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Lexus returns to top spot for dealer service quality

 
4 1,539 views Feb 27, 2009

Aspects customers valued most included a friendly staff, loaner vehicles and high quality service on non-warranty jobs

Aspects customers valued most included a friendly staff, loaner vehicles and high quality service on non-warranty jobs

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Getting your car serviced at the dealership, whether it be for warranty repairs or regularly scheduled maintenance, is an often-overlooked part of the car ownership experience, but it is one of the most important aspects when it comes to retaining customer loyalty. A positive dealer experience can greatly affect overall customer satisfaction and, from the carmaker’s perspective, increase the likelihood a customer will return to the same brand for their second vehicle.

With all the economic doom and gloom eroding new car sales around the globe, the issue of retaining existing customers is now crucial for carmakers. So which brands are doing it right and which aren’t looking so good we hear you ask?

According to influential industry analysts J.D. Power and Associates, Lexus currently offers the best dealer service experience of all the carmakers. To come to the result, the research firm surveyed verified owners of three to five-year-old vehicles to measure their satisfaction with dealer service. Respondents, of which there were more than 106,000, were asked to rate their dealers based on service quality, initiation, advice, facilities, and vehicle pickup and delivery.

Aspects customers valued most included high levels of service for non-warranty jobs, the ability to provide loaner cars, and friendly staff.

Lexus ranked the highest with a score of 835 out of a possible 1,000 points, moving up from last year's ranking of fourth. Jaguar came in second on 810 points after ranking highest in 2008 and 2007. BMW was third with 808 points, followed closely by Cadillac on 806 and Acura on 805 points.

The best ten brands is as follows:
1) Lexus – 835
2) Jaguar – 810
3) BMW – 808
4) Cadillac – 806
5) Acura – 805
6) Hummer – 804
7) Land Rover – 803
8) Buick – 802
9) Saturn – 800
10) Lincoln – 792

The worst ten brands is as follows:
1) Suzuki – 702
2) Mazda – 716
3) Nissan – 723
4) Kia - 724
5) Volkswagen – 725
6) Jeep – 727
7) Subaru – 729
8) Dodge – 734
9) Toyota – 737
10) Scion - 739



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Comments (4)

  1. ma_www.mywheelsonwalls.com avatar www.mywheelsonwalls.com Posted: 2/27/2009 9:22am PST

    What is interesting is that there are only two Japanese companies in the top ten with dominance is service going to the Americans. They claim 5 spots with 4 of those 5 from GM of all companies.
     
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  2. ma_samuelesm avatar samuelesm Posted: 2/27/2009 6:57pm PST

    Does anyone know what Hyundai or Mitsubishi scored.
     
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  3. ma_saabfan avatar saabfan Posted: 2/27/2009 9:07pm PST

    where's M-B? where's infiniti? I guess M-B reputation for lousy customer service has some truth to it. It will factor into my decision when I want to own a luxury brand automobiles.
     
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  4. ma_saabfan avatar saabfan Posted: 2/27/2009 9:07pm PST

    where's M-B? where's infiniti? I guess M-B reputation for lousy customer service has some truth to it. It will factor into my decision when I want to own a luxury brand automobiles.
     
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    Bad stuff?

 

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