Lexus has placed first in J.D. Power’s 2009 Customer Service Index (CSI) Study, which looks at satisfaction among vehicle owners who visit a service department for maintenance or repair work over the first three years of ownership:
Lexus ranks highest in customer satisfaction with dealer service in 2009—improving from fourth rank position in 2008. Lexus achieves an overall CSI score of 835 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 are Jaguar (810), BMW (808), Cadillac (806) and Acura (805).
A substantial jump over last year’s results, when Lexus placed fourth behind Jaguar, Cadillac & Buick — which has to come as good news to the brand. Customer satisfaction is never more important than in trying times, as these types of studies affect purchasing more than ever.
[Source: J.D. Power]