Lexus Top for Customer Service
Customer service says a lot about a car dealer’s reputation, especially when it comes to after sales. The idea that paying more for a vehicle should mean better post-sale service has always been a staple in the auto industry. And with Lexus, you get exceptional cars and exceptional service. That’s because, according to a recent study by J.D. Power’s U.S. Customer Service Index (CSI), the brand that offers the best customer service is Lexus.
The study by J.D. Power CSI focused on five metrics: service facility, service initiation, service quality, vehicle pick-up, and service advisor. With responses from 70,000 owners from 2012 to 2016 model vehicles, Lexus beat the competition when the study was fielded from October to December 2016. This study was for internal purposes. However, automakers have taken the results seriously.
Chris Sutton, J.D. Power’s vice president, said that “Proactive communication with the customer, especially while the car is being serviced, is one element that has a direct influence on loyalty.” In addition, Sutton also mentioned that the quality of work has a significant effect on the loyalty and customer satisfaction.
Lexus reclaim the top spot for luxury brands after three years of absence. The CSI score of Lexus was 874, which improved five points compared to last year. Lexus’ comeback to pole position just goes to prove the company’s seriousness focus on the important things that matter to customers.
The study also showcased some general observations:
The highest level of satisfaction was generated by service advisors, having an 835-index score. Service initiation followed with 832, vehicle pickup with 810, service quality with 809 and service facility having 794.
Technology plays a pivotal role when it comes to satisfaction. Improvements in service advisors’ use of tablets and online scheduling indicated a positive effect on customer satisfaction. Increases in tablet usage rose from 17% to 24% during 2015 while online scheduling improved from 9% to 13% during that same period. Customers rated dealers higher compared to non-dealers in 15 out of 16 attributes. A significant advantage that became very noticeable in the study is waiting area comfort, offered amenities and housekeeping or cleanliness of the dealership.
With this study, Lexus solidifies its claim as the number one car brand. The company has reclaimed the throne. Aside from the exceptional features of Lexus cars, good customer service has been also one of the company’s most powerful traits as seen from the results of the J.D. Power study. Lexus has definitely done their job the right way. The clients have spoken; the facts had been laid out. Lexus is on top because the company knows and acts accordingly to the satisfaction of the buying public. And it will be hard for other brands to catch up as Lexus continues to strive to improve and release incredible automobiles in the market combined with exceptional customer service.
