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Lexus, Buick rank highest in customer satisfaction in respective segments

17 March 2017
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Lexus has been ranked highest in customer satisfaction among luxury brands in the J.D. Power 2017 Customer Service Index (CSI) Study, marking the 17th time the brand has claimed the top spot. Overall, Lexus achieved a CSI score of 874 on a 1,000-point scale, 15 points above the segment average and the highest numerical score in the study, regardless of segment.
Quality of automotive service continues to show significant improvement and is driving an increase in overall customer satisfaction, according to the J.D. Power 2017 U.S. Customer Service Index (CSI) Study, released on Thursday.
Service quality scores account for the greatest improvement, rising to 809 (on a 1,000-point scale) from 782 in 2015, when the study was redesigned. The other four measures—service advisor, service initiation, service facility and vehicle pick-up—all show improvement from 2015 levels. Overall customer service is 816, up from 802 over the same period.
Lexus ranks highest in satisfaction with dealer service among luxury brands, with a score of 874. Following in the luxury ranking are Audi (869); Lincoln (868); Porsche (867); and Cadillac (865).
Buick ranks highest in satisfaction with dealer service among mass market brands, with a score of 860. Following in mass market brands are MINI (850); GMC (837); Chevrolet (829); and Nissan (822).
The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.
Congratulations to the best performing brands!
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Category of article: Automotive, Prize
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