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J.D. Power 2012 Updated Customer Service Index Study (Lexus #1)

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Old 02-24-10, 10:27 AM   #1
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Arrow J.D. Power 2012 Updated Customer Service Index Study (Lexus #1)



Lexus and Hummer took top honors in their respective categories in the J.D. Power and Associates 2010 Consumer Service Index (CSI) Study. Released this time each year, the CSI rankings (based on a 1,000-point scale) measure satisfaction among vehicle owners who visit a brand service department for maintenance or repair work during the first three years of ownership that wonderful honeymoon phase when factory warranties are still in full effect. The study is designed to focus on five measurements: service quality, service initiation, service advisor, service facility and vehicle pick-up. The results are tabulated, and then presented as a score on a 1,000-point scale. Unlike previous years, where all brands were lumped into one single category and only three made it to the podium, JDPA broke things into two segments: luxury brands and mass market brands.

Lexus, with a score of 837, was at the top of the luxury brands, again the automaker won last year as well. It was followed by Cadillac (827), who showed a big improvement over the previous year, and Jaguar (822). If you recall, Jaguar was at the top of the list in 2008 and finished second in 2009 (this is more indicative of a bar that continues to be raised rather than a decrease in service). Hummer (815) was top dog among mass market brands, followed by the now-discontinued brand of Saturn (808) and Buick (805). General Motors holds six of the top seven spots on the mass market category. At the bottom of the list are Suzuki (693), Mazda (717) and Jeep (720).

Overall, the industry is showing improvement as customers have expressed satisfaction with the ease of driving in and out of dealership facilities, parking convenience, thoroughness of work performed, the speed of repairs and flexibility of accommodating schedules. While that sounds like great news, experts say it most of those improvements may be attributed to the lower volumes of service bay traffic as sales slump in the new car showroom. Full release after the jump.
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Old 02-24-10, 11:04 AM   #2
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It's good to see that Cadillac has supposedly improved. I wonder how much of this was actual improvement or management of the survey process. I was disappointed with my Cadillac dealer's inability to diagnose and cure minor problems with my SRX. They also drove me nuts with followup calls and letters to be sure I returned excellent survey results.
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Old 02-24-10, 11:06 AM   #3
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whatever happened to honda and toyota? i thought they were 2 of the best. maybe i was wrong.
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Old 02-24-10, 11:16 AM   #4
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toyota below avg? they have some serious problems to deal with
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Old 02-24-10, 02:38 PM   #5
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Looks like some former leaders need to improve. Lexus still on top though .
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Old 02-24-10, 04:20 PM   #6
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Great work Lexus.
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Old 02-24-10, 04:23 PM   #7
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mazda's 2nd to last!!!
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Old 02-24-10, 06:45 PM   #8
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#1 again, even with the most customers of any luxury brand in the study, that's an achievement.
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Old 02-24-10, 08:25 PM   #9
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Hummer and Saturn are #1 and #2 for mass market????

Both goners...

Let's hope the same doesn't happen to Lexus or CL would be history
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Old 02-25-10, 08:45 AM   #10
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While this is a great achievement for Lexus, this study is for service and should not be confused with the JD Power's Customer Satisfaction Index which ranks brands by how much the customer still likes the vehicle after three years. Lexus has dominated that survey for the last 15 years.
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Old 02-25-10, 08:54 AM   #11
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Quote:
Originally Posted by marshmallo View Post
Hummer and Saturn are #1 and #2 for mass market????

Both goners...
Can't complain to the dealers if all the dealers are shut down
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Old 02-25-10, 10:46 AM   #12
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Quote:
Originally Posted by jimmyford1 View Post
While this is a great achievement for Lexus, this study is for service and should not be confused with the JD Power's Customer Satisfaction Index which ranks brands by how much the customer still likes the vehicle after three years. Lexus has dominated that survey for the last 15 years.
Good point!

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Old 02-25-10, 12:39 PM   #13
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I have nothing but good things to say about the service I have received at my Lexus dealership.
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Old 02-25-10, 12:57 PM   #14
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Good Job Lexus, now focus on your designs...
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Old 02-25-10, 02:40 PM   #15
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Quote:
Originally Posted by jimmyford1 View Post
While this is a great achievement for Lexus, this study is for service and should not be confused with the JD Power's Customer Satisfaction Index which ranks brands by how much the customer still likes the vehicle after three years. Lexus has dominated that survey for the last 15 years.
Very good point.
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