Lexus satisfies its customers

AutoTrader NZ
Published 3 September 2020

Lexus was named the top-ranked luxury brand as well as the number one brand overall in Customer Service according to the J.D Power and Associates 2010 Customer Service Index (CSI) Study in the United States.

The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership which typically represents the majority of the vehicle warranty period.

Lexus achieved an overall score of 837, on a 1000 point scale, an increase of two points from last year, performing particularly well in four of the five measures; service quality, service initiation, service advisor, and service facility.

Lexus’ number one position in the study was followed by Cadillac (827), Jaguar (822), Acura (817) and BMW (816).

Lexus has taken the CSI top spot in 2006, 2009 and now 2010.

Lexus New Zealand Manager Debbie Pattullo said, “In New Zealand, Lexus customers have a four year and 140,000km warranty and service plan on their vehicle and we measure customer satisfaction at both delivery and service, to ensure we are always connected and listening to our customers.”

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