JD Power: Lexus Drivers Applaud Their Dealers


NBC News - March 14, 2013

The J.D. Power Cus­tomer Ser­vice Index mea­sures how well deal­ers are meet­ing the needs of their cus­tomers at their repair shops.

The study shows how well Lexus deal­ers are doing.

For the fifth year in a row, Lexus led the closely-watched J.D. Power Cus­tomer Ser­vice Index, a mea­sure of how well deal­ers are meet­ing own­ers’ expec­ta­tions for per­for­mance at their repair shops. Detroit-based GMC, mean­while, jumped into the lead among mass-market brands, accord­ing to the mar­ket research firm.

The index focuses on what hap­pens when vehi­cle own­ers visit a ser­vice depart­ment for either main­te­nance and repair work ask­ing about five spe­cific areas: ser­vice qual­ity, ser­vice ini­ti­a­tion, ser­vice advi­sor, ser­vice facil­ity and vehi­cle pick-up.

Toyota’s lux­ury brand Lexus main­tained its win­ning streak in the 2013 index with a score of 862. Cadil­lac was a close sec­ond, at 858 points, fol­lowed by Jaguar, Acura and Infiniti. Notably, were Hyundai to sell its Equus mod­els as an inde­pen­dent brand – which it once con­sid­ered – the model would have outscored Lexus.