xcel
03-01-2009, 12:48 PM
http://www.cleanmpg.com/photos/data/2/AmericanFlag.jpg Top-Performing Brand in 2009 J.D. Power and Associates CSI Study. (cleanmpg.com/forums/showthread.php?p=191198)
http://www.cleanmpg.com/photos/data/501/HS_250h_Passenger_Side_Front_Headline.jpgWayne Gerdes – CleanMPG (cleanmpg.com) – Feb. 25, 2009
Upcoming performance oriented $35,000 + Lexus HS 250h hybrid with an EPA combined somewhere in the low 30’s.
Torrance, CA. -- Lexus ranked highest in customer satisfaction in the J.D. Power and Associates 2009 Customer Service Index (CSI) StudySM. Lexus achieved an overall CSI score of 835 on a 1,000-point scale, 25 points better than the next-highest brand.
In today’s challenging automotive market, providing consumers with superior service experiences translates into increased profitability for dealers and automakers, with the highest-performing brands retaining more than 80 percent of their customer maintenance and repair dollars within their dealer network, compared with retention rates of less than 60 percent for lower-performing brands, according to the J.D. Power and Associates 2009 Customer Service Index (CSI) StudySM .
The study finds that although satisfaction with dealer service tends to decline as vehicles age—particularly during the fourth and fifth years of ownership—those automakers whose dealers provide the highest levels of satisfaction during the warranty period retain a greater share of future service visits at the dealership, even after the warranty period expires. Brands with dealers that achieve particularly high CSI scores (800 or higher) during the first three years of vehicle ownership retained 79 percent of dollars spent on maintenance and repairs during the first five years of ownership. In contrast, brands that attained CSI scores below 800 retained only 69 percent of customer maintenance and repair dollars.
“Since dealer service is the last touch point in the vehicle ownership cycle that auto manufacturers have with customers, providing superior levels of service can leave owners with a lasting favorable impression of the brand,” said Jon Osborn, research director at J.D. Power and Associates. “Providing excellent service is not only good for customers, but it also benefits dealers and automakers in terms of income from future service visits and sales. The significant decline in new-vehicle sales means that dealers are relying even more heavily on the service-operations side of their business for much-needed revenue. In many cases, this income is keeping the dealerships open. With the stakes so high, it is imperative for dealers to focus heavily on maximizing satisfaction levels.”
Lexus ranked highest in customer satisfaction with dealer service in 2009—improving from fourth rank position in 2008. Lexus achieves an overall CSI score of 835 on a 1,000-point scale and performs particularly well in four of the five measures including service initiation, service advisor, service facility and service quality.
Rounding out the top five nameplates are Jaguar (810), BMW (808), Cadillac (806) and Acura (805).
“We will always work hard in partnership with our dealers to improve the customer experience for Lexus buyers,” said Lexus Group Vice President and General Manager Mark Templin. “Lexus has a great working relationship with our dealers, who are the best in the business. We are proud that we’ve consistently scored very well in the CSI survey even as our sales and units in operation have grown over time.”
The 2009 CSI Study is based on responses from 106,059 owners and lessees of 2004 to 2008 model-year vehicles. The study was fielded between October and December 2008.
http://www.cleanmpg.com/photos/data/501/HS_250h_Passenger_Side_Front_Headline.jpgWayne Gerdes – CleanMPG (cleanmpg.com) – Feb. 25, 2009
Upcoming performance oriented $35,000 + Lexus HS 250h hybrid with an EPA combined somewhere in the low 30’s.
Torrance, CA. -- Lexus ranked highest in customer satisfaction in the J.D. Power and Associates 2009 Customer Service Index (CSI) StudySM. Lexus achieved an overall CSI score of 835 on a 1,000-point scale, 25 points better than the next-highest brand.
In today’s challenging automotive market, providing consumers with superior service experiences translates into increased profitability for dealers and automakers, with the highest-performing brands retaining more than 80 percent of their customer maintenance and repair dollars within their dealer network, compared with retention rates of less than 60 percent for lower-performing brands, according to the J.D. Power and Associates 2009 Customer Service Index (CSI) StudySM .
The study finds that although satisfaction with dealer service tends to decline as vehicles age—particularly during the fourth and fifth years of ownership—those automakers whose dealers provide the highest levels of satisfaction during the warranty period retain a greater share of future service visits at the dealership, even after the warranty period expires. Brands with dealers that achieve particularly high CSI scores (800 or higher) during the first three years of vehicle ownership retained 79 percent of dollars spent on maintenance and repairs during the first five years of ownership. In contrast, brands that attained CSI scores below 800 retained only 69 percent of customer maintenance and repair dollars.
“Since dealer service is the last touch point in the vehicle ownership cycle that auto manufacturers have with customers, providing superior levels of service can leave owners with a lasting favorable impression of the brand,” said Jon Osborn, research director at J.D. Power and Associates. “Providing excellent service is not only good for customers, but it also benefits dealers and automakers in terms of income from future service visits and sales. The significant decline in new-vehicle sales means that dealers are relying even more heavily on the service-operations side of their business for much-needed revenue. In many cases, this income is keeping the dealerships open. With the stakes so high, it is imperative for dealers to focus heavily on maximizing satisfaction levels.”
Lexus ranked highest in customer satisfaction with dealer service in 2009—improving from fourth rank position in 2008. Lexus achieves an overall CSI score of 835 on a 1,000-point scale and performs particularly well in four of the five measures including service initiation, service advisor, service facility and service quality.
Rounding out the top five nameplates are Jaguar (810), BMW (808), Cadillac (806) and Acura (805).
“We will always work hard in partnership with our dealers to improve the customer experience for Lexus buyers,” said Lexus Group Vice President and General Manager Mark Templin. “Lexus has a great working relationship with our dealers, who are the best in the business. We are proud that we’ve consistently scored very well in the CSI survey even as our sales and units in operation have grown over time.”
The 2009 CSI Study is based on responses from 106,059 owners and lessees of 2004 to 2008 model-year vehicles. The study was fielded between October and December 2008.