J.D. Power 2012 Updated Customer Service Index Study (Lexus #1)
02-24-10, 10:27 AM
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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.
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.
02-25-10, 08:45 AM
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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.
02-25-10, 10:46 AM
#12
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.
Last edited by encore888; 02-25-10 at 02:59 PM.
02-25-10, 02:40 PM
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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.
