Among mass-market brands, Buick ranked highest with a score of 857, followed by Mini (853) in second place. Mitsubishi vaulted from below the mass-market brand average last year with a 2019 score that rose 27 points to 846, good for third place, followed by Chevrolet (845) in fourth, and GMC and Toyota, tied at 840.
Five FCA brands — Chrysler, Dodge, Jeep, Ram and Fiat — placed at the bottom of the survey, though all of them, except for Fiat, posted higher scores in the latest study compared with 2018. In addition to Fiat, Chevrolet and GMC also posted slightly lower scores in the latest survey.
Power said scores are assigned and weighted based on five measures: service quality (27 percent); service initiation (20 percent); service adviser (20 percent); service facility (17 percent); and vehicle pickup (16 percent).
The study measures satisfaction among owners and lessees with 2016 to 2018 models serviced at franchised dealerships and independent service stores. J.D. Power surveyed more than 57,000 customers from October through December 2018 for the study.