Results of the 2019 J.D. Power Customer Satisfaction Index (CSI) Study were released today, and Mitsubishi Motors North America, Inc. (MMNA), the fastest-growing Asian brand in the U.S. for the second consecutive year*, improved 27 points, the most of any brand in the industry, jumping from 21st to 12th position in the overall industry ranking.
Among non-luxury brands, Mitsubishi jumped from 10th position in 2018 to the number three position this year. Beating out far larger nameplates, Mitsubishi earned the title of top non-premium Asian brand.
“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. We do this for one reason only: to give our customers the very best experience we can at every touch point with our company,” said Mark Chaffin, Chief Operating Officer for 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.”
Mitsubishi Motors has improved its score by 61 points in the CSI Study from 2016-2019, including this year’s 27-point rise and last year’s 26-point rise. This improvement leads all other non-premium companies in that time period. Additionally, the brand ranked first in the industry in the non-premium maintenance ranking within the CSI Study.
The J.D. Power CSI Study examines customer satisfaction with maintenance and repair service at new-vehicle dealerships. Owners of one to five-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.
*Based on Motor Intelligence CY2017 and CY2018 Sales by Manufacturer data. Excludes premium brands.