We could talk about how we’re improving customer experience with our dealers, but in this case, I prefer to let our recent results in the JD Power 2026 U.S. Customer Service Index (CSI) Study speak for themselves.
Creating a dealership experience that is convenient and adds value for our customers is critical to keeping them with our brands and bringing in new customers. Like JD Power’s other benchmark industry reports, the CSI reflects their voice. This year’s report is based on more than 51,000 responses, nearly 3,000 of which were Ford owners, and measures customer satisfaction with maintenance or repair work at franchised dealers among owners of vehicles from one to three years old.
Great Improvement From Ford Brand, With F-Series No. 1
Not only is F-Series the No. 1 selling truck lineup in America for 49 years running,* we’re also proud to rank No. 1 in customer satisfaction for dealership service among truck owners. In addition to feedback from Ford truck owners, we also saw great progress from the Ford brand, which climbed from No. 11 among mass-market brands in the study up to No. 4 — its best performance since 1998.
This jump comes after years of placing between 11th and 14th, and it didn’t happen by coincidence. The improvement is driven by enhancements in the repair quality by our dealers and an emphasis on increased uptime for our customers, as well as our focus on getting the repair right the first time so our customers aren’t having to make return visits.
Several factors, including the launch of Uptime Assist, focused on reducing repair duration, an expanded specialized technical support hotline, improved parts availability, and a focus on training our technicians and building their capabilities through certification programs, supported improvements in the Service Quality category.
Every Experience Matters
These results reflect a growing commitment to keeping customers satisfied long after they drive off the lot. We know we’ve still got work to do to get to the top of the CSI study, but this report is a great sign of our momentum and focus. It comes down to the things we do every day to care for Ford owners because every experience matters.
Jennifer Boyer is Executive Director of Customer Success and Parts Operations
What to Read Next
* Based on 1977-2025 CY industry-reported total sales.
