Porsche Owners Trust Dealerships More Than Anyone Else
Porsche has once again demonstrated that owning one of its vehicles isn’t just about driving enjoyment and attending PCA events—but a comprehensive ownership experience. The German automaker secured the highest score in J.D. Power’s 2025 Customer Service Index (CSI) study, which evaluates owner satisfaction with franchised dealers and aftermarket service for vehicles that are one to three years old.
Key Points
- Porsche topped the premium brand rankings with a score of 912, while Subaru led mass-market brands with 896 points in the J.D. Power 2025 U.S. Customer Service Index (CSI) Study
- Owners of electric and plug-in hybrid vehicles reported significantly lower satisfaction levels, with mass-market EV service scores trailing ICE vehicles by 51 points
- Long wait times for service appointments persist, with 12% of repairs not completed correctly on the first visit, leading some customers to seek alternative repair options
Porsche led the premium segment with 912 out of a possible 1,000 points, followed by Lexus with 900 points and Cadillac with 888. The average across the premium segment stood at 878 points, with key marquees like BMW, Mercedes, Lincoln, and Audi all falling below that threshold. Land Rover, Maserati, and Genesis were the lowest-ranked luxury brands, with Maserati unsurprisingly finishing last overall.
Among mass-market brands, Subaru emerged as the leader with 896 points—high enough that it could have placed third in the premium segment. Mini and Honda followed with 888 and 881 points, respectively—although Mini shouldn't really be considered a mass-market brand considering its vehicles are mostly bought by gluten-free advertising professionals.
Meanwhile, Ram, Volkswagen, Hyundai, and Kia ranked at the bottom of the mass-market list, all scoring below 840 points. Chevrolet and GMC performed well above the 862-point segment average, a result that could be linked to their lower number of recalls compared to Ford and Stellantis.
One of the study’s key findings was that customer satisfaction with electric and plug-in hybrid vehicle service continues to lag behind that of internal combustion engine (ICE) vehicles. Mass-market EV owners reported satisfaction scores 51 points lower than their ICE counterparts, while the gap among premium brands was 57 points. A lack of well-trained EV technicians and frontline service personnel was cited as a major factor contributing to the disparity. Truthfully, this sounds like a product problem rather than a mechanic or service advisor problem, software-defined vehicles take much of the expertise out of the dealership's hands and place it firmly at the feet of the manufacturer.
Generational differences also emerged in dealership trust levels. Baby Boomers expressed the highest trust in dealer service (6.24 out of 7), while trust declined progressively among younger generations, with Gen Z reporting the lowest level at 5.77.
Common complaints among all owners included parts shortages and repairs that failed to resolve issues. Brands that combined recall work with routine maintenance, reducing the number of dealership visits required, scored higher than those that forced customers to return multiple times.
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An experienced automotive storyteller and accomplished photographer known for engaging and insightful content. Michael also brings a wealth of technical knowledge—he was part of the Ford GT program at Multimatic, oversaw a fleet of Audi TCR race cars, ziptied Lamborghini Super Trofeo cars back together, been over the wall during the Rolex 24, and worked in the intense world of IndyCar.
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