Overall Satisfaction Low among Customers in Japan Who Also Have Their Vehicle Repaired during
After-Sales Service, J.D. Power Finds
Lexus, Honda and MINI Rank Highest in Their Respective Segments
TOKYO: 31 Aug. 2023 — Vehicle owners in Japan infrequently have their vehicle repaired or a problem
fixed during after-sales service–which includes repairs, periodic inspections and compulsory
inspection–but when they do, their overall satisfaction decreases, according to the J.D. Power 2023
Japan Customer Service Index (CSI) Study,SM released today. Among those who did have a repair or
problem fixed, overall customer service satisfaction is 699 (on a 1,000-point scale), which is 28 points
lower than among those who did not have a repair or problem fixed.
“Dealerships in Japan typically provide high-quality after-sales service, as only 3% of customers ask a
dealership to redo service,” said Taku Kimoto, senior managing officer of research at J.D. Power.
“However, when customers do have something fixed during this process, dealerships need to pay
attention to the subsequent customer care, such as an explanation of services completed and advice
on future maintenance, thus building trust between the customer and the dealer, to ensure high overallcustomer satisfaction.”
In 2023, overall customer satisfaction with after-sales service averages 724 points, down 3 points
from 2022. By factor, the score for booking/dropping off the car is 729, while the scores are 724 forservice quality/car delivery and 721 for dealer facilities and support. By segment, overall satisfaction
scores are 774 for luxury brands, 721 for mass market domestic brands and 738 for mass market
import brands.
Following are key findings of the 2023 study:
Service charge is one cause of customer dissatisfaction: Among customers who had theirvehicle repaired or a problem fixed, 41% say they paid more than the service charge estimatedprior to work, a percentage that is much higher than for those who did not have their vehicle
repaired (22%). Specifically, among customers who had their vehicle repaired, 26% say they paid
50,000 yen or more for the service charge (including replacement parts).

Explanations of charges and service follow-up increase satisfaction: More than one-fifth (21%)
of customers who had their vehicle repaired or fixed did not receive a prior explanation of theestimated service charge. Additionally, more than 13% of customers who had their vehicle
repaired were not given a cost breakdown upon picking up the vehicle. Overall satisfaction for
those who had their vehicle repaired but did not receive a pre-service estimate or post-service
explanation of costs is 648, compared with 722 who did receive an estimate or explanation.

Study Rankings
Among the five luxury brands included in the study, Lexus ranks highest, with a score of 819. Lexus
performs particularly well in all three factors: dealer facilities and support; booking/dropping off thecar; and service quality/car delivery. Volvo (780) ranks second and BMW (771) ranks third.
japan.jdpower.com

Among the eight mass market domestic brands included in the study, Honda ranks highest, with ascore of 740. Honda performs particularly well in two factors: booking/dropping off the car andservice quality/car delivery. Nissan (737) ranks second and Daihatsu (722) ranks third.
Among the five mass market import brands included in the study, MINI ranks highest, with a score of759. MINI performs particularly well in all three factors: dealer facilities and support;
booking/dropping off the car; and service quality/car delivery. Volkswagen (751) ranks second andFiat (743) ranks third.
The Japan Customer Service Index (CSI) Study measures satisfaction with after-sales service among
new-vehicle owners between 14 to 49 months of ownership. The study surveys owners who visited amanufacturer-authorized service center for maintenance or repair work in the past year. The study,
now in its 22nd year, this year is based on responses from 8,735 owners who purchased their newvehicle between April 2019 and March 2022. The online survey was fielded in May-June 2023.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneerin the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understandconsumer behavior, J.D. Power has been delivering incisive industry intelligence on customer
interactions with brands and products for more than 50 years. The world's leading businesses acrossmajor industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’sbusiness offerings, visit https://japan.jdpower.com/.
Media Relations Contacts
Kumi Kitami; Japan; 81-3-6809-2996; release@jdpa.com
Geno Effler; USA; 714-621-6224; media.relations@jdpa.com
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/pressrelease-info###NOTE: Three charts follow.

J.D. Power
2023 Japan Customer Service Index (CSI) StudySM
Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Luxury Brands

Lexus

819

Volvo

780

Luxury Brands Average

774

BMW

771

Audi

Mercedes-Benz

756

738

NOTE: Brand/Segment are not rank eligible unless they meet study criteria by J.D.Power, including insufficient sample.
Source: J.D. Power 2023 Japan Customer Service Index (CSI) StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information inthis release or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 Japan Customer Service Index (CSI) StudySM
Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Mass Market Domestic Brands

Honda740Nissan

737

Daihatsu

722

Mass Market Domestic
Brands Average

721

Mitsubishi

719

Mazda

717

Subaru717

Toyota717

Suzuki700

NOTE: In alphabetical order if there are tie scores.
Brand/Segment are not rank eligible unless they meet study criteria by J.D. Power, including insufficient sample.
Source: J.D. Power 2023 Japan Customer Service Index (CSI) StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information inthis release or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power
2023 Japan Customer Service Index (CSI) StudySM
Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Mass Market Import Brands

MINI

759

Volkswagen

751

Fiat743

Mass Market Import
Brands Average738

Jeep735

Peugeot

728

Renault707

NOTE: Brand/Segment are not rank eligible unless they meet study criteria by J.D.Power, including insufficient sample.
Source: J.D. Power 2023 Japan Customer Service Index (CSI) StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information inthis release or J.D. Power survey results without the express prior written consent of J.D. Power.