Mitsubishi Tries Harder in 2021 J.D. Power Study

Jason R. Sakurai
by Jason R. Sakurai
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]

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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

  • Tassos While Acura was the first Japanese attempt to sell 'luxury' (or "premium") vehicles in the US market, and despite its original good success in the near-luxury segment with the Legend and the far smaller and less expensive Itegra (a glorified Civic), it later lost its momentum and offered a series of underwhelming vehicles. It sure is not a LUXURY maker, and as long as it offers FWD or AWD and NOT RWD vehicles, it will never be taken seriously as a serious sports cars maker. Infiniti is much worse, and if both of them go under, few will notice. Lexus was more successful, offering pimped up TOyotas for 10,000s more, but there is NO vehicle in their lineup, esp now that they scewed up the only serious entry (the LS), that I would care to consider. AND I say all this as a very satisfied owner of 5-speed Honda coupes and hatchbacks (a 1991 Civic hatch and a 1990 Accord Coupe).
  • Mike Beranek Yet another reason to accelerate the transition to electric vehicles charged with energy from wind & solar with modern, non-Monty Burns nuclear as a backup.
  • Tassos The cap the timid Western Europeans agreed to, a HIGH $60, which still lets Putin make a TON of billions of $, was way too HIGH. Ukraine correctly complained about this, it had asked for a $20 cap, I believe.
  • FreedMike "...I wouldn’t recommend holding your breath until fuel prices drop."Regular is $2.87 at my local gas station today. Considering that it was over four bucks this summer, I'd call that a drop. And it happened with the war still going on, the GOP not taking over Congress, Dark Brandon in the White House, and the Theoretical Keystone Pipeline still being canned. Imagine that. And I wonder if poor Slavuta has broken out the "will rap for food" sign yet.
  • THX1136 I would imagine the caps will have minimal impact. Putin is going to do what he wants to do regardless of how the citizens of his country fare.