Coming off a banner year focused on reinventing every aspect of the Mitsubishi Motors brand in the U.S., Mitsubishi Motors North America, Inc. (MMNA) today announced improved performance and increases in customer satisfaction as measured by the J.D. Power 2020 Customer Service Index (CSI) Study.
For the second year in a row, Mitsubishi placed first in the non-premium segment for its Fixed Right First Time ranking, demonstrating the highest levels of customer satisfaction with their vehicles after the first repair at a dealership.
Mitsubishi Motors has spent the past 18 months focused on improving its corporate and retail operations to encompass every touchpoint of the customer relationship with their vehicle as well as the shopping, purchase and service experiences.
Mitsubishi’s commitment to its customers was evidenced by a 20-points year-over-year improvement for service facility satisfaction, and the brand made notable improvements in amenities offered and comfort of waiting areas. Nearly half of Mitsubishi customers rated their facility a ’10’ in the J.D. Power 2020 CSI Survey, a significantly higher rating than the non-premium average.
“Customer satisfaction is central to everything we do at Mitsubishi Motors,” said Mark Chaffin, chief operating officer, MMNA. “Our strong performance in the J.D. Power 2020 CSI Study could not have been achieved without the enthusiasm and dedication of our dealer body and service-aftersales teams. Their continued support is the essential component in the brand’s continued growth in the U.S. market.”
Overall, Mitsubishi Motors has improved its score by 61 points in the CSI Study from 2016-2020.
The annual J.D. Power CSI Study examines customer satisfaction with maintenance and repair service at new-vehicle dealerships. Owners of one to three-year-old vehicles are surveyed regarding their most recent dealership service experience for both in-warranty and customer-pay service work. The study examines satisfaction in five measures of service experience: service initiation, vehicle pick-up, service facility, service quality and service advisor.
