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Lexus Finishes Third in 2014 J.D. Power Customer Service Index Study

Posted by Kevin on April 10th, 2014

After five years at the top, Lexus fell to third place in J.D. Power 2014 U.S. Customer Service Index (CSI) Study. Cadillac & Audi finished ahead of Lexus.

The study, which examines owner satisfaction when visiting a dealership service department for maintenance or repair work, uses five measures in its scoring: service quality, service initiation, service advisor, service facility, and vehicle pick-up.

Here’s how Lexus performed compared to the industry average:

Lexus J.D. Power CSI Study

Cadillac took first place with a score of 872, and Audi jumped a huge 22 points over its 2013 score to finish second with 868. Lexus beat its 2013 score by 5 points, but had to settle for third place.

Read more about the 2014 J.D. Power U.S. Customer Service Index Study

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Comments
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    DillonD
  • April 10, 2014
Hey! I saw this and didn't know how to send it to you but Lexus NX partially leaked! http://www.worldcarfans.com/114041073142/2015-lexus-nx-partially-revealed-in-magazine-before-this
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    corradoMR2
  • April 10, 2014
Finally surprised. It's tough to always maintain your top spot.
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      krew
    • April 10, 2014
    The good news for customers is that Lexus will strive to be first again.
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    D
  • April 10, 2014
just 1 mark off.. 1
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    Doriane Francis
  • September 5, 2014
German pay for first place, like always did...i mean chinese pay for his german brand... in europe audi is on 26 places, and Nissan take his buyer, Toyota is best selling car in europe...

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