Mitsubishi Tries Harder in 2021 J.D. Power Study

Jason R. Sakurai
by Jason R. Sakurai
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mitsubishi tries harder in 2021 j d power study

Mitsubishi Motors’ third-place ranking in the latest J.D. Power Customer Service Index (CSI) indicates the brand is trying harder to improve the experience for service done under warranty and or customer pay. Up one spot from 2020 among non-premium, mass-market nameplates, Mini ranked the highest with a score of 864, Buick ranked second at 859, followed by Mitsubishi at 857, GMC at 856, and Kia in fifth at 855.

Vehicles one- to three-years-old that required service in 2020 were a part of this survey. Stay-at-home orders and working from home caused owners to drive fewer miles, thus extending the service interval. J.D. Power reported that service visits were only down six-percent from the previous year, and satisfaction rose by ten points to 847 on a 1,000-point scale.

Customer satisfaction was measured at both franchised dealers and independent service facilities for maintenance or repairs. This provided a numerical index of the automotive brands in the U.S. that performed well, as measured by service quality, service facility, service initiation, service advisor, and vehicle pick-up.

Significant among the survey’s findings were that those who used contactless payments were more satisfied at vehicle pick-up, 44-points more so among premium customers, and 69-points for mass-market owners. While only six-percent of premium and one-percent of mass-market owners used this option, going forward dealers may decide to keep it if the trend grows after the virus has subsided.

While express service users were more satisfied by ten points, only 54-percent of battery electric vehicle (BEV) owners took their cars in for service, and when they did, BEV owners were 69 points lower in service satisfaction than the average, and 76 points lower in service quality. Power attributes this to the difficulty in servicing BEVs versus regular vehicles with internal combustion engines, and fewer visits that equated to fewer opportunities for dealers to make a good impression on these owners. On average, twice as much maintenance is being done on a service visit than repairs, while with BEVs, the ratio is nearly even. The complexity of BEVs is in part why BEV owners are 2.5 times less likely to have service completed correctly the first time.

The survey, conducted from July through December 2020, was based on 62,519 responses from owners and lessees of 2018-2020 model-year vehicles.

[Images: Mitsubishi Motors, J.D. Power]

Jason R. Sakurai
Jason R. Sakurai

With a father who owned a dealership, I literally grew up in the business. After college, I worked for GM, Nissan and Mazda, writing articles for automotive enthusiast magazines as a side gig. I discovered you could make a living selling ad space at Four Wheeler magazine, before I moved on to selling TV for the National Hot Rod Association. After that, I started Roadhouse, a marketing, advertising and PR firm dedicated to the automotive, outdoor/apparel, and entertainment industries. Through the years, I continued writing, shooting, and editing. It keep things interesting.

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  • Akear Akear on Mar 12, 2021

    If they are willing to pay the ransom J.D. Powers allows automotive bottom feeders a chance to finish at the top of a survey. Of coarse these surveys are for the most part detached from reality. At this point does anyone take J.D powers seriously?

  • Art Vandelay Art Vandelay on Mar 12, 2021

    so many $#!+boxes

  • 285exp If the conversion to EVs was really so vital to solve an existential climate change crisis, it wouldn’t matter whether they were built by US union workers or where the batteries and battery materials came from.
  • El scotto Another EBPosky, "EVs are Stoopid, prove to me water freezes at 0 degrees Celsius" article.It was never explained if the rural schools own the buses or if the school bus routes are contracted out. If the bus routes are contracted out, will Carpenter or Bluebird offer an electric school bus? Flexmatt never stated the range of brand-unspecified school bus. Will the min-mart be open at the end of the 179-mile drive? No cell coverage? Why doesn't the bus driver have an emergency sat phone?Two more problems Mr. Musk could solve.
  • RICK Long time Cadillac admirer with 89 Fleetwood Brougham deElegance and 93 Brougham, always liked Eldorado until downsized after 76. Those were the days. Sad to see what now wears Cadillac name.
  • Carsofchaos Bike lanes are in use what maybe 10 to 12 hours a day? The other periods of the day they aren't in use whatsoever. A bike can carry one person and a vehicle can carry multiple people. It's very simple math to figure out that a bike lane in no way shape or form will handle more people than cars will.The bigger issue is double parked delivery vehicles. They are often double parked and taking up lanes because there are cars parked on the curb. You combine that with a bike lane and pedestrians Crossing wherever they feel like it and it's a recipe for disaster. I think if we could just go back to two lanes of traffic things would flow much better. I started coming to the city in 2003 before a lot of these bike lanes were implemented and the traffic is definitely much worse now than it was back then. Sadly at this point I don't really think there is a solution but I can guarantee that congestion pricing will not fix this problem.
  • Charles When I lived in Los Angeles I saw a 9-5 a few times and instanly admired the sweeping low slug aerodynamic jet tech influenced lines and all that beautiful glass. The car was very different from what I expected from a Saab even though the 900 Turbo was nice. A casual lady friend had a Saab Sonnet, never drove or rode in it but nonetheless chilled my enthusiasm and I eventually forgot about Saabs. In the following years I have had seven Mercedes's, three or four Jaguars even two Daimlers both the 250 V-8 and the massive and powerful Majestic Major. Daily drivers of a brand new 300ZX 2+2 and Lincolns, plus a few diesel trucks. Having moved to my big farm in central New York, trucks and SUV's are the standard, even though I have a Mercedes S500 in one of my barns. Due to circumstances with my Ford Explorer and needing a second driver I found the 2006 9-5 locally. Very little surface rust, none undercarriage, original owner, garage kept, wife driver and all the original literature and a ton of paid receipts and history. The car just turned 200,000 miles and I love it. Feels new like I'm back in my Nissan 300ZX with a lot more European class and ready power with the awesome turbo. So fun to drive, the smooth power and torque is incredible! Great price paid to justify going through the car and giving her everything she needs, i.e., new tires, battery, all shocks, struts, control arms, timing chain and rust removable to come, plus more. The problem now is I want to restore it and likely put it in my concrete barn and only drive in good weather. As to the writer, Alex Dykes, I take great exception calling the 9-5 Saab "ugly," finding myself looking back at her beauty and uniqueness. Moreover, I get new looks from others not quite recognizing, like the days out west with my more expensive European cars. There are Saabs eclipsing 300K rourinely and one at a million miles and I believe one car with 500K on the original engine. So clearly, this is a keeper, in love already with my SportCombi. I want to be in that elite club.