Lexus were the big winners in the JD Power Australia Customer Service Index or CSI Study a few weeks back – from this survey quite clearly Lexus leads the German luxury brands regarding the way they treat their customers in their dealer service department. J.D.Powers CSI based on a 1, 000-point scale saw Lexus score 852, while Mercedes posted 828, Audi 826 and BMW 811. Interestingly, while Lexus was included in the 2014 and 2015 surveys, it was not ranked due to a small and insufficient sample size. According to J.D. Power – Lexus performance in this period would have fallen below Mercedes-Benz had

According to J.D. Power – Lexus performance in this period would have fallen below Mercedes-Benz had there been a statistically sound sample. Luxury car owners understandably have high expectations when it comes to their experience in servicing – service quality ranks 25 per cent of the CSi score, issues related to the service advisor 20 per cent, vehicle pickup at 20 per cent, service initiation 18 per cent and the service facility 17. Hard markers. I’m David Berthon

I’m David Berthon

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