Lexus tops Audi and Jaguar in sustomer service again
John Goreham's picture

Lexus Takes Back Top Customer Satisfaction Spot From Jaguar and Audi for 2017

Luxus regains the top spot on J.D. Power and Associates Customer Satisfaction Index.
Advertisement


Two years ago Torque News dutifully reported the shocking news that a Customer Satisfaction Index Study (CSI) by J.D. Power and Associates found Lexus was not in the top spot. In the group's 2015 CSI Study, Jaguar earned the top spot. Credit was given where due and we applaud Jaguar for the push it made to climb to the top.

In 2016, Audi earned the top ranking according to the survey. Both companies' runs have proven short-lived however, and Lexus is again at the top of this important list for 2017. Lexus' score of 874 has topped Audis 869. Jaguar has fallen back to fifth place in the group's rankings and is now ranked even lower than MINI.

The J.D. Power and Associates CSI is simply a study asking owners and lessees of one to five-year-old vehicles a series of questions regarding service related topics. There are five different areas surveyed, including, service work, service advisor, service initiation, service facility and vehicle pick-up. Scores are given with 1,000 being a perfect score.

The study found that getting the job done right the first time is the most important factor. The group also reconfirmed that infotainment system problems are sinking many manufacturers. Buick was tops among mass-market brands with a score of 860 and Toyota earning an 815. The lowest-ranked premium brand was Land Rover and the lowest ranked mass-market brand was Fiat.

Image note: Photo of free cafe area at Herb Chambers Lexus by John Goreham. Use by permission only.


Sign-up to our email newsletter for daily perspectives on car design, trends, events and news, not found elsewhere.

Comments

Surprised by the lower rank of Toyota.