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:
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.