Porsche and Lexus Dominate J.D. Power 2025 U.S. Customer Service Index (CSI) Study
The CSI study measures customer satisfaction with dealer service and Porsche and Lexus top the charts in premium brand segments.
There are many reasons why someone chooses to buy a premium brand automobile. They may love the style of the vehicle, or the performance it provides. Perhaps they simply like the prestige that comes with the badge. No matter the reason, one thing is certain, these buyers are paying more money than those buying vehicles from mass-market brands. And for that money, people will demand more than just a vehicle that performs well and looks good. Buyers of premium brand automobiles expect outstanding dealer service as well. And according to the J.D. Power 2025 U.S. Customer Service Index (CSI) Study nobody delivers that outstanding dealer service better than Porsche and Lexus.
The 2025 CSI study was recently published, and Porsche and Lexus dominate the list. They finished ranked 1-2 in the premium brand segment overall, for premium cars and premium SUVs. In other words, it was a clean sweep for them in the segment. The CSI study measures satisfaction with service at a franchised dealer and aftermarket service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. The service experience is measured in five key areas: service quality; service advisor; vehicle pick-up; service facility; and service initiation. The 2025 study was based on responses from 55,210 verified registered owners and lessees. We will look at the results in more detail below.
Overall Results
The average overall CSI rating in the premium brands segment was 878. Only five manufacturers scored above average. Porsche was first with a score of 912. Lexus took the next spot with a score of 900. Cadillac, Acura, and Infiniti rounded out the rest of the above-average list with scores of 888, 885, and 881 respectively. Maserati was at the bottom of the list with a score of 823.
Some key findings in the study include the fact that 12 percent of all repairs are not completed correctly on the first visit. Communication is key. The study found that among the 10 most influential key performance indicators measured in the study, four are communication-related. Trust in dealer service personnel varies by generation. Boomers have the most trust in dealers but that trust level erodes with each generation, with Generation Z having the least faith in dealers.
Premium Cars
In the premium cars segment, Porsche and Lexus again scored a 1-2 finish. Here the segment average was 880 and Porsche topped the charts with a score of 906. Lexus was second with a score of 891, just beating out rival BMW which came in third with a score of 887. Acura and Infiniti were the other two brands that scored above average. On the other end of the scale was Genesis which scored worse than any other premium car brand with a score of 828.
Premium SUVs
In the premium SUV segment, the class average was 877. Porsche was once again well above average with a top score of 917. Lexus was again number two with a score of 902. And like the overall premium segment, Cadillac, Acura, and Infiniti rounded out the rest of the above-average list for premium SUVs. At the bottom of the list once again was the Genesis brand with a score of 836.
This CSI study shows that if you value a premium dealership experience, you will be most pleased with what Porsche and Lexus dealers have to offer.
Images: Lexus; J.D. Power
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