Lexus has finished second in the 2019 J.D. Power Customer Service Index (CSI) study, finishing well behind Porsche and just one point ahead of Cadillac. Lexus finished in a three-way tie for third last year.
The study examines owner satisfaction when visiting a dealership service department for maintenance or repair work — scoring is broken down into five categories: service quality, service initiation, service advisor, service facility, and vehicle pick-up.
Here’s how Lexus performed compared to the industry average:
The 2019 U.S. CSI Study is based on responses from 57,286 owners and lessees of 2016 to 2018 model-year vehicles. The study was fielded from October through December 2018.
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