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Lexus USA Tops J.D. Power’s 2011 Customer Service Survey

Lexus J.D. Power CSI Results

Lexus placed first for customer satisfaction among U.S. automotive luxury brands in J.D. Power’s annual Customer Service Index — first, here’s an explanation of what the survey covers:

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.

Here’s how Lexus scored in the survey:

Lexus achieved an overall CSI score of 846 on a 1,000-point scale, 27 points above the segment average and the highest numerical score in the study, regardless of segment.

The 2011 CSI Study is based on responses from owners and lessees of 2006 to 2010 model-year vehicles. The study was fielded from October through December 2010. Lexus ranked highest in the J.D. Power and Associates Customer Satisfaction with Dealer Service (CSI) Study in 2011, 2010, 2009, 2006, 2001-1997, and 1995- 1991.

Although Lexus prides itself on providing the best customer service in the industry, this award must be of special significance, as it shows that the dealerships were able to keep customers happy even through the difficult recall period last year. Great work!

[Source: Lexus & J.D.Power]

  • Anonymous
  • March 18, 2011
They fell short for the dependability survey /: There are many factors that the surveys don't include, but for overall comparisons, they're still pretty useful. That's why I'm rather hurt by Lexus' 2nd place.
  • D
    Doreen Rudolph
  • August 13, 2012
Dont buy from Lexus In Smithtown n.y. You will regret it.......Lexus service in smith town n.y is the worst . My ct is under 1 year old Lexus they woudnt honor the warrantee . Made me paid almost $800. For the radio , gps not working and said they did me a favor. Then promised I would get the parts back I paid for. Then when i went to pick up my car there manager Dan said they sent them back for credit under the warrantee. But still made me pay. After he said it by mistake he tried to back track out of that statement. I was treated extremely rude . And haven't received a call back from the owner ,. I called repeatedly, there service manager Dan. Lied to me several times . When questioned he was extremely nasty and rude. I would never reccomend spending one cent at Lexus in Smith Town n.y. You will get screwed. And treated badly after spending big bucks I will tell every one what they did to me to save them from buying from Lexus in smith Town go elsewhere and save your self a lot of aggravation and money. Doreen Rudolph 8-13-12
    • K
    • August 14, 2012
    Hi Doreen, I've been in contact with Lexus corporate customer service and they are looking into your issue -- you should hear something from them in the next day or so. Kevin Watts Editor, Lexus Enthusiast