Lexus Ranks #1 in JD Power’s Customer Service Index


Lexus tops JD Power Customer Service Index

J.D. Power and Associates has released the results of its annual Customer Service Index Study (CSI), and Lexus was again the top-ranked luxury brand, plus the #1 brand overall in customer service. According to J.D. Power:

The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a second consecutive year. Lexus achieves an overall CSI score of 837 on a 1,000-point scale and performs particularly well in four of the five measures: service quality; service initiation; service advisor; and service facility.  Rounding out the top five nameplates in the premium segment are Cadillac (827), Jaguar (822), Acura (817) and BMW (816).

This year, J.D. Power also separated out the scores, producing charts for luxury and mainstream brands.  Lexus’ CSI score of 837 was consistent with last year’s, improving by 2 points.  Despite an ever-expanding owner base, Lexus’ customer service scores have remained high, with the division taking the CSI top spot in 2006, 2009, and now 2010.  The average luxury brand score was 813, while the top mainstream make, the outgoing Hummer brand, scored 815.  Lexus, Hummer, Saturn, and Buick were also the only brands to receive J.D. Power’s 5-Power Circle Rating, signifying “among the best.”

[Source: JD Power]

Comments


Comments


  1. really, i’m not so sure I agree with that.  I think I need to switch dealers gasp

  2. Congrats Lexus! This makes me feel great, as I work for the service department in a Lexus dealer.

  3. @Joshd: Yep, you do. Not all Lexus dealers are great, and they usually aren’t the most popular and don’t show a lot of influence in the survey.

  4. I must confess I stole your chart today.  I was writing a blog entry for why I don’t believe the Toyota slander these days.  The blog is devoted to economics for technologically literate and my entry was based in the research I did on Toyota’s quality-control methods while writing a book in the 1980s.  This attack on Toyota is as crazy as the one on Audi a few years back—and the same damn fools are believing it.

  5. @techno: Very interesting blog post, I enjoyed reading it!  Thanks for sharing.  Welcome to the author of “Elegant Technology”!

  6. This is my third Lexus and the quality of the dealer service has always been excellent; however, I no longer have the routine maintenance (after the first two complimentary ones) done by the dealer for two reasons:  First, I live 75 miles from the dealer.  Second, they do much more than required by the owner’s manual and charge excessively for it.  I have a good independent shop in my home town, run by an ex-Toyota service manager, so I have him do the routine maintenance.  I am a retired mechanical engineer and a car nut, so I have a reasonable grasp of maintenance that is required and what is simply profit for the service department.

  7. Very strange rating…. How can anybody rate the Lexus customer satisfaction as high.  Considering when you call customer service to discuss a problem the wait time before you can speak to real a voice is somewhere about 25 - 30 minutes… After you speak to a live person it is somewhere between 14 and 21 days before anyone takes any action on the initial complaint.  Also, there are no addresses listed for Lexus for their corporate head quarters… another strange thing!  I guess it is old theory… put them off they will eventually go away!!!  Before anyone buys a Lexus, try call thier 800 customer satisfaction #... it explains what Lexus really thinks of trying to help their customers!!!!

  8. @Joe: This study measures dealer customer service, not the corporate HQ line.