Satisfaction with the dealer service experience remains strong for a second consecutive year. To improve satisfaction even further, opportunities include addressing long wait times for appointments, communication shortfalls and gaps in fixing vehicles correctly on the first visit. The J.D. Power 2025 U.S. Customer Service Index (CSI) Study is now in its 45th year and has been redesigned to include actual repair data drawn from individual dealerships – providing deeper granularity.
EV OWNER SATISFACTION IMPROVES, SAYS RECENT J.D. POWER STUDY
After satisfaction declined in 2024, owners of battery electric vehicles (BEVs) have expressed increased satisfaction this year, according to the 2025 U.S. Electric Vehicle Experience (EVX) Ownership Study. Overall, 94% of BEV owners are likely to consider purchasing another BEV in the future.
REPORT FINDS PUBLIC CHARGING EXPERIENCE IS ON THE DECLINE
The EV charging experience wasn’t all that great to begin with, but the latest J.D. Power E-Vision Intelligence Report concludes that things have gotten worse. One in five drivers (20%) who visited public charging stations were unable to charge – up from 19% in 2024 and 18% in 2023.
THE LATEST CAR TECHNOLOGY IS STARTING TO DRIVE PEOPLE NUTS
Drivers are finding they wish the smart technology in their cars was just a bit dumber, according to The Wall Street Journal. “We’ve changed door handles from being a problem-free experience to now, we’re seeing all these problems,” said Kathleen Rizk, senior director of global automotive consulting at J.D. Power.
MONTHLY AUTO PAYMENTS SET RECORD FOR MONTH OF FEBRUARY
J.D. Power released data on Feb. 20 that shows a higher average monthly car payment with no change in the average interest rate from this time last year. “Vehicle affordability remains a challenge for the industry and is the primary reason why the sales pace, while strengthening, has not returned to pre-pandemic levels,” said Thomas King, president of the data and analytics division at J.D. Power.
The recent acquisition of Superior Integrated Auctions (SIA) will expand the J.D. Power Marketplace, an electronic platform designed to bring the traditional auction process online.
Across the industry, the average number of problems per 100 vehicles studied rose to 202, a 6 percent increase from 2024. It is the largest year-to-year increase in the 36-year study.
JD Ney, director of the Canadian automotive practice at J.D. Power, said the next gen of EV shoppers is going to require increased guidance from salespeople on the dealership floor.
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