Changan Ford Tops Segment Average in 2026 J.D. Power China Customer Service Study

Ford’s joint venture with Changan Automobile, Changan Ford, has posted strong results in the J.D. Power 2026 China Customer Service Index (CSI) Study, scoring 797 out of 1,000 points. This placed the brand 11th among all mass-market brands in China and above the segment average of 789.

The study evaluates satisfaction with aftersales service at authorized dealers over the past 12 months, focusing on owners of vehicles aged one to four years. Chery and GAC Honda led the rankings with 817 points, followed by Geely (811), Changan (812), and GAC Trumpchi (812) in the top five. Overall, aftersales service satisfaction in China improved by five points to an average of 794, with premium brands rising 11 points to 809, while the mass-market mean increased by five points from 2025.

Ann Xie, Managing Director of Automotive Service Solutions Division at J.D. Power China, highlighted key trends shaping the aftersales market: weakening warranty service as independent channels gain traction, reduced dealer investments in customer-focused services amid profit pressures, and persistent gaps in offline fulfillment despite growing digital adoption. These shifts underscore a move toward customer-centric operations, with a focus on streamlining high-frequency interactions and bridging online-to-offline gaps to enhance the end-to-end customer experience.