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J.D. Power and Associates’ annual Customer Service Index Study offers crucial automotive information for consumers and the latest results are out.
J.D. Power statistics are based on responses from over 84,000 new vehicle owners that rate dealer service performance during the first three years of vehicle ownership. Five facets of customer service are measured in the study: service quality, service initiation, service advisor, service facility and vehicle pick-up. The responses are gathered from around the world to avoid regional bias, with statistics from 16 countries including Australia, Canada, China, France, Germany and India.
The study is divided into two categories: luxury brands and mass market brands.
For the luxury brands segment, Lexus was rated with the best customer service for the fourth consecutive year, scoring 861 points of a possible 1000. The average luxury brand CSI ranking score was 835. Rounding out the top five top brands, from second to fifth are Cadillac, Jaguar, Acura and Porsche.
In the mass market segment, MINI took the top spot with an overall CSI ranking score of 809 where the average score for all automakers in the mass market segment was 778. While the company didn’t win overall, GM dominated the top five mass market brands. From second to fifth they are Buick, GMC, Chevrolet and Hyundai.
Overall, J.D. Power reports that almost every brand has improved on the Customer Service Index scale in 2012, with 28 of the the 33 eligible brands improving their score. A leading factor in overall attitudes towards customer service is the change from less repair work to more maintenance that is happening at dealers thanks to better built cars, J.D. power says.
In 2012 72 percent of vehicle owners say that their latest dealer encounter was for routine maintenance and not repair work, a 9 percent increase from 2011.
Review the J.D. Power CSI charts below for a list of all car manufacturers.