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Branding, marketing, Media

MediaPost Publications Lexus Tops J.D. Power Customer Service 03/15/2012


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.

via MediaPost Publications Lexus Tops J.D. Power Customer Service 03/15/2012.

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About Bob Innes

Who am I and what I do best! I am a skilled Sales and Marketing team player known for performing behind the scenes miracles that increase base distribution, improve customer relationship management, exceed annual sales volume,and profitability for Consumer Packaged Goods companies. And I've been doing it for over 15 years. My successful contributions include such clients as Kraft Foods, Mars, Bumble Bee Foods, Unilever, Johnson and Johnson and SC Johnson, and JM Smuckers.

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