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.

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