Customer satisfaction for maintenance or repairs at a franchised auto dealer fell slightly from last year, but satisfaction with work done in response to recalls was up.

J.D. Power’s 2015 U.S. Customer Service Index Study rated how satisfied customers were with service completed for the owners and lessees of vehicles that were one to five years old. The rankings were made on a 1,000 point scale.

Sixteen percent of dealer service visits were made in response to recalls issued by automakers. This was a percentage point higher than the recent peak in 2011, when recalls accounted for 15 percent of dealer service visits.

The customer satisfaction rating among people who visited a dealership’s service center for recall-related work was 789. This score marked an improvement of 12 points from the 2014 study, which noted that 10 percent of dealer service visits were related to a recall.

Overall customer satisfaction fell slightly, from 804 in 2014 to 800 in 2015. J.D. Power says the 11-point gap between recall visits and overall visits is significantly narrower than in recent years. The difference was 27 points in 2014 and 21 points in 2013. The study also notes that the satisfaction rating for a recall visit was eight points higher than the rating for those visiting the service center for a repair.

“Even though recalls can create a large influx of customers into the service department and really strain capacity, automakers are better prepared to handle recalls than they were a few years ago,” said Chris Sutton, vice president of U.S. automotive retail practice at J.D. Power. “Manufacturers have shown that it is possible to turn a potential negative into a positive when it comes to recalls if they’re done in a way that doesn’t inconvenience the customer.”

Customers were more satisfied with dealer service from luxury brands than they were with mass market brands. The satisfaction rating for luxury brands averaged 852, while the average rating for mass market brands was 792.

Jaguar had the highest customer satisfaction rating at 877. This brand was followed by Lexus (870), Audi (865), Lincoln (861), and Cadillac (858).

Among mass market brands, Buick had the highest satisfaction rating for the second year in a row with 836. The next highest ratings went to MINI (834), Volkswagen (818), GMC (811), and Chevrolet (807).

Customers were more likely to be satisfied with a dealership’s service if they had worked with the same service advisor in the past than if they were working with a new service advisor. Sixty-three percent of customers said they have worked with the same advisor in the past, and the average satisfaction rating among these customers was 824. Customers using a new advisor gave an average satisfaction rating of 769.

Dealers who offered options for customers who did not schedule service appointments had significantly higher satisfaction ratings, averaging a score of 819. Dealers who did not provide such accommodation averaged a score of 764. Fifty-two percent of customers who went to a dealer with such express service options said they were able to speak to a service advisor right away, while only 38 percent of customers visiting a dealer without this kind of servicing said they were able to immediately speak with an advisor.

Twenty-nine percent of customers said their service advisor recommended additional work on their vehicle, and 47 percent said they agreed to have this work done. The average cost of the visit to the dealer service center was $177 for those who did not get the additional work done and $277 for those who did.

Few customers used Internet scheduling options, with 45 percent saying they were unaware that they could set up a servicing appointment online. Only 9 percent said they scheduled their visit this way, while 73 percent said they phoned the dealer to make an appointment.

J.D. Power’s 2015 study on dealer service customer satisfaction is based on responses from more than 70,000 people who owned a vehicle between the model years of 2010 and 2014 at the time of the survey. The study was conducted between November and December of 2014.