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Five Luxury Car Brands Named J.D. Power and Associates 2011 Customer Service Champions Page 2


2011 Lexus LS 460

2011 Lexus LS 460

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Lexus

Lexus, the luxury arm of Toyota, builds 14 models, ranging from sedans, convertibles, and hybrids, to luxury utilities and high-performance sports cars. Lexus warranty coverage is 48 months/50,000-miles, whichever comes first. The brand prides itself on the service experience it provides to customers. Many dealerships offer a wide range of luxuries, such as custom waiting lounges, complimentary car washes, free pick-up and delivery, and Lexus loaner vehicles (for cars in for covered warranty service that requires more than eight hours to repair). In addition, 24/7 roadside assistance is provided for 48 months, regardless of mileage, for vehicles operated in the U.S. territories and Canada.

In addition to 2011 Customer Service Champion, Lexus was number one in customer service in the 2010 JDPA Customer Service Index (CSI), secured three first-place segment category wins with Lexus GS, LS 460 and GX 460 in the JDPA 2010 Initial Quality Study, and segment category (first or second place) wins for Lexus ES 350, GX 470, RX, and LS 460 in the JDPA 2010 Vehicle Dependability Study.

2011 Lincoln MKS

2011 Lincoln MKS

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Lincoln

In November 2010 Lincoln built on its luxury brand image by introducing the Lincoln Complimentary Maintenance program for all new Lincoln customers beginning with the 2011 model year. The program, designed to enhance the four-year/50,000-mile bumper-to-bumper manufacturer’s warranty is fully transferable to a second owner. The program includes free maintenance service and coverage for oil and filter changes, tire rotations, and multi-point vehicle inspections for up to eight service visits.

Lincoln is making strides in other areas as well. In the J.D. Power and Associates 2010 Initial Quality Study, Lincoln snagged the number eight spot, up from 26th position the year prior, and the largest jump of any brand. And in the area of long-term durability, Lincoln grabbed the number two spot behind Porsche in the J.D. Power and Associates 2010 Vehicle Dependability Study.

2011 Mercedes-Benz C-Class

2011 Mercedes-Benz C-Class

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Mercedes-Benz

For 125 years, Mercedes-Benz has been creating products of excellence for consumers around the world. The brand continues to build upon that reputation with a relentless pursuit of innovation, adoption of the latest safety technologies, crafting precision high-performance vehicles and catering to its customers’ service needs. The Mercedes-Benz warranty covers four years/50,000 miles.

In addition to being named 2011 Customer Service Champion, Mercedes-Benz ranked high in other 2010 J.D. Power and Associates studies, including 2010 Initial Quality Study (five models: C-Class, GL-Class, E-Class coupe and sedan, and S-Class), highest-ranked vehicle in premium sporty category for S-Class in the 2010 Dependability Study, and third place (behind Jaguar and Cadillac) in luxury brand segment ratings in the 2010 Sales Satisfaction Index (SSI) Study.

[J.D. Power and Associates]


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