Mitsubishi Motors Dealership Customer Service Ranks High in 2022 J.D. Power CSI Study

In recent years, Mitsubishi Motors has brought a new generation of their model lineup to the market, and consumer interest in new models like the new generation of the 2022 Mitsubishi Outlander and Outlander PHEV. With Ralliart-inspired models on the way, like the Mitsubishi Mirage Ralliart Edition, and the mysterious Ralliart model, Mitsubishi isn’t just upping their game in the auto market. Customer satisfaction with dealership service departments has also grown in recent years. In 2021, Mitsubishi Motors ranked number three on the 2021 J.D. Power CSI study. Although the results are a little late for the 2022 CSI study, Mitsubishi Motors ranked high once again during the 2022 J.D. Power CSI study.

“From our in-house staff at MMNA, to our field reps across the country, to all of our dealer partners nationwide, we’ve all dedicated ourselves to giving Mitsubishi Motors customers the best experience possible…Our hard work has paid off – both for us and our customers. After we finished tenth in the mass market segment in the Study in 2018, it made us question everything that we were doing. Now to see us ranking first among all mass-market brands in the J.D. Power 2023 U.S. CSI Study, well, this is truly an accomplishment worth celebrating. Thanks and congratulations to the entire team on this milestone achievement.” – Mark Chaffin, President & CEO, MMNA

A big name in the industry, studies conducted by J.D. Power are seen as some of the most prestigious amongst auto makers. Going on for 42 years, J.D. power offers industry intelligence on customer interactions with brands, giving consumers and auto brands some much needed insight from all corners of the automaker and dealership experience. Like most studies by J.D. Power, the CSI study is based on survey responses from owners and lessees of one- to three-year-old vehicles. The CSI study places a focus on customer satisfaction with vehicle service at franchised dealer or aftermarket service facilities for car maintenance and/or repairs. Like most studies, automakers also receive a score out of 1000 points. In 2021, the J.D. Power CSI study was also redesigned for the current state of auto tech, such as valet service, remote vehicle servicing, and online/smartphone app payment options on the rise.

In order of importance, vehicle owner service experience was measured in five categories: service quality (32-percent); service advisor (19-percent); vehicle pick-up (19-percent); service facility (15-percent); and service initiation (15-percent). 67,185 survey responses were recorded and collected from verified registered owners and lessees of 2019 to 2021 model-year vehicles. J.D. Power placed much scrutiny on ensuring that survey respondents are true owners of the brand they are representing. Fielded from July through December 2021, the data is late, but still good. Overall, the study found that consumers are becoming more digital in an age of technology where everyone can be connected to multiple devices, and as a result, trust their dealership service centers more when they meet them on the same channels of communication. Amongst the top five automakers and their respective dealership service centers, Mitsubishi Motors received a score of 854/1000.

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