Published March 14, 2012
By Philippe Crowe
We already knew Toyota Motor Corporation’s products, including its hybrid cars, enjoy a strong following. Today, research firm J.D. Power and Associates added another award to further solidify its reputation.
For the fourth consecutive year, Lexus ranked highest in customer satisfaction among luxury brands in the J.D. Power and Associates 2012 Customer Service Index (CSI) Study. Lexus achieved an overall CSI score of 861 on a 1,000-point scale, 15 points above the segment average, and the highest numerical score in the study, regardless of segment.
Lexus performed particularly well in three of the five measures: service initiation, service facility and service quality.
The 2012 CSI Study is based on responses from owners and lessees of 2007 to 2011 model-year vehicles. The study was fielded from October through December 2011. Lexus ranked highest in the J.D. Power and Associates Customer Satisfaction with Dealer Service (CSI) Study from 1991-1995, 1997-2001, 2006, and 2009-2012.
This announcement comes a month after J.D. Power and Associates 2012 U.S. Vehicle Dependability Study ranked Lexus highest in vehicle dependability among all nameplates in 2012. In this same study, Toyota Motor Corporation’s Prius hybrid won the top spot for the compact car segment.
It is not surprising, in the light of these awards, to see Toyota Motor Corporation’s hybrid offering dominating the top spots sales-wise in our monthly dashboards, with the Toyota Prius and Camry first and second, followed by the Lexus CT200h.
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