Customer satisfaction in the automotive industry continues to increase.
The J.D. Power 2017 U.S. Customer Service Index (CSI) Study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of one- to five-year-old vehicles. This year, the study found the quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction.
As usual, the CSI breaks down based on luxury and mass market segments, with the luxury brand average coming in at 859 on a 1,000-point scale. Mass market brand average came in at 807. Here are the top 10 best performing automakers on the J.D. Power 2017 CSI Study based on overall score and regardless of segment.
With a score of 852, BMW is actually one of four luxury automakers that performed below the luxury brand average. Last year, BMW also performed below the luxury brand average of 854 with a score of 844.
This year, Buick is actually the best performing mass market brand with a score of 860. The American automaker beat out MINI (850) for the top spot after finishing second place behind the British automaker last year.
Performing just slightly above the luxury brand average, Infiniti scored 861 this year. It’s a slight improvement compared to 2016, when the Japanese luxury automaker was under the average with a score of 852.
Next up is Mercedes-Benz with a score of 864. While it beats out competitor BMW, it still lags behind its other German rivals. Last year, Mercedes-Benz was the fourth-best luxury brand with a score of 857.
British automaker Jaguar actually ties Mercedes with a score of 864 and the two continue to compete closely with one another on the CSI Study. Last year, Jaguar was just one point behind Mercedes with a score of 856.
Coming in fifth place overall is Cadillac with a score of 865. Last year, Cadillac ranked third among luxury brands with a score of 863.
Porsche is one of the most improved luxury brands, finishing fourth with a score of 867. Last year, the German automaker performed under the luxury brand average with a score of 848.
The highest-ranked American automaker is Lincoln with a score of 868. It’s also quite the improvement for the brand, which finished slightly over the luxury brand average last year with a score of 856.
Besting all its German competitors this year is Audi with a score of 869. But that’s not even good news for the brand, since last year it finished at the top of the luxury brands list with a score of 874.
After finishing second place last year, Lexus is at the top this year with a score of 874. In fact, Lexus and Audi didn’t just swap places, but scores compared to 2016, when Lexus scored 869 – what Audi scored this year.
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