J.D. Power: Owners say EVs are less satisfying than gas-powered cars in one big way
Staff, 2023-03-26 12:30:39,
While one would assume that most people would be happy with their shiny, new vehicle, especially when they’re some of the most reliable ones, that’s not always the case. Every year, J.D. Power checks how happy owners are with their vehicles and the service experience as part of its U.S. Customer Service Index (CSI) Study. A new study was done for 2023 and overall owner satisfaction is down. More worryingly, customer service satisfaction among electric vehicle owners is lower than it is among gas-car owners.
J.D. Power’s CSI Study claims that overall owner satisfaction fell two points to 846 (out of 1,000 points) for 2023. The main issues that J.D. Power found are due to the rapid introduction of new electric cars. Not only are EVs involved in more recalls than gas-powered vehicles, but EV owners also have to deal with inept service advisors when they take their car to get serviced at a dealership.
These two factors explain why customer service satisfaction with electric vehicle owners is 42 points lower than it is with owners of gas vehicles. EV owners rate service advisor knowledge at 8.01 out of 10, while drivers with a gas-powered vehicle gave their service advisors a score of 8.59.
“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said Chris Sutton, vice president of automotive retail at J.D. Power. “As training programs for service advisors and technicians…
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