Audi now ranks highest in satisfaction with dealer service among luxury brands.
The J.D. Power 2016 Customer Service Index (CSI) study has been released, with Audi taking the top spot that belonged to Jaguar last year. This year, the luxury brand average was 854 (on a 1,000-point scale) with Audi scoring 874. Overall customer satisfaction is based solely on the first three years of ownership and consists of data from over 72,000 owners and lessees of 2011 to 2015 model year vehicles.
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Lexus rose a spot to second place this year with a score of 869 while Cadillac rounded out the top three with 863. Three other luxury brands scored higher than the industry average of 854, up from 852 in 2015: Mercedes-Benz (857), Jaguar (856) and Lincoln (856).
Coming in seventh is Infiniti (852) with Porsche (848) and BMW (844) finishing off the top 10. At the bottom of the study this year is Volvo (837), Land Rover (831) and Acura (829).
“While it may be tempting for dealers to focus more on repair or maintenance work, recall customers represent both an opportunity and a risk to the brand and dealer,” said Chris Sutton, vice president, U.S. automotive retail practice at J.D. Power. “There is a need for consistency in the service experience, regardless of the reason for the visit. A lack of consistency, particularly for recall work, can damage customers’ perceptions of the brand and negatively impact their likelihood to recommend and repurchase the brand.”
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