2012年3月15日木曜日

Official: Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey

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2013 Lexus GS

When it comes to handing out awards, nobody works harder than J.D. Power. With surveys concocted to measure dependability, brand reputation, customer retention, quality, and whatever else the company can dream up, we sometimes wonder whether the company's plaudits aren't becoming a little like "participant" medals awarded at the end of kids' sports seasons.

This latest J.D. Power survey, the 2012 Customer Service Index, measures service satisfaction at dealerships. The most interesting find is that overall satisfaction at dealers is nearly four percent greater than at independent repair facilities. Visits to dealers among owners of vehicles less than three years old are up as well.

Of course, the numbers that people will be most interested in relate to how each brand fared in the survey. J.D. Power ranks each marque on a 1,000-point scale, "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."

The brands are broken into either luxury or mainstream categories, and the top performers in each list are clustered fairly close together. Lexus scored 861 points, followed by Cadillac (852) and Jaguar (849) on the luxury side. The mass market competitors finished even closer, with Mini leading at 809 points, followed closely by three General Motors brands: Buick (805), GMC (803) and Chevrolet (801).

See below for the full press release.

Continue reading Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey

Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey originally appeared on Autoblog on Wed, 14 Mar 2012 14:59:00 EST. Please see our terms for use of feeds.

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