J.D. Power 2026 Mexico car dealership service satisfaction study, Digi Mart USA News (Mexico): J.D. Power is conducting its tenth CSI study, the 2026 Service Process Satisfaction Study, which analyzes service experiences among owners of new vehicles one to three years old.
The research measures customer satisfaction with the service department of the dealership where the vehicle was serviced, based on service quality (31%), dealership service facilities (20%), service initiation (18%), service advisor (17%), and vehicle delivery (15%).
The study is based on 6,530 interviews with owners of new vehicles in Mexico, model years 2023, 2024 and 2025, who took their vehicle to an authorized dealer for repairs in the past 12 months. It was conducted from December 2025 to August 2026, and satisfaction is scored on a 1,000-point index.
Hybrid vehicle owners reported the highest satisfaction with service, at 909 points. Satisfaction among owners of plug-in hybrid electric vehicles was 899, and battery electric vehicle (BEV) owners scored 895.
Satisfaction with gasoline vehicles fell two points to 881, largely due to a 20-point decline in satisfaction with the service advisor.
PHEV owners spend about $8,000 pesos per year at dealerships, gasoline and hybrid owners about $6,000 pesos, and BEV owners an average of $4,600 pesos. PHEV drivers visit dealerships most often, while BEV drivers visit less frequently and spend less.
Software updates rank among the three most frequent maintenance services for new-energy vehicles, cited by 17% of BEV owners, 14% of hybrid owners and 13% of PHEV owners.
Ninety-five percent of owners of Chinese brands said the service work was done right the first time, compared with 98% of owners of American, Japanese and South Korean brands.
The publisher presents rankings of volume brands and premium brands by customer satisfaction with dealership service. The article credits BYD Auto Mexico for the highest score among volume brands and GMC Mexico for the highest score among luxury brands in the CSI 2026 study.
