For the third year in a row Lexus has taken the top spot in J.D. Power’s annual Customer Service Index Study, which rates the satisfaction by owners and lessees of their dealership service department.
On a 1,000 point scale, Lexus achieved 846 points, with Jaguar placing second at 837 and Cadillac third at 830 in the ‘Luxury Brand’ survey. At the bottom of the list for luxury automakers was Land Rover with just 785 points, while Volvo (788) and Audi (794) placed just ahead.
In the ‘Mass Market Brands’ category MINI topped the list with 805 points, with GMC in seconds at 803 and Buick in third at 799. Following those was Chevrolet at 792, placing all of GM’s brands near the top of the index.
The lowest scoring mass market brands included Suzuki (724), Jeep (728) and Nissan (731).
Of the 97,300 owners and lessees surveyed, just 7 percent felt their dealer tried to sell unnecessary work, with those respondents averaging a rating of 642, versus an average of 780 for those who felt otherwise.