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]