MINI Tops J.D. Power Repair Service Customer Satisfaction List


For the second year in a row, MINI has been named the top service experience by J.D. Power. When it comes to getting your car worked on, MINI takes the best care of you, according to JDP. The experience customers had with their service advisor at MINI dealerships was apparently just that little bit better.

Among mass market brands, MINI ranks highest for a second consecutive year with a score of 809. MINI performs particularly well in four of the five measures: service quality, service advisor, service facility and vehicle pick-up. Also among the top five brands in the mass market segment are Buick (805); GMC (803); Chevrolet (801); and Hyundai (791). Of mass market brands, Nissan (which gains 43 points) and Toyota (gains 31 points) achieve the greatest improvements from 2011.

JDP goes on to make three recommendations that automotive service providers should consider to optimize customer satisfaction:

  1. Promote online scheduling of service appointments.
  2. Review the technician inspection report with all service customers.
  3. Consider the benefits of implementing complimentary maintenance programs.

These are three mainstays of MINI service already, so it’s no surprise that MINI is scoring well. In my experience, having your MINI worked on at the dealership, especially when that dealership shares a facility with a BMW dealership, is an experience that definitely benefits from parent company BMW’s influence. MINI is one of the few mass-market brands where you get a more luxury car-like customer experience. That definitely plays to MINI’s favor in studies like this. Furthermore, having a Service Advisor that you can get to know never hurts either.

[Source: J.D. Power}
  • P912Guy

    That’s terrific, however, MINI needs to work on improved build quality so you don’t need the ultimate service experience quite so often.  Fortunately my MINI has been problem free, but I know others who haven’t been as lucky.  Futher, with what most dealerships charge for MINI service, it should be a “luxury car-like” experience.  I see folks on various online forms reporting $100 -$200 for an oil change – seriously???  I like to change my MINI’s oil every 5K miles,and because it’s so expensive at the dealer, I do it at home   I also rotate tires at the same time.  I took my MCS in for it’s 15K mile service and they changed the oil and did the usual inspections, but no tire rotations.  Why not include tire rotation – it only takes an extra 5-10 minutes.

    • Hoover

      Just ask for the rotation.  My dealer doesn’t charge me for that, and I have had them do it every service.  East Bay MINI in CA. Also ask for new wiper blades when yours get streaky. No charge for that either.  Little things, I know, but adds to the service.

  • Anonymous

    Wow! JD Power must not have ever heard from anyone who’s been to [REDACTED].

  • Violetdc

    Heard this on the news this am, and was very happy 2 hear it! Go BMW/MINI! =D

  • JbkONE

    kind of interesting that BMW’s not near the top of the list since MINI/BMW share facilities at most places.

    And I’d say they need to work on their engineering quality, not “build” quality necessarily.  A power steering pump that fails or engine catching fire or timing chain getting loose isn’t a build issue, it’s an engineering one.

  • midlvl

    My R56 my not be my most reliable car but I have to say the dealer has treated me right