Once again, Lexus has claimed the top spot for a luxury brand for customer satisfaction with dealer services, according to the 2013 J.D. Power and Associates Customer Service Index survey released earlier today. This is the fifth consecutive year that Lexus has claimed the title. Not to be outdone, GMC has ranked highest among the mass market brands.
Overall, average customer satisfaction at dealer facilities has increased to 797 on J.D. Power and Associates’ 1,000-point scale, up from 787 in 2012. More than three-fourths, or 77 percent, of customer visits to dealer service departments have been for vehicle maintenance, again up from 72 percent in 2012. Overall satisfaction has improved by at least 20 percent in three of the 11 luxury brands, and 5 of the 19 mass market brands.
“Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-pointsâ€"people, improved processes and customer waiting areasâ€"which are having a profoundly positive impact on their customers,†said Chris Sutton, senior director at J.D. Power and Associates in the 2013 Customer Service Index study.
Top 4 Luxury Brands, Customer Service Index Ranking:
- Lexus â€" 862
- Cadillac â€" 858
- Jaguar â€" 856
- Acura â€" 852
Top 10 Mass Market Brands, Customer Service Index Ranking:
- GMC â€" 819
- MINI â€" 810
- Buick â€" 809
- Chevrolet â€" 806
- Volkswagen â€" 804
- Nissan â€" 797
- Hyundai â€" 794
- Honda â€" 792
- Ford â€" 786
- Chrysler â€" 784
Satisfaction with dealer service has improved by 10 points in 2013, with gains in all five study measures, and among the 30 rank-eligible brands, 28 improve in service satisfaction, and eight brands have improved by at least 20 points. 2013 shows the largest year-over-year gain in service facility and vehicle pick-up, including owner perception of the fairness of the charges.
Source: J.D. Power and Associates
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