In a resounding victory, Jeep® has once again emerged as the frontrunner in customer satisfaction in the Mexico 2023 Customer Service Index Study (CSI) conducted by J.D. Power. This marks the second consecutive year that Jeep has clinched the top spot in the volume market segment, attaining an impressive score of 900.
The CSI Study, now in its eighth year, is a comprehensive assessment of the service experience for vehicle owners aged one to three years. It evaluates customer contentment with authorized dealers, employing five key criteria ranked by significance: quality (31%), facilities (20%), initiation (18%), advisor (17%), and delivery (15%).
Based on feedback from 4,906 owners of new vehicles from model years 2020, 2021, or 2022 who had serviced their vehicles at an authorized dealer within the last 12 months, the study was conducted from October 2022 to July 2023.
Rafael Paz, Director of the Jeep® brand at Stellantis Mexico, expressed the brand’s unwavering commitment to providing customers with an unparalleled user experience. He emphasized the brand’s dedication to continuous innovation to uphold the advantages that have positioned Jeep as a standard-bearer in its segment. Paz commented, “This recognition, for the second year in a row, reflects that Customer Service is one of the most important parts of the user experience in Jeep.”
This year, the study underwent a redesign to incorporate a more comprehensive assessment of various service types, including valet or traditional service visits. Additionally, it introduced more detailed insights into customer preferences regarding different aspects of the service visit. The study also explored the factors driving customer confidence in distributors and why customers choose a distributor over an independent workshop for service.
Jeep’s enduring commitment to exceptional customer service has solidified its reputation as an industry leader, setting a high standard for the automotive service sector. With this noteworthy achievement, Jeep has reaffirmed its dedication to customer satisfaction and consistently demonstrated its ability to deliver outstanding service experiences.
In the competitive automotive industry landscape, Jeep’s back-to-back triumphs in the CSI Study are a testament to the brand’s unwavering commitment to excellence and customer-centric approach. Jeep’s dedication to setting the bar for customer service remains a cornerstone of its success as the automotive landscape evolves.