Lexus Places First in Customer Satisfaction | J.D. Power CSI Study

Posted by Lexus of Calgary on Mar 23, 2017 1:27:21 PM


Lexus service in Calgary-2 

At Lexus of Calgary, everything we do is centered around offering you VIP service. 

Recently, the  J.D. Power 2017 Customer Service Index (CSI) StudySM ranked luxury car brands to determine scores based on customer satisfaction. For the seventeenth time, Lexus has been ranked the highest in customer satisfaction with a CSI score of 874 on a 1,000-point scale! This is fifteen points above the segment average and the highest score in the study regardless of segment. 

Read on to learn more about the study and how Lexus achieved the top ranking over other luxury car brands.

Breakdown of 2017 J.D. Power Customer Service Index Study

 J.D. Power 2017 Customer Service Study Lexus The 2017 study is based on responses from more than 70,000 owners and lessees of 2012-2016 luxury model-year vehicles and was fielded between October and December 2016. It examines customer satisfaction based on maintenance and repair service at dealerships. 

This J.D. Power study measured satisfaction of the service experience based on these five components:

  • Service Initiation
  • Vehicle Pick-Up
  • Service Facility
  • Service Quality
  • Service Advisor

The quality of automotive service is a significant factor in increasing overall customer satisfaction. 

“The quality of work—doing the job right the first time—can noticeably affect customer satisfaction and loyalty, but it shouldn’t be viewed in a vacuum,” said Chris Sutton, vice president, U.S. automotive retail practice at J.D. Power. “Proactive communication with the customer, especially while the car is being serviced, is one element that has a direct influence on loyalty.”

Of the many key findings the 2017 study uncovered, there was one part that 94% of customers agreed on. That is "the value of getting it right the first time." Customers who take their luxury vehicles in for service indicate that they their first experience with a dealership is of the utmost importance.

Lexus ranked the highest in overall satisfaction among luxury brands — outperforming Audi, Lincoln, Porsche, and Cadillac.

 Experience VIP Service at Your Lexus Dealership in Calgary

Now that we've set the expectation, come see us for Lexus service in Calgary!  Request a service appointment online and we'll schedule your visit at a time that works best for your schedule.  

We strive to create the ultimate ownership experience for all our guests. When you purchase a Lexus car or SUV in Calgary from us we offer the Lexus of Calgary VIP Service treatment. 


Topics: Calgary News