Gasoline car owners report rising satisfaction with after-sales service

Customer satisfaction with after-sales service in China has climbed for a second straight year as automakers race to improve dealer experiences and sharpen their competitive edge, according to a new J.D. Power study.

The 2025 China Customer Service Index rose 16 points to 789 on a 1,000-point scale, the company said Friday.

Premium-brand scores edged up two points to 798, while mass-market vehicles jumped 19 points to 786 and Chinese domestic brands surged 23 points to 788, narrowing gaps between market segments.

Land Rover ranked highest among premium marques with a score of 809, followed by Mercedes-Benz at 808 and Cadillac at 804.

In the mass-market category, Chery and GAC Honda tied for the top spot at 808, with Geely close behind at 801. Chery also led the Chinese-brand subcategory.

Service facilities showed the biggest year-on-year improvement, rising 18 points as manufacturers invested in upgraded dealer environments to boost loyalty and differentiate their brands.

"The after-sales service experience in the automotive industry is undergoing profound evolution," said Ann Xie, general manager of J.D. Power China's digital retail consulting practice.

"The core of after-sales service for internal combustion engine vehicles lies in building a trustworthy and emotional connection for customers through tangible, high-quality offline facilities and professional service teams," she said.

Xie cited traditional internal-combustion brands' strength in professional offline service and new energy vehicle makers' focus on digital processes and charging support as forces reshaping customer expectations.

The annual study, now in its 25th year, surveyed 22,867 owners of gasoline vehicles purchased between February 2021 and June 2024 in 81 major cities.

It measures satisfaction across factors including service facility, team quality and value, reflecting China's increasingly service-driven auto market.