Subaru Best in Mass Market for 2025
Subaru: #1 in The Mass Market for 2025!
Ranked #3 in the Entire Industry
Subaru has once again set the standard for excellence in customer service. According to the **2025 J.D. Power Customer Service Index Study**, Subaru secured the **highest rating among mass-market brands** and ranked **#3 overall**, surpassing many luxury brands in customer satisfaction.
Award-Winning Customer Service
Why Subaru Leads the Industry
- Top-Rated Service: Subaru achieved an **896-point** score out of 1,000, making it the highest-rated mass-market brand.
- High Overall Ranking: Subaru **outperformed competitors like Mini (888), Honda (881), and Buick (878).**
- Service Excellence: Subaru excels in **service quality, adviser professionalism, vehicle pickup, and ease of service initiation.**
- Positive Trend in Wait Times: Service appointment availability is improving across the industry, and Subaru has leveraged **efficient service bays** to minimize delays.
- Higher Retention: Customer satisfaction is key to dealership loyalty—Subaru’s top rating reflects a **commitment to long-term relationships** with owners.
Key Industry-Wide Findings
- Luxury vs. Mass Market: While luxury brands saw an **average rating of 878**, Subaru’s **896 score** was higher than several high-end competitors.
- Generational Trust Gap: Baby boomers show the **highest trust in dealership service** (6.24 out of 7), while Gen Z owners report lower trust (5.77).
- First-Time Fix Rate: **12% of vehicle repairs are not completed correctly** on the first visit, causing frustration and reducing retention.
- EV Service Challenges: Customer satisfaction for electric vehicle (EV) owners is **51 points lower** than gas-powered vehicles due to a **lack of trained EV technicians.**
- Communication Issues: The study highlights the need for better communication—dealerships must **match the customer's preferred contact method** (text, email, or call) to improve satisfaction.
Subaru's Commitment to the Future
- Expanding Service Excellence: Subaru is actively improving its dealership training programs to ensure **even better service quality and customer communication.**
- Emphasizing First-Time Fix Accuracy: By investing in technician training, Subaru aims to further reduce the **12% rate of incomplete repairs** seen industry-wide.
- Better EV Service: As the market shifts toward electric vehicles, Subaru is prioritizing **specialized EV technician training** to improve service satisfaction.
- Advanced Communication:** Subaru service centers are working on integrating **AI-powered chat and automated updates** to keep customers informed in real time.
- Eco-Friendly Service Practices: Subaru is committed to **sustainable service operations**, including waste reduction and energy-efficient dealership facilities.
