GMC and BYD, Leaders in Customer Satisfaction: JD Power

Chinese automakers have begun to consolidate their presence in Mexico, and as a result, the quality of their customer service has improved considerably. This process led BYD to be “crowned” the brand with the highest customer ratings in the 2026 Mexico Customer Service Index (CSI), compiled by J.D. Power.

The country’s largest automaker led the volume market segment with a score of 904, becoming the first Chinese brand to achieve this distinction. Japanese automakers Honda and Mazda took second and third place, respectively, with scores of 899 and 893 in that order.

Meanwhile, GMC took first place in the premium segment for the second consecutive year, with a score of 920, followed by BMW with a score of 906.

The efforts of Chinese automakers were so significant that they raised their average score by 41 points, from 827 to 868 on a scale of 1,000, compared to last year’s results, even surpassing French and Italian brands, which scored 847 and 845 points, respectively, this year.

The improvement in customer satisfaction among mass-market brands also narrowed the gap with premium brands to its smallest in the last five years, with a difference of just 15 points—the result of a score of 882 for the former and 897 for the latter.

“Chinese brands are making clear progress, but most still have a long way to go to meet Mexican customers’ service expectations,” said Gerardo Gómez, CEO of J.D. Power Mexico.

The executive explained that “as vehicles increasingly rely on software updates and specialized repairs, those brands and dealers that develop the service capabilities and technical expertise needed to adapt to this evolution will be better positioned to earn customers’ trust.”

One advantage that BYD appears to have capitalized on is that all its models are electrified, which raises customer satisfaction levels, according to the data analysis from the prestigious survey.

According to the study, the models with the most satisfied users are traditional hybrids, with 909 points (the same as last year), while plug-in hybrids (PHEVs) achieved a satisfaction level of 899—12 points higher than in 2025—and battery electric vehicles (BEVs) scored 895 points, eight points higher than a year ago.

For gasoline-powered vehicles, the index yielded a score of 881, two points lower than last year.
The CSI, now in its 11th year in Mexico, is a comprehensive analysis of the service experience of owners of vehicles between one and three years old.

It evaluates customer satisfaction with their authorized dealer by analyzing five key factors (in order of importance): quality (31%), facilities (20%), initial contact (18%), advisor (17%), and delivery (15%).

The CSI Study in Mexico provides timely insights to improve service satisfaction, loyalty, and profitability for automakers and automotive dealers.

This year’s study was based on evaluations from 6,530 owners of 2023, 2024, and 2025 model-year vehicles who took their vehicle to an authorized dealer for service within the last 12 months.

Fieldwork for the study was conducted between December 2025 and August 2026, with interviews of 787 owners of premium vehicles and 5,743 owners of volume-segment cars. Twenty-six eligible brands with sufficient sample sizes participated.