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Lexus Scores Highest in Customer Satisfaction Survey
The Daily Auto Insider
Monday, July 24, 2006
July 2006


Lexus ranked highest in the 2006 J.D. Power and Associates Customer Service Index (CSI) Study.

With an overall CSI score of 912 points on a 1,000-point scale, Lexus achieved particularly high ratings from repair customers in the areas of service initiation and service quality. Following Lexus in the rankings are Buick (911) and Cadillac (909), according to a Power news release.

The study, now in its 26th year, measures the customer satisfaction of vehicle owners who visit the dealer service department for maintenance or repair work during the first three years of ownership, which typically represents the majority of the vehicle warranty period. Overall customer satisfaction with dealer service is based on six measures: service initiation, service advisor, in-dealership experience, service delivery, service quality and user-friendly service.

The study finds that customers who are satisfied with the service advisor and the in-dealership experience are more likely to return for service and more likely to repurchase the same make. They are also more likely to recommend the make, which leads to new vehicle sales. A gain in CSI score of just 10 points for satisfaction with the service advisor or in-dealership experience is estimated to add anywhere from $40 to more than $300 per customer annually, averaged over a one- to three-year customer base.

The 2006 CSI Study is based on responses from 79,580 owners and lessees of 2003 to 2005 model-year vehicles.

Customer Service Index Ranking (Based on a 1,000-point scale)


Lexus 912
Jaguar 908
Saturn 904
Mini 890
Chevrolet 887
BMW 884
Saab 880
Mercedes-Benz 872
Ford 866
Subaru 858
Mitsubishi 848
Land Rover 840
Isuzu 781
Buick 911
Lincoln 906
Pontiac 903
Volvo 890
Infiniti 887
Honda 883
GMC 879
Hyundai 869
Dodge 862
Jeep 851
Kia 843
Suzuki 823
Cadillac 909
Mercury 905
Audi 890
Acura 889
Porsche 887
Hummer 882
Industry Average 873
Chrysler 867
Toyota 861
Nissan 849
Mazda 843
Volkswagen 810
Source: J.D. Power and Associates

There's no way Ford should be that high.

if you read between the lines, this basically is a "how do you feel about the work you dont have to pay for?" study. as it was conducting in the first 3 years aka warranty period. my guess is if the did a study on vehicles serviced between the ages of 3-5 yrs, the results would be lower and definitely not in the same order.

MAlby7,Jul 24 2006, 02:27 PM Wrote:There's no way Ford should be that high.
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well it's all over the place and Mercury (905) Scored higher then Ford (866)

Frost__2001,Jul 24 2006, 03:54 PM Wrote:

MAlby7,Jul 24 2006, 02:27 PM Wrote:There's no way Ford should be that high.
[right][snapback]198755[/snapback][/right]

well it's all over the place and Mercury (905) Scored higher then Ford (866)
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These are U.S. numbers (see how close Mercury and Lincoln are) and they are quite different than for Canada. I have a meeting at Lexus tomorrow and should be able to get the Canadian numbers.