The J.D. Power 2025 U.S. Customer Service Index Study finds Porsche (991) and Subaru (896) lead premium and mass market brands on a 1,000-point scale measuring satisfaction with the dealership service experience. Other high-scoring brands include Lexus (900), Cadillac (888), MINI (888) and Honda (881).

The data is based on a survey of 55,210 owners and lessees who sought customer-paid and warranty work for 1- to 3-year-old vehicles last year. To the surprise of analysts, customers reported that 12% of repairs were not successfully completed on the first attempt, citing uncorrected problems and unavailable parts, among other issues.

Only half of that group said they returned or would return to the same dealership. In a release, J.D. Power’s director of automotive retail, John Tenerovich, says the data proves dealers have an opportunity to improve service retention.

“While it’s no surprise that customers gravitate to operations that serve them well, the study clearly shows that good service leads to loyal customers,” Tenerovich writes. “This phenomenon proves true across all service types — oil changes, repair, tires and brakes.”

Read more at J.D. Power