Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a fourth consecutive year in J.D. Power & Associates’ 2012 U.S. Customer Service Index (CSI).
Lexus achieves an overall CSI score of 861 and performs particularly well in three of the five measures: service initiation, service facility and service quality. Rounding out the top five nameplates in the luxury segment are Cadillac (852); Jaguar (849); Acura (838); and Porsche (836). Among luxury brands, Audi achieves the greatest improvement (gaining 34 points) from 2011.
Among customers of dealer facilities, overall satisfaction with the service experience averages 38 points higher on a 1,000-point scale, compared with non-dealer facilities (787 vs. 749, respectively). In addition, 79% of all service visits among owners of one- to three-year-old vehicles are performed at dealer facilities—up from 74% in 2011 and 72 percent in 2010.