Wednesday, March 13, 2013

J.D. Power and Associates 2013 Customer Service Index Study

The J.D. Power and Associates 2013 Customer Service Index Study, Lexus ranks highest among luxury nameplates for a fifth consecutive year, and GMC ranks highest among mass-market nameplates. Among luxury brands, Cadillac, Jaguar, Acura, and Infiniti follow Lexus in the rankings. Among mass market brands, Mini, Buick, Chevrolet, and Volkswagen follow GMC.

The CSI Study measures customer satisfaction among vehicle owners who visit a dealership service department for maintenance or repair work during the first 3 years of ownership. Satisfaction is examined across five measures, listed in order of importance: service quality; service initiation; service advisor; service facility; and vehicle pick-up. Survey responses received from 91,000 owners and lessees of 2008 to 2012 model-year vehicles were included in the study.

Courtesy of JD Power & Associates