Lexus and Mini are celebrating today since both brands ranked highest for customer service satisfaction with dealer service in the J.D. Power and Associates 2011 Customer Service Index Study that was released today.
For Lexus, it is the second consecutive year that the brand won the luxury crown. Rounding out the top four nameplates in the premium segment are Jaguar (837); Cadillac (830); and Acura (828). Among luxury brands, Volvo and Porsche achieve the greatest improvements from 2010.
Among mass-market brands, Mini scored the highest out of 21 brands, moving up from fifth place last year due to improvements in the quality of service. Also among the top 10 brands in the mass market segment are GMC (803); Buick (799); Chevrolet (792); Kia (784); Hyundai and smart, in a tie (783 each); Volkswagen (779); Ford (773); and Honda (765). Of mass market brands, Mazda and Suzuki achieve the greatest improvements from 2010.
“Suggesting additional service work can actually benefit both customers and dealerships—customers may prolong the life of their vehicle, while service facilities may gain additional revenue,” said Jon Osborn, research director at J.D. Power and Associates. “However, it is key for dealerships to properly train their staff in the subtleties involved in adequately explaining the necessity and value of additional services without placing undue sales pressure on the customer.”
– By: Omar Rana