In J.D. Power and Associates’ 2009 Customer Service Index Study Lexus finally overtook Jaguar regaining its title as the automaker that provides the best service to its customers. Lexus had a 25 point lead over Jaguar with a total of 835 points beating the industry average of 761.
Jaguar was followed by BMW, Cadillac and Acura completing the top five for 2009. BMW’s jump reflected a jump of six spots from 2008. Acura rose from seventh to fifth. Volkswagen, Kia, Nissan, Mazda and Suzuki held the bottom five spots of the list.
J.D. Power stated the obvious saying that dealers that provide the best customer service have a better chance of retaining their customers after warranties expire. It said that consumers spend about $310 annually on oil changes and other services in the first five years of a vehicle ownership, reports Automotive News.
The study was based on responses from over 106,000 owners and leases of a vehicle from 2004 to 2008 models. Owners were surveyed in the final quarter of 2008.
2009 J.D. Power and Associates Customer Service Study: