Lexus ranked highest in customer satisfaction among luxury brands and leads the industry in the J.D. Power and Associates 2012 Customer Service Index (CSI) Study for the fourth consecutive year. Lexus achieved an overall CSI score of 861 on a 1,000-point scale, 15 points above the segment average and the highest numerical score in the study, regardless of segment. “Lexus dealers continue to raise the bar in delivering on the promise of industry-leading customer satisfaction,” said Mark Templin, Lexus group vice president and general manager. “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 othermanufacturer.”* The 2012 CSI Study is based on responses from owners and lessees of 2007 to2011 model-year vehicles. The study was fielded from October through December 2011. Lexus ranked highest in the J.D. Power and Associates Customer Satisfaction with Dealer Service (CSI) Study from 1991-1995,1997-2001, 2006, and 2009-2012. Toyota ranked 12th among mass market brands on the CSI study, up 31 points and five slots in the rankings over last year. J.D. Power said the study also found that customers were “considerably more satisfied” with service performed at dealerships compared to independent facilities.
Courtesy of Lexus
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