Lexus ranked first in J.D. Power and Associates' Customer Service Index (CSI) StudySM, it was announced today. The study indicates that Lexus' approach to customer satisfaction has earned the luxury marque top-notch placement in this annual study of the auto industry's treatment and handling of customers.
Designed to objectively measure service usage and customer response to dealer service, CSI studies six key areas: initiating service, service advisory, in-dealership experience, service delivery, service quality, and user-friendly service. 2006 CSI results are based on responses from 79,580 owners and lessees of 2003 to 2005 model-year vehicles who evaluated their visits to dealerships during the first three years of ownership. Thirty-two attribute questions contribute to the overall CSI score for both Repair and Maintenance work.
"The Lexus goal is to deliver 100% customer satisfaction," said Bob Carter, Lexus group vice president and general manager. "This No. 1 ranking reflects on how Lexus' 220 dealers are completely devoted to our customers and work to fosterand constantly improvethat relationship. Our dealers continue to deliver the best possible customer service to our growing customer body."
Lexus achieved 912 out of a possible 1,000 points in the 2006 review, gaining eight points over last year's results to move from fourth into first place. The marque's repair customers reported the highest level of satisfaction in the industry, scoring 52 points higher than the industry average. Lexus also tied for the highest score among all nameplates for In-Dealership Experience, with an index score of 92148 points higher than the industry average.
"As Lexus dealers continue to excel in sales, those ever-increasing sales figures do not dilute their dedication to maintaining the highest possible standards in customer satisfaction," Carter continued. "They, and our company as a whole, adhere to the Lexus Covenant, which states that we will treat each and every customer as a guest in our own home. It's this level of individual attention and consideration that has brought us to the top of the chart this year. Now we intend to widen the margin and exceed even our own already high standards."
This year's No. 1 CSI position marks the eleventh time Lexus has garnered the top honor since the brand was established in 1989. The commitment to providing superior product and an unparalleled ownership experience remains at the forefront of the Lexus business paradigm. Being the top-selling luxury brand in the U.S. for five consecutive years is a testimony to this newly global company's ongoing success.