April 16th. 2014
According to the 2014 J.D. Power and Associates Customer Service Index (CSI) study, maintenance packages have become more prevalent and contribute to high service experience and loyalty.
The success of ToyotaCare, and its no-cost maintenance plan, helped the Toyota brand achieve an overall CSI score of 801 on a 1,000-point scale, up 21 points from last year�s study, pushing Toyota up to 6th place among non-premium brands.
The study showed Lexus scored 867 points, dropping from first to third place, due to a decline in service quality for repairs, just one point behind the second place finisher, Audi (868). Cadillac (872) showed a marked improvement from last year, up 14 points to finish at the top of the study.
Scion scored 780 and dropped to 27th place overall, 15th among non-premium brands.
The 2014 CSI Study is based on responses from owners and lessees of 2011-2013 model-year vehicles. The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.
To read the J.D. Power press release and CSI Study rankings, please go to: http://bit.ly/1ernrr7