Top ranking achieved in the J.D. Power 2017 Customer Service Index (CSI) Study
Lexus’s international reputation for delivering the highest standards of customer service has been strengthened with its achievement of the highest ranking among luxury brands in the 2017 J.D. Power Customer Service Index Study.
It is the 17th time Lexus has claimed the top spot in its segment in the American CSI study, having enjoyed the status from 1991 to 1995, 1997 to 2001, in 2006 and from 2009 to 2013. Its 2017 score of 874 out of a possible 1,000 points is 15 points higher than the luxury brand average and the highest numerical score in the study overall.
Jeff Bracken, Vice President and General Manager of the Lexus group, said: “We aim to create amazing experiences for our customers by anticipating their needs, both at the time of purchase and in the years down the road. Customer service is at the heart of our brand and we’re proud of the continuous efforts of our dealers to exceed our buyers’ expectations.”
The 2017 CSI study measured customer satisfaction with the service they have received from both franchised and independent service facilities for maintenance and repairs to cars between one and five years old. Research was conducted between October and December last year.