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GMC, Buick Finish 1-2 in J.D. Power 2019 Mexico CSI Study

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J.D. Power 2019 Mexico CSI Study Buick GMC
Photo: General Motors

GMC and Buick came out on top in the J.D. Power 2019 Mexico Customer Service Index Study, finishing in first and second place among luxury brands, respectively. GMC finished with a score of 892 out of a possible 1,000, and Buick finished ahead of BMW and MINI with a score of 871. This marks the second year in a row that GMC has topped the study in Mexico.

The J.D. Power 2019 Mexico CSI Study surveys drivers who are within the first 12-36 months of new vehicle ownership. The 6,094 vehicle owners surveyed for 2019 were asked to rate their satisfaction with dealer service on five fronts: service quality, service initiation, service advisor, vehicle pick-up, and service facilities. These factors are used to determine a brand’s score on the 1,000-point scale.

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“Providing an outstanding service experience during the first three years of vehicle ownership is critical for dealers to maintain customer loyalty,” said Gerardo Gomez, Senior Director and Country Manager at J.D. Power of Mexico. Gomez noted that pricing remains a top priority among customers and attributes competitive pricing to customer loyalty and retention.

The study also found that one in six customers switch from dealership service to third-party service over the first three years of ownership. Among those customers, satisfaction is 16 percent lower than it is among customers who stick with servicing at dealerships.

Juan Carlos García, the vice president of Sales, Service, and Marketing for GM of Mexico, Central America, and the Caribbean, said that the first-place finish for GMC and second-place finish for Buick validates the quality of its distributor network.

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