Lexus achieved an overall customer satisfaction index score of 846 on a 1,000-point scale, 27 points above the segment average
J.D. Power and Associates declared that Lexus was voted No. 1 in customer service on the basis of overall dealership experience, service initiation and quality of work.
J.D. Power conducted its 2011 Customer Satisfaction Index Study choosing the luxury automaker according to superior customer service during the servicing time. Almost 96 percent of Lexus customers affirmed that their vehicles were perfectly serviced when brought to the brand dealer whereby service quality is ensured.
According to J.D. Power’s study, Lexus achieved an overall customer satisfaction index (CSI) score of 846 on a 1,000-point scale, 27 points above the segment average and the highest numerical score in the study, regardless of segment. In addition, the Lexus brand also scored highest in three of five measures in the study which includes: service initiation, service facility and service quality.
Lexus guarantees customer satisfaction both in and out of the dealership. The brand also offers support on its Facebook page where customers are encouraged to communicate their queries and concerns on the brand’s wall where answers can be provided by customer service representatives. Lexus offers further service assistance through the Lexus’ helpline and the brand’s Web site.
Nadim Haddad, Marketing Manager of Central Trade and Auto Co. (CTA), said: “We are proud to be associated with the Lexus brand, and we hope to continue providing high customer satisfaction in Jordan”.
Notably, Lexus has been ranked No. 1 in the CSI study for the 14th time this year outperforming all the other auto brands, greatly differentiating Lexus from its competitors.