Lexus sure knows how to treat their customers, at least according to JD Power. On top of a first place finish in the JD Power Sales Satisfaction Index, Lexus dominated the Japanese Customer Service Index as well:
Now in its sixth year, the study identifies five factors that measure customer satisfaction with service performed at manufacturer-authorized dealer facilities. In order of importance, they are: service representative; service costs and timing; service quality; service initiation; and service accessibility.
Included in the ranking for the first time in 2007, Lexus leads with an overall CSI score of 125 points, performing particularly well in each of the five factors that determine overall satisfaction.
Toyota, as you may know, only started selling Lexus branded vehicles in 2005, so this was their first year of eligibility in the Index, which makes the result even more impressive.
(Conversely, they ranked third in USA’s CSI, behind Jaguar & Buick.)
[Source: JD Power]