivian. These owners are accustomed to app-based service scheduling, mobile technicians, and continuous digital updates about repair progress. As a result, their satisfaction levels tend to be lower when they transition back to conventional dealership service.

The importance of service quality is becoming clearer for automakers. Research shows that when CSI satisfaction levels reach around 950 points, up to 88% of premium customers say they are likely to return to the same dealer for their next service visit.

This is particularly significant at a time when brand loyalty is declining across the U.S. auto market. Recent research indicates that overall brand loyalty has fallen to roughly 49%, meaning customers are more willing than before to switch brands when purchasing their next vehicle.

Against this backdrop, dealership service is increasingly evolving from a routine after-sales function into a strategic tool for customer retention. Automakers and dealers that manage to reduce service times, improve communication, and expand digital service options may gain a meaningful advantage in the competition for customer loyalty in the years ahead.