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That’s right, you heard it. For everyone lambasting the least-popular full-size pickup truck in America, the Nissan Titan is triumphant over whatever truck you drive. Leading the pickup pack with the best dealership customer service is impressive, given its perennial position at the bottom in sales. And before you spit your mouthful of Mountain Dew all over the screen, there are numbers behind this, slick.

What goes into customer service satisfaction?

The Nissan Tian beat out Ram, Ford, Chevrolet, and Toyota in pickup truck dealership customer service
2020 Nissan Titan Platinum Reserve | Nissan

Salty popcorn and ice-cold Diet Cokes are great when you’re stuck in the fluorescent-lit waiting room of a dealership. Whether waiting for diagnostic tests or until that credit application returns, you begin to realize the importance of dealership customer service. Or even if you can have your car picked up for repairs and get service updates through text messaging. A new study used factors like those in determining how a brand stacks up outside the vehicle itself.

In the J.D. Power 2023 U.S. Customer Service Index (CSI) Study, five basic determination factors were employed to analyze customer service. In order of importance, they include:

  • Service quality—32%
  • Service advisor—19%
  • Vehicle pick-up—19%
  • Service facility—15%
  • Service initiation—15%

Nissan Titan places first in dealership customer service

The Nissan Tian beats Chevrolet, Ram, Ford, and Toyota in pickup truck dealership customer service
2023 Nissan Titan XD | Nissan

According to the CSI, the Nissan Titan scored 886 out of 1,000. The industry standard in the truck category was 838. The following are competitor scores:

  • Chevrolet—851
  • GMC—843
  • Toyota—839
  • Ford—823
  • Ram—823

J.D. Power asserts that vehicle recalls drive satisfaction declines. The rating agency claims the average loss is 23 points when an owner must bring their vehicle in for a recall repair rather than for traditional maintenance or repair. Despite the Nissan Titan being recalled 19 times in the past five model years, it came out on top.

Another priority factor is appointment wait times. Over the past two years, the time owners wait for an appointment has increased by 1.3 days for all mass-market vehicles, the study indicates. Consequently, the average wait time for a repair is 4.8 days. Available loaner vehicles, labor costs, and parts shortages are the most significant factors contributing to the increase in service time.

But this is where the Nissan Titan shines. Apart from the transmission, a majority of the Titan’s components are made in America—more than other segment offerings.

Is the Nissan Titan a reliable pickup truck?

Most vehicle owners have a threshold of 200,000 miles in mind when establishing benchmarks for reliability. Also, that mileage needs to be accomplished without major repairs. Most may think America’s least-popular pickup truck couldn’t stack up to segment favorites, but you’d be wrong.

In the 2023 J.D. Power Vehicle Dependability Study, Nissan, as a brand, ranked higher than GMC, Ram, and Ford. Nissan achieved a rating of 170 PP100 (problems per 100 vehicles), to Toyota’s 168 PP100 and Chevrolet’s 162 PP100. Ford was at the bottom with a 249 PP100. Some may complain the assessment is brand-wide, but Nissan Titan odometer readings show they can go the distance.

Automotive consumer research firm iSeeCars released a study claiming that at least 1% of all Nissan Titans have reached 233,295 miles. And if you think Ford and Ram did better, think again.


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