Monday, March 1, 2010

J.D. Power 2010 Customer Service Index Study - Luxury & Mass Market

Lexus wins the gold medal among luxury brands in the 2010 Customer Service Index rankings for the second consecutive year with an index score of 837. Ranked No. 2 among luxury brands is Cadillac at 827, showing a huge improvement from last year. Third luxury brand is Jaguar at 822 after having the highest overall rank in 2008 and second in 2009. Other top luxury brands include Acura at 817 and BMW at 816. The luxury brand industry average is 813. The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

GM's outgoing Hummer brand has the top score among mass market brands with a score of 815, thanks to its service quality and service facility scores. Second is another soon-to-be-extinct GM brand, Saturn at 808. Buick with a score of 805 is third among mass market brands. Six of the top seven brands in the mass market segment are from General Motors. Ford brands hold the No. 7 and No. 8 rank positions, while no Chrysler brands perform at or above the mass market industry average of 758.

The 2010 J.D. Power CSI Study is based on responses from more than 114,200 owners and lessees of 2005 to 2009 model-year vehicles. The study was fielded between October and December 2009.

(Charts courtesy of J.D. Power and Associates)