Chinese automakers have improved customer service scores sharply, but their customers remain less likely to have service work completed correctly the first time than owners of American, Japanese and South Korean vehicles.
Researchers at J.D. Power reported the findings in the 2026 Mexico Customer Service Index, released Oct. 9. Chinese brands gained 41 points out of 1,000 from a year earlier, while BYD became the first Chinese brand to lead the mass-market rankings.
“Chinese brands are clearly making progress, but most still have a way to go,” said Gerardo Gomez, senior director and country manager at the automotive research firm’s Mexican business.
While 95% of Chinese-brand customers reported service work completed correctly the first time, that figure reached 98% among owners of American, Japanese and South Korean vehicles.
BYD scored 904, followed by Honda at 899, Mazda at 893, Toyota at 890 and Dodge at 889. The mass-market average was 882.
General Motors’ GMC brand led the premium category for a second consecutive year with 920 points. BMW followed at 906. The premium average was 897, leaving a 15-point gap between the two segments. That gap has narrowed from 48 points in 2022, 26 in 2023, 23 in 2024 and 19 in 2025.
Dealership staff performed vehicle walk-arounds with customers in 83% of cases, down two percentage points. Customers obtained their preferred appointment in 91% of cases, down one point. Vehicles were returned on schedule in 89% of cases, down two points.
Satisfaction also varied by powertrain. Conventional hybrid owners remained the most satisfied at 909 points, unchanged from 2025. Plug-in hybrid owners scored 899, up 12 points, while battery-electric owners scored 895, up eight.
Gasoline vehicle owners scored 881, down two points. Satisfaction with service advisors among those customers dropped 20 points.
Plug-in hybrid owners spent nearly MXN8,000 annually at dealerships and visited most frequently. Gasoline and conventional hybrid owners spent about MXN6,000. Battery-electric owners spent about MXN4,600 and visited less often.
Software updates ranked among the three most common maintenance services for electrified vehicles. They were reported by 17% of battery-electric owners, 14% of conventional hybrid owners and 13% of plug-in hybrid owners.
Gomez said dealers that develop the capacity and technical knowledge needed for software updates and specialized repairs will be “better positioned to earn customers’ trust.”
Now in its 11th year, the Mexican study covers authorized dealership service for vehicles aged one to three years. Researchers collected evaluations from 6,530 owners of 2023, 2024 and 2025 model-year vehicles serviced at an authorized dealer during the preceding 12 months.
Fieldwork ran from December 2025 through August 2026. Participants included 787 premium vehicle owners and 5,743 mass-market vehicle owners. Twenty-six brands had sufficient samples to qualify.
Researchers assessed service quality, facilities, service initiation, service advisors and vehicle collection. Service quality carried the greatest weight.
In Canada, J.D. Power researchers examined similar issues in the 2026 Canada Customer Service Index—Long-Term study, released Sept. 10. They surveyed 10,262 owners from March through June. That research covered vehicles aged four to 12 years and included dealerships and aftermarket providers, so the scores are not directly comparable.
Canadian aftermarket customers reported work completed correctly the first time in 94% of cases, versus 91% at dealerships. Aftermarket providers also performed better on customer-focused advice, 91% versus 89%, and fast vehicle collection, 69% versus 52%.
Average dealership spending reached $566 per visit, up 5% annually. Aftermarket spending averaged $323, up 7%. Dealers handled 49% of visits but collected 63% of service revenue.
NAPA AUTOPRO led Canadian aftermarket satisfaction at 849 points. Lexus and Mercedes-Benz dealerships tied for the dealership lead at 841.
“Higher service costs are creating more revenue per visit, but they are not necessarily creating a larger service market,” said J.D. Ney, managing director of J.D. Power Canada.
