Lexus Places First in Customer Satisfaction | J.D. Power CSI Study

At Lexus of Calgary, everything we do is centered around offering you VIP service.

Recently, the  J.D. Power 2018 Canada Customer Service Index Long-Term Study  ranked Canadian car dealerships providing auto service to determine scores based on overall customer satisfaction. For the fourth consecutive year, Lexus has been ranked the highest in customer satisfaction with a CSI score of 826 on a 1,000-point scale!

Read on to learn more about the study and how Lexus achieved the top ranking over other luxury car brands.

Breakdown of 2018 J.D. Power Customer Service Index Study

The 2018 study is based on responses from 10,681 owners and was conducted in March through June 2018.  Measuring customer satisfaction and loyalty, the Customer Service Index Long Term (CSI-LT) examines vehicle owners of 4-12 years.

The J.D. Power study measured satisfaction of both warranty and non-warranty service visits based on these five components:

  • Service Initiation
  • Service Quality
  • Service Advisor
  • Service Facility
  • Vehicle Pick-up

The quality of customer satisfaction is a significant factor in increasing brand loyalty and recommendations of vehicle service.

“Customer satisfaction is critical for brand loyalty and advocacy of auto service facilities,” says J.D. Ney, Automotive Industry Practice Leader at J.D. Power Canada. “Service facilities that want to build customer loyalty need to provide positive experiences to meet this goal.”

Of the many key findings the 2018 study uncovered, 86% of the most satisfied customers agreed that they “definitely will” return to a dealership or service facility, and 84% of those customers declared they “definitely will” recommend said dealership or service facility.

Lexus ranked the highest in overall satisfaction among luxury brands — outperforming Mercedes-Benz, Acura, Volkswagen, and Audi.

Experience VIP Service at Your Lexus Dealership in Calgary

Now that we’ve set the expectation, come see us for Lexus service in Calgary!  Request a service appointment online and we’ll schedule your visit at a time that works best for your schedule.

We strive to create the ultimate ownership experience for all our guests. When you purchase a Lexus car or SUV in Calgaryfrom us we offer the Lexus of Calgary VIP Service treatment.