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Study: Mini, Lexus offer best customer service

A model sits in a Mini Cooper S

A model sits in a Mini Cooper S car during the 2012 Beijing International Automotive Exhibition at China International Exhibition Center on April 27, 2012 in Beijing, China. (Credit: Getty Images)

The J.D. Power and Associates Customer Service Index Study measures customer satisfaction with dealer service departments during the first three years of vehicle ownership. Key factors in determining service ratings are repair work, service advice and overall service quality.

Luxury Brands
The average score is 819 out of 1,000.
Manufacturer Customer Service Rating
(out of 1,000)
Lexus 846
Jaguar 837
Cadillac 830
Acura 828
Luxury Average 819
Lincoln 817
BMW 814
Porsche 814
Mercedes-Benz 810
Infiniti 801
Audi 794
Volvo 788
Land Rover 785

The study is based on responses from more than 97,300 new-vehicle owners and lessees of 2006 to 2010 model-year vehicles. To be included in the 2011 rankings, brands must be represented in the study for each model year between 2008 and 2010. Since Saab did not have representation in the 2010 model year, it is not included in the luxury brand rankings.

Source: J.D. Power and Associates 2011 Customer Service Index Study

Mass Market Brands
The average score is 758 out of 1,000.
Manufacturer Customer Service Rating
(out of 1,000)
Mini 805
GMC 803
Buick 799
Chevrolet 792
Kia 784
Hyundai 783
Smart 783
Volkswagen 779
Ford 773
Honda 765
Mass Market Average 758
Mitsubishi 754
Mazda 750
Chrysler 749
Subaru 744
Dodge 743
Scion 737
Toyota 735
Ram (Dodge) 733
Nissan 731
Jeep 728
Suzuki 724

The study is based on responses from more than 97,300 new-vehicle owners and lessees of 2006 to 2010 model-year vehicles.

Source: J.D. Power and Associates 2011 Customer Service Index Study

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