Porsche Is A Model Of Customer Service

If the joy of driving a Porsche just isn’t enough reason to pull the trigger, consider this: The automaker is evidently doing a great job of keeping its customers satisfied even when issues arise. According to the 2025 J.D. Power Customer Satisfaction Index, Porsche took top honors in the premium overall segment, an achievement that evaluated the overall level of happiness vehicle owners felt in relation to their dealerships’ maintenance and service departments. The folks from Zuffenhausen came out on top, with special focus going to the company’s Cayenne and Macan SUVs.

Making An Annoying Experience Less So

Keeping vehicle owners happy when their cars are jacked up on a lift is tricky business. However, Porsche seems to have cracked the code. In addition to snagging that all-important overall win, the automaker also scored big in the premium SUV and premium car segments – the latter for the second year in a row – meaning the company took a clean sweep in all the categories in which it was eligible.

In fact, at 917 out of a possible 1,000 points, its SUV lineup was the top scorer in the J.D. Power study of any category, including mass-market automobiles. Meanwhile, Porsche cars scored 906 points, while the brand overall took home 912 points. Side note: if we were conspiracy theorists, we might be tempted to read into each of the automaker’s point totals corresponding with three legendary historical P-cars.

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J.D. Power’s latest shows customers are getting more satisfied with their sales experience, with lower markups getting much of the credit.

Method Behind The Madness

The study evaluated a number of potential pain points in a maintenance experience, including whether a repair was performed correctly the first time, how effectively the dealer communicated with the customer, and whether routine service was combined with recall and warranty repairs whenever necessary. J.D. Power received feedback from 55,210 verified owners and lessees of one- to three-year-old vehicles, pertaining specifically to their experiences with the official franchise dealers of each brand.

The organization discovered that despite some standouts like Porsche, industry-wide customer satisfaction with dealer service departments is a bit depressed. The 2025 study revealed that despite nominal gains compared to 2023 and 2024, drivers still have to wait longer for service (and even to schedule appointments) than they did between 2018 and 2022.

Some Mainstream Autos Score Big Too

For folks with champagne taste and Miller High Life budget, a handful of mass-market auto brands did well in the study. For example, Subaru swept the mass market category, taking home the SUV, car, and overall wins. Honda also did well, earning second place in the SUV and car categories and taking home third overall. Mini took home the silver overall and the bronze in the car category, while Buick SUVs earned that brand third place there.

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Honda’s SUV Lineup Earns Brand Loyalty Award From J.D. Power

Buyers continue to go back to Honda, most notably for their quintet of SUV models.

Somewhat surprisingly, truck owners gave their vehicles fewer points than any other category, with the top three represented by Chevrolet, GMC, and Nissan in that order. Pickups tend to have some of the highest brand loyalty of any automotive segment, yet Chevrolet’s 877 points, GMC’s 876, and Nissan’s 873 lagged behind every other category in the J.D. Power study.

Source: Porsche and J.D. Power