Satisfaction with dealer service remains high but owners face long appointment wait times and communication shortfalls, J.D. Power finds

Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and gaps in fixing vehicles correctly limit the industry's progress. According to the J.D. Power 2025 U.S. Customer Service Index Study, released recently, dealers continue to battle with ongoing capacity challenges as the average number of days that customers must wait for an appointment is longer than was tracked from 2018 to 2022.