The 2021 Customer Service Index calculated by J.D. Power has slotted Mitsubishi Motors into third place. The 2021 CSI pulled data from approximately 62,519 customers’ responses based on their experiences at a service facility or dealership’s service department for their one- to three-year-old models during July through December of 2020.
Study participants rated the quality of service, interaction with the service advisor, the look and feel of the service facility, service initiation, and the convenience of vehicle pick-up.
How Mitsubishi performed
Ranking as the third-highest mass-market brand in the 2021 CSI, Mitsubishi earned 857 points out of a possible 1,000-points, just two points lower than Buick, which took second place with a score of 859. This is an 11-point improvement for Mitsubishi compared to its performance in the 2020 CSI. GMC took fourth place with 856 points while Kia earned fifth place with 855 points. In the service quality assessment, Mitsubishi tied for first place.
“While there is so much exciting product news to celebrate at Mitsubishi Motors, the J.D. Power 2021 CSI Study results demonstrate that we have continued to stay focused on what really matters – customer service,” said MMNA Chief Operating Officer Mark Chaffin. “Proof of our performance can be seen in our maintaining the top-ranking, Asian mass-market, or non-premium, brand position for the third year in a row.”
Get a closer look at the 2021 Mitsubishi lineup at Atzenhoffer Mitsubishi in Victoria, Texas.