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.