For the fourth consecutive year, Lexus
has topped all other luxury brands on the the J.D. Power and Associates Customer Service Index
(CSI) survey, achieving an overall score of 861 on a 1,000 point scale. Not only is that well above the segment average, but it reflects the highest score in the survey, across all industry segments.
The 2012 CSI study compiles data from both owners and lessees of 2007 to 2011 model year vehicles, to determine their overall satisfaction with the dealer service experience. Among luxury brands, Lexus out-performed second-place Cadillac (who scored 852) and easily beat the luxury segment average of 835 points.
While the award is the fourth consecutive for Lexus in the luxury segment, the brand has amassed some 15 top CSI rankings since 1991. It's the second J.D. Power award for Lexus in a month, as the brand also earned a top finish in J.D. Power's 2012 Dependability Study
Mark Templin, Lexus’ group vice president and general manager, said of Lexus dealers, “We are thrilled that their tireless efforts at exceeding customer expectations resulted in Lexus being the highest-ranked brand in CSI for the 15th time, more than any other manufacturer.”
Among, non-luxury brands, MINI was the top finisher, followed by Buick, GMC, Chevrolet and Hyundai. Overall, the mass-market brand average of 778 was significantly lower than the luxury average score of 835.