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J.D. Power study shows Lexus dealers as the best in customer satisfaction

tryme submitted on 2/28/2009 Official Bell & Ross Timestamp: 7:04:09 AM

52 user comments | Category: New Cars | Source: | SOURCE: www.4wheelsnews.com

Tag Links: lexus customer satisfaction, lexus news

It has been found out that Lexus dealers are the best in customer satisfaction according to a study on the 2009 Customer Service Index Study by J.

D. Power and Associates. For the last two years Jaguar topped the list. The study was based on 106,059 respondents, both owners and lessees, of vehicles in the 2004 to 2008 model years. Customer satisfaction has only increased slightly overall, with the most improvement exhibited by premium brands. The study says that high CSI ratings, which are given based on a 1000 point scale, keep higher customer maintenance and repair funds. Lexus got a rating of 835 followed by Jaguar which received a score of 810 this year and was winner in 2007 and 2008. BMW got third place from the previous 6th, while Cadillac went for fourth place against Acura by only one point.

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— tryme (View Profile)

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Nothing new here.
— david999 (View Profile)

Posted on 2/28/2009 9:05:08 AM | reply to this comment | Votes: -8

Kissing customer butt is all that Lexus can do in order to sell their cars. I mean..common, who would buy their cars based on the way they look or perform? Nobody is THAT stupid.
— Star (View Profile)

Posted on 2/28/2009 9:08:38 AM | reply to this comment | Votes: 1

Remember Star, at you not with you.
— _43LE (View Profile)

Posted on 2/28/2009 10:49:39 AM | | Votes: 1

Not star again :-(
— 0to60 (View Profile)

Posted on 2/28/2009 11:07:01 AM | | Votes: 0

Yeah, Star again, but I have suspicious feeling that Crappy and Star are the same people.
— _43LE (View Profile)

Posted on 2/28/2009 3:11:56 PM | | Votes: 0

couldn't agree more
— kpaxx (View Profile)

Posted on 2/28/2009 9:31:29 AM | reply to this comment | Votes: -1

A read this story three days ago, where was it? of yeah here on this site. Redundent lads.
— theoptimisticpessimist (View Profile)

Posted on 2/28/2009 11:17:03 AM | reply to this comment | Votes: 5

For those of you getting dumped on at BMW, Benz, Audi stealerships... Lexus is the answer :)
— sector (View Profile)

Posted on 2/28/2009 2:20:44 PM | reply to this comment | Votes: -7

Getting dumped? I never stayed there long enough to get my butt kissed like Lexus dealers.
— 2001W210 (View Profile)

Posted on 2/28/2009 2:49:50 PM | | Votes: 4

Speak for yourself, I like having my butt kissed, especially by those young and hot Lexus secretaries. If anyone likes getting dumped on by male snobs, you all know where to go.

I also like smooth cars that are supremely devoid of bumps and noises like what you find in Lexus cars, that is true luxury. If I want to have fun, I'll pull out the 370Z or an NSX. Rich people shouldn't have to be annoyed by a rough riding car like my 5 series.
— Badgewhore (View Profile)

Posted on 3/1/2009 2:26:48 AM | | Votes: -2

It's getting kind of boring replying to same exact post every other days. All these article that claiming they are number one satisfactions survey have to check their age group. They are probably 60+ retirees who has no life and like to spend their time in the dealers. I haven't filled out those surveys in ages because I have better things to do and I never and don't want to spend more time in any dealer if I don't have to. I would like to suggest Lexus drivers that are slightly younger and that has life, go to your dealer, get a loner car, get out and enjoy other things in life. You probably get more satisfaction knowing, you have more life then those sitting amongst old people with donuts and coffees on their hands.
— 2001W210 (View Profile)

Posted on 2/28/2009 2:45:16 PM | reply to this comment | Votes: 4

Really? Wow!
— Willis (View Profile)

Posted on 2/28/2009 4:54:52 PM | reply to this comment | Votes: 8

RisingSun,

We know that you're just someone trying to make Japanese car fans look stupid by your over the top comments.
— _43LE (View Profile)

Posted on 2/28/2009 8:45:07 PM | reply to this comment | Votes: -3

oh boy... I defenitely would agree with this article even thought I do not own a lexus... the biggest reason will definitely be because I own 3 Mercedes... 2 S-classes and one GL SUV... and i can not tell you how poorly the service department was trained and how badly they were managing our cars. For example I was even lucky enough to be able to fix my own car after finding out that the technicians at Mercedes Benz of South Bay Torrance California has messed with our older S-class's fusebox to our windows. They said to simply have them take a look at it will cost us $200... in which cases I did not want to spend that kind of bullcrap. So i decided to look around for an instruction's manual.. which I luckily found under the trunk of the car. Btw it was a 2001 Mercedes S430... figured out that they have messed with the pattern of the fusebox and was easily able to fix it back up again. Lexus?... I may not really like your cars but I surely am dying to see how you manage your car's especially in the SERVICE DEPARTMENT!!!
— shabaru (View Profile)

Posted on 2/28/2009 7:44:30 PM | reply to this comment | Votes: -5

Read again. This award is based on 2004 to 2008 model years, and if you have a 2004-2008 model year Mercedes Benz with low mileage, all the repair and the maintenance are probably covered by Mercedes Benz. My father have same car 2001 S430 in black and he haven't paid a cent since to dealers since he got it new. I think it had one major repair, the dashboard went out last year and it was replaced with new for free, but other then that he had never went to dealer after his free maintenance had expired.

With 2001 Lexus you are going to get all that special stealers treatments from Lexus also, so don't count on Lexus will give you free repairs and suck your butt up like candy for having 8 years old car without extended warranty.
— 2001W210 (View Profile)

Posted on 2/28/2009 8:37:31 PM | | Votes: 5

Dealer treatment varies basically from dealer to dealer. Blaming a particular brand for the shortcomings of one or a few dealers is a bit silly, don't you agree?

I personally am very satisfied with my Mercedes-Benz dealership and the way I am treated as a customer. Furthermore there are definitely Lexus dealerships out there that are not up to typical Lexus standards in terms of customer treatment. It's normal, it's human. We should all stop arguing for crying out loud.
— Bill (View Profile)

Posted on 2/28/2009 9:31:22 PM | | Votes: 7

Absolutely disagree.... well did either of you take you Mercedes to Mercedes Benz of South Bay?... Well if not then I honestly dont think that the deboosting was necessary... Because I do agree that the other dealership that I go to once in a while is great. But South Bay seems to be the one that is my local one. And having a dealership that steals and scams around your local neighborhood just really sucks.... I really wasnt directing it towards Mercedes.... Mercedes OF South Bay Torrance if I did not make myself clear I apologize
— shabaru (View Profile)

Posted on 3/1/2009 10:44:00 PM | | Votes: 0

I was 37 when I bought my 1st Lexus...definately not an old fart. The service was so far and away better than anything I had seen in 20 years of Pontiacs, Chevys, Buicks, and then BMW's and Mercedes, that I cannot bring myself to buy anything but a Lexus. But I understand that some just don't give a sh-t about how good Lexus and their service is...that's what makes the world go round. My own son hates Lexus for some reason...after driving an IS300 for 3 years, he bought a Chevy Silverado and has never been happier.

Ya know, now that I think of it, the milkman drives a Chevy too.
— Ricks2Dogs (View Profile)

Posted on 3/1/2009 12:19:31 AM | reply to this comment | Votes: 1

I was 29 when I bought my Lexus, and I am not surprised by the results of the survey: Lexus has the best customer service of any dealership I have dealt with. The only thing I can fault about my ownership experience is the costs (service, parts, etc.); everything else about the experience has been great.
— sigmabody (View Profile)

Posted on 3/1/2009 2:01:17 PM | | Votes: 0

Not at all. Everybody knows that Lexus would do anything to sell their POS cars, which means offering top notch service. Is not enough though to make people who care about what they drive to consider a car as bad as Lexus.
— Star (View Profile)

Posted on 3/1/2009 9:34:08 AM | reply to this comment | Votes: -2

First, Lexus is not a luxury brand. Second, the reliability ratings you are talking about are based on opinions, not facts. Even more on the opinions of people who should never give an opinion about cars(like you).
In the eyes of car enthusiasts Lexus = garbage. No need for more.
— Star (View Profile)

Posted on 3/1/2009 11:12:28 AM | reply to this comment | Votes: -3

right.. star is a luxury brand.
stupid german fan boys like star is one of the reason that keep me away from getting another BMW.
— ghosthunter (View Profile)

Posted on 3/1/2009 1:39:19 PM | reply to this comment | Votes: 3

Good...morons like you should stick with driving Toyotas.
— Star (View Profile)

Posted on 3/1/2009 2:03:58 PM | reply to this comment | Votes: 1

Remember Star/Crappy, at you not with you.
— _43LE (View Profile)

Posted on 3/1/2009 11:04:38 PM | reply to this comment | Votes: -5

Crappy, I do, I guess that you just don't ready very well. Of course you agree with Star, you are the same person. At you, not with you.
— _43LE (View Profile)

Posted on 3/2/2009 8:57:27 AM | reply to this comment | Votes: 1

Oh gawd not again.
— Htay7500 (View Profile)

Posted on 3/1/2009 9:23:15 AM | reply to this comment | Votes: 3

Everybody always hates #1.Its called jealousy!!!!!!!
— autopro (View Profile)

Posted on 3/1/2009 2:41:00 PM | reply to this comment | Votes: -1

I've been driving a BMW for 10 years and I can never say that the dealers I've dealt with have really made me a very happy customer. Satisfied but not to a point that they've exceeded expectations.
— DreamingM3 (View Profile)

Posted on 3/1/2009 4:09:04 PM | reply to this comment | Votes: 1

I've been driving a BMW for 10 years and I can never say that the dealers I've dealt with have really made me a very happy customer. Satisfied but not to a point that they've exceeded expectations.
— DreamingM3 (View Profile)

Posted on 3/1/2009 4:09:05 PM | reply to this comment | Votes: 1

It's about taking that extra little step that can make all the difference...never making you feel like your bothering them or being a picky about your car (probably one of your larger investments). Lexus employees are always positive!
— Ricks2Dogs (View Profile)

Posted on 3/1/2009 5:36:25 PM | reply to this comment | Votes: -2

Hmmm, when my friend bought her Yaris about 14 months ago, the service was exceptional, so doesn't surprise me Lexus goes all out on high margin cars.

One thing I've noticed since my first autoshow experience back in 2000. BMW/MB people aren't so snobby anymore, they've become a lot like Lexus show car people. I guess when they saw more and more people crowding around the Lexus displays, they decided letting people touch and sit in their cars helped sales (really irked me when someone accidentally unlocked a BMW 320i and the guy locked it after I got out). A 7 series I can understand, but an overpriced Civic, come on! MB was the first to follow Lexus, then BMW had not choice but to follow the year after.
— huu76 (View Profile)

Posted on 3/1/2009 10:47:35 PM | reply to this comment | Votes: -1

Not sure how anyone can debate this. Just talk to friends or co-workers, they are just blown away by the service. Its rare to talk to someone not happy with them.

I wish not just auto but ALL companies were like Lexus when it came to customer service. Like a great 4 star hotel or a top restaurant or Saks....
— BarackBush (View Profile)

Posted on 3/1/2009 11:07:13 PM | reply to this comment | Votes: 1

I've always had 2 cars in my garage at any given time. Currently, it's a BMW (my third) and a Lexus (also my third). But I've also driven MB's, Caddy's, and even Volvo's.

In my experience, BMW's service is perfectly adequate, and definitely much better than any of my previous cars' service departments.

However, my local Lexus service department really does blow the doors off of anything I've ever experienced. When you're a busy executive, it's great to know that Lexus will have a rental car ready for me when I go to drop my car off for even minor maintenance - I can get on with my day and not miss a meeting.

Younger car enthusiasts will not care too much about the little things that Lexus does for their customers, and that's fine because they're not Lexus' main demographic. Lexus owners care about the entire "ownership experience" beyond just the car. To each their own is what I say. I definitely appreciate the peace-of-mind my Lexus offers me and will continue to recommend them to friends and family.
— ajax (View Profile)

Posted on 3/2/2009 12:24:34 AM | reply to this comment | Votes: 2

I still don't understand why these dumb Euro fanboys don't want Lexus like services from their favorite euro dealership. Only reasonable explaination would be that they've been dumped on for so long, they crave it and will do anything to defend it. They're like cheap beer drinkers and women who likes abusive men.
— Badgewhore (View Profile)

Posted on 3/2/2009 2:12:17 AM | reply to this comment | Votes: -3

Trust me...
Normal people feel much better driving a overpriced, over hyped Mercedes Benz, BMW, Audi then those drives horribly boring, rebadged, overpriced Toyotas that drives likes a boat.
— 2001W210 (View Profile)

Posted on 3/2/2009 8:30:29 AM | reply to this comment | Votes: 2

Am I the only one, or is this the worst autospies since ages?

Lexus got first, Jaguar placed second, BMW is number three in this survey.

So, is it neccessary to call "Euro fanboys" dumb? Should we say Lexus dealer are kissing asses?

I don´t know guys, but I have been reading this forum for quite a few years, commenting sometimes, never doing the boosting / de-boosting story, but since a few weeks I am really considering to move on.

What is missing here dear Admins, is a tighter "speech" control. If you don´t install that, I predict that the hits of your page will be great (because of the whole troll convention that is gathering here lately), but real auto enthusiasts will be gone.

And that really will be sad day.
— agent507 (View Profile)

Posted on 3/3/2009 1:59:50 AM | reply to this comment | Votes: 0

Needless to say, I don't believe this study. When Jag, landrover,and HUMMER are in the top---it does not pass the smell test.
— pnsb24a (View Profile)

Posted on 3/5/2009 6:27:26 PM | reply to this comment | Votes: 1

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J.D. Power study shows Lexus dealers as the best in customer satisfaction

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