Lexus, MINI rank highest in J.D. Power 2012 U.S. Customer Service Index

According to the J.D. Power and Associates 2012 U.S. Customer Service Index (CSI) Study, vehicle owners who visit dealerships for service are considerably more satisfied with their experience at dealerships than with service from independent facilities.

Lexus and Mini continue to top their rivals – Lexus received an award in Customer Satisfaction with Dealer Service for a fourth consecutive Year, while MINI ranked highest among mass market brands for a second consecutive year.

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“Steady improvements in vehicle quality, longer intervals between recommended service visits and a higher mix of maintenance service events have had a positive effect on overall dealer service satisfaction,” Chris Sutton, senior director at J.D. Power and Associates, said today in a statement. “Moreover, manufacturers and their dealers have instituted broad-based customer service improvement initiatives to increase satisfaction with both the purchase experience and after-sales service.”

Overall satisfaction with dealer service was up by 19 points in 2012, compared with 2011.

Lexus range the highest among luxury brands with top five being closed by Cadillac at 852 points, Jaguar at 849 points, Acura at 838 points and Porsche at 836 points. Audi made the greatest improvement from last year, gaining 34 points to 828.

Among mass market brands, range highest with 809. Closing in the top five was Buick with 805 points, GMC with 803 points, Chevrolet with 801 points and Hyundai at 791 points. Nissan made the greatest improvement with a jump of 43 points.

– By: Omar Rana


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