Lexus Ranks Highest in 2013 J.D. Power and Associates CSI Study! :)
Lexus has the highest customer satisfaction ranking among all luxury brands in the J.D. Power and Associates 2013 Customer Service Index (CSI) Study for the fifth consecutive year. Lexus achieved an overall CSI score of 862 (up one point from last year’s study) on a 1,000-point scale, 19 points above the segment average and the highest numerical score in the study, regardless of segment.
Meanwhile, the Toyota and Scion brands rank 23rd and 24th overall, respectively. Toyota ranks 12th among mass market brands, up from 13th last year, while Scion’s results increased by five to rank 13th among mass market brands.
The 2013 CSI Study is based on responses from owners and lessees of 2008 to 2012 model-year vehicles. The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer service performance during the first three years of new-vehicle 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.
To read the J.D. Power press release and CSI Study rankings, please go to: http://bit.ly/Z2ebn6.
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