Lexus/Domestics top J.D. Powers Custom Service.

[MikeMike]

J.D. Power and Associates has released the results of its 2006 Customer Service Index Study that measures which brands have the best service departments. Not surprisingly, Lexus nabbed the top spot with a CSI score of 912. Whoa, but there's Buick right behind it with a score of 911, followed by Cadillac with 909. The bottom of the list is occupied by Isuzu with a score of 781, some 29 points below Volkswagen's 810. Of note: six out of the top ten service departments came from domestic brands.

The Customer Service Index Study measures quality of service in the areas of service initiation, service adviser, in-dealership experience, service delivery, service quality and user-friendly service. Survey responses were gathered from 79,580 owners of model year 2003 through 2005 vehicles.

(Follow the jump for the complete list)

[Source: Automotive News]
Customer Service Index Ranking
(Based on a 1,000-point scale)

Lexus - 912
Buick - 911
Cadillac - 909
Jaguar - 908
Lincoln - 906
Mercury - 905
Saturn - 904
Pontiac - 903
Audi - 890
MINI - 890
Volvo - 890
Acura - 889
Chevrolet - 887
Infiniti - 887
Porsche - 887
BMW - 884
Honda - 883
HUMMER - 882
Saab - 880
GMC - 879
IndustryAverage - 873
Mercedes-Benz - 872
Hyundai - 869
Chrysler - 867
Ford - 866
Dodge - 862
Toyota - 861
Subaru - 858
Jeep - 851
Nissan - 849
Mitsubishi - 848
Kia - 843
Mazda - 843
LandRover - 840
Suzuki - 823
Volkswagen - 810
Isuzu - 781

 

[Maximus96]

nissan service dept sucks.

 

[caboob]

Originally posted by: Maximus96
nissan service dept sucks.

depends on the stealership. I've had issues fixed with no hassles from the one I go to.

 

[JohnCU]

must be other VW dealers besides mine that suck then. $400 for a coilpack.

 

[Midlander]

I owned several different makes and had service done on all of them. I agree with the call on Lexus. They are super.

 

[Doggiedog]

When I had a Lexus, the CS sucked at 4 out of 5 places I went to.

Absolutely terrible in fact. I took my GS300 to Lexus of Manhattan in the morning. It started pouring outside. I asked them if they had a courtesy bus that could take me to the subway from 10th ave. They said no. Then I asked them if they could drive me a couple blocks so I wouldn't get drenched. They said no. Then I asked them if they could drive me in my car to the subway. Again no. Sure enough I get drenched on my way to work.

When I went to get my car back, it wasn't ready. I waited 2 hours for it on Friday. I didn't get home until 9PM. To this day, I still don't think they did anything to my car. It wasn't washed or anything. To add insult to injury, they charged me $500 for the routine maintenance.

Today, I went to get my 7500 mile service on my Infiniti G35. Over the phone they told me it was going to an hour and cost $120. I had a delivery scheduled in 2 hours so I figured I had time. When I get there, they tell me its $150 and 1 1/2 hours. I waited over two hours, missed the delivery time for my TV and got charged $160. The sales process at Infiniti was great. The service so far has sucked.

 

[FeuerFrei]

I guess some Toyota exec must have seen this. The other day they announced they intended to work on their customer service.

 

[VirginiaDonkey]

I am surprised at MB being mid-pack.

I know my MB dealer service department was spotless, the service advisors were great and they always had a loaner available.

My Lincoln-Mercury dealer service dept is good too. They aren't high dollar like the MB dealer but they are accurate with estimates and completion time.

 

[spidey07]

Originally posted by: FeuerFrei
I guess some Toyota exec must have seen this. The other day they announced they intended to work on their customer service.

Don't confuse manufacturing with sales.

two totally/completely different entities.

 

[jagec]

This is a battle you can't win at ATOT...if you post that domestics have poor service departments, you'd get "Well, that's not surprising, domestics suck!" If you post that they have good service departments, you'd get "Well of course they do, they get plenty of practice!"

 

[theslickvik]

The CS at lexus is pretty ****** where i live. You pay 1G for service and you get doughnuts and coffee. God knows what the service techs are doing to your car.

 

[Mill]

I'm sure I'll be flamed since I'm mentioning car brands...

I've found the Mercedes service sucks compared to Audi. Audi service is friendly, fast, and treats you like a customer. Mercedes acts like you are a thorn in their side. It could just be the dealerships in my area, though.

 

[AnonymouseUser]

Domestic cars still suck.

 

[AnonymouseUser]

Originally posted by: Maximus96
nissan service dept sucks.

Agreed