Study: Mini, Lexus offer best customer service
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
