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FCA: worst service in America?

by Bill Cawthon on

J.D. Power’s 2016 Customer Service Index (CSI) is clear on one point: FCA dealers are not making customers happy.  Every FCA brand was on the bottom of the list.


Owners told J.D. Power that dealers do not give the same level of attention to recalls as to other work, which dragged down the numbers. Ratings consider service at franchised dealerships among owners and lessees of one to five year old vehicles.  The top score was 874 (Audi), and the worst was 728 (Ram). The average was 815.

Chrysler was the top FCA brand with a score of 775; Dodge scored 754 points. Fiat’s score was 747, while Jeep was three points behind at 744 and Ram brought up the rear.

Ford was extremely close to Chrysler (777), but Lincoln tied with Jaguar for fifth place ( 856).  All of General Motors’ brands scored above average; Cadillac took third place overall.

Bill Cawthon grew up in the auto industry in the 1950s. His Dad worked for Chrysler and Bill spent a number of Saturdays down on the plant floor at Dodge Main in Hamtramck. Bill is also the U.S. market correspondent for, a British auto industry publication, and a member of the Texas Auto Writers Association, which has named the Jeep Grand Cherokee the “SUV of Texas” several times and named the Ram 1500 as the “Truck of Texas” two years running.

Bill has owned five Plymouths (including the only 1962 “Texan”), one Dodge and one Chrysler and is still trying to figure out how to justify a Wrangler. He also has owned at least one of every 1:87 scale model of a Chrysler product. You can reach him directly at (206) 888-7324 or by using the form.

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