For the fifth consecutive year, Lexus is ranked the highest amongst luxury brands on the J.D. Power and Associates Customer Survey Index (CSI) for customer satisfaction with dealer service.
The study examines vehicle owners’ satisfaction who have visited a service department for maintenance or repair work. The CSI rankings are based on the dealership’s performance during the first three years of new-vehicle ownership with five measurements used to determine overall satisfaction: service quality, service initiation, service advisor, service facility and vehicle pick up.
The Japanese luxury automaker scored 862 on a 1000-point scale, and was the highest overall regardless of segment. This is the 16th time that Lexus has been highest ranked on the J.D. Power and Associates CSI. Its score was 19 points above the segment average.
“Customer satisfaction is the foundation of Lexus,” said Mark Templin, Lexus group vice president and general manager. “We’re proud of our dealers and their continuous efforts to exceed customer expectations and make Lexus the highest ranked brand in CSI for the 16th time, more than any manufacturer.”
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