Mitsubishi Ranks Third in 2021 J.D. Power CSI Study

By Jordan Rodriguez | Posted in Mitsubishi Dealer in Miami, Mitsubishi Dealership Miami on Wednesday, March 24th, 2021 at 11:48 pm


Mitsubishi Motors has been busy lately. Really busy, in fact, releasing the 2022 Mitsubishi Outlander, 2021 Mitsubishi Outlander PHEV, and announcing the newest electric vehicle minicar from Mitsubishi in conjunction with Nissan, as a part of the Renault-Nissan-Mitsubishi Alliance. This all came to pass in a matter of weeks, and the newest accomplishment for the automaker comes from the J.D. Power 2021 U.S. Customer Service Index (CSI) Study.

If the name sounds familiar, that’s because J.D. Power (& Associates) is a large name when it comes to data and intelligence for informing consumers in the market of various industries of the best there is. Conducting multiple studies throughout the year, the latest of these being the CSI Study. The J.D. Power CSI Study places a focus on a consumer’s satisfaction with maintenance and repair services for their vehicles performed at dealerships and service facilities. Like most studies, this was conducted using a survey with a 1,000-point scale sent out to verified owners and lessees of 2018 to 2020 model-year vehicles. The study was conducted between, and the results are based on 62,519 survey responses.

Like the CSI studies before it, owners of one to three-year-old vehicles are surveyed. Questions typically cover the service and maintenance of their vehicle and their most recent dealership service experience for both in-warranty coverage and out-of-pocket expenses. The survey is designed to measure five key factors for scoring an automaker in the CSI Study. These factors include service initiation, vehicle pick-up, service facility, service quality and service advisor.

Amongst the mass market brands, Mitsubishi is the third-highest ranked automaker with a score of 857 points out of 1000. This wouldn’t be the first time Mitsubishi Motors has made the top three for the CSI Study. Over the course of several years, Mitsubishi earned third place in the J.D. Power U.S. Customer Service Index Study time and again. As far as we can tell, this is the third consecutive year where Mitsubishi landed in the top three.

“While there is so much exciting product news to celebrate at Mitsubishi Motors, the J.D. Power 2021 CSI Study results demonstrate that we have continued to stay focused on what really matters – customer service…Proof of our performance can be seen in our maintaining the top-ranking, Asian mass-market, or non-premium, brand position for the third year in a row. This was only achieved with the enthusiasm and dedication of our dealer body and service-aftersales teams. Their continued support is the essential component in the brand’s continued growth in the U.S. market.” – MMNA Chief Operating Officer Mark Chaffin

Mitsubishi Motors just hasn’t ranked in third place for the third year-in-a-row, but the automaker also improved its score by 11 points overall in comparison to the 2020 study. Not only this, but Mitsubishi actually tied for first among all mass-market brands in terms of service quality. Now that’s something to be proud of. No matter where a consumer goes, even if they butt heads with a technician or the service isn’t as quick as they liked, it’s always a primo job.

At Miami Lakes Automall, we always strive for excellence. Need a quick tune up? Our service center works on all types of vehicle models and makes.Schedule an online appointment to find out what we can do for your vehicle.

Photo Source/Copyright: Mitsubishi Motors

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