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Mitsubishi Ranked the Third-Highest Non-Luxury Brand in the J.D. Power Customer Satisfaction Index Study

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Between last year's J.D. Power CSI Study and the one conducted this year, Mitsubishi's score improved by 21 points

Mitsubishi SUV Lineup
Mitsubishi’s stellar contemporary lineup is gaining some industry recognition
Photo: Mitsubishi

Mitsubishi is currently undergoing something of a reputation renaissance. The latest J.D. Power Customer Satisfaction Index (CSI) Study is evidence of this, as Mitsubishi finished third among non-luxury automakers.

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During the 2018 J.D. Power CSI Study, Mitsubishi finished 10th among non-luxury brands. Between then and now, Mitsubishi’s score improved by 21 points. It also earned the top spot for non-premium Asian brands.

When luxury brands are included, Mitsubishi still finished in 12th place for the study, compared to 21st place the prior year.

Dating back to 2016, Mitsubishi’s CSI Study score has improved by a total of 61 points. That includes this year’s 27-point increase, as well as a 26-point increase between 2017 and 2018.

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“Customer satisfaction is a core value at Mitsubishi Motors, and our performance in the JD Power CSI Study over the last two years is testament to our focus on it,” said Mark Chaffin, Chief Operating Officer for Mitsubishi Motors North America (MMNA). “This is a huge success for MMNA, and all credit is due to our tremendous dealer body and the service-aftersales teams at headquarters and in our regions.”

To determine how each automotive brand ranks in the study, J.D. Power examines both customer satisfaction and repair service at dealerships. The categories for satisfaction include service initiation, vehicle pick-up, service facility, service advisor, and service quality.

Of course, Mitsubishi won’t simply settle for the 12th-place rank, as it is committed to making sure its customers feel even more satisfied with their vehicle purchase and service in the immediate future.