Porsche Dealers Rank Near the Top In Customer Service

Stellar Service

As Porsche fans are likely well aware, the brand's dealerships are known for offering up stellar customer service, particularly in the service department itself. As such, it should come as no huge surprise to learn that Porsche wound up ranking second in the premium segment in J.D. Power's 2024 U.S. Customer Service Index (CSI) Study, which was just released. 

Photos: Porsche

Almost There

In the latest version of this study, Porsche dealers ranked second only to Lexus with a score of 894 out of 1,000 possible points, which was a mere three points behind the latter brand's score of 897. Regardless, it's an impressive finish, and one that places it far ahead of the rest of the competition, as well as the segment average of 866.

Photos: Porsche

Basic Premise

The premise of J.D. Power's U.S. Customer Service Index (CSI) Study is fairly simple - it aims to measure customer satisfaction among those that either own or lease one- to three-year-old vehicles, based on maintenance or repair work performed at franchise dealerships and aftermarket service facilities. 

Photos: Porsche

Measuring Stick

To do this, J.D. Power looks at five specific categories, which are listed here in order of importance - service quality, service advisor, vehicle pick up, service facility, and service initiation. This year's study is based on the responses of 64,781 owners or lessees of 2021-2023 model year vehicles.

Photos: Porsche

Making Improvements

Overall, the entire automotive service industry saw its CSI score improve by five points versus last year, up to 851 on a 1,000-point scale. The biggest issues, it seems, were related to wait times, both in terms of how long it took customers to secure and appointment, as well as how long they had to wait for that work to be completed. 

Photos: Porsche

Two Problems

According to J.D. Power, much of this stems from a continued lack of adequate labor, as well as persistent problems related to the supply chain. Many repairs and recalls are taking longer to complete because of these two factors, and that's especially true in the EV space. 

Photos: Porsche

Labor and Parts

“It’s encouraging to see an improvement in service satisfaction but, unfortunately, the capacity and wait time issues have gotten progressively worse since the pandemic and show no immediate signs of easing up,” said Chris Sutton, vice president of automotive retail at J.D. Power. “Excluding Tesla owners, the service experience for BEV owners is underwhelming. As sales of BEVs continue to grow and the industry moves out of the early adopter phase, the typical owner will not be as willing to tolerate a less-than-stellar service and ownership experience. On the manufacturer side, a higher rate of BEV recalls is also contributing to an inconsistent experience. This is an area that automakers and dealers need to address now to help make the transition to electrification as pain-free as possible for owners in the future.”

Photos: Porsche

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