J.D. Power and Associates' 2005 Customer Service Index has again placed Lincoln in the number one spot. The CSI is based on six measures that include, among other things, in-dealership experience, service delivery, service quality and user-friendly experience. Ironically, Lincoln's success is due partly to an increase in repair work involving recalls, which accounted for 51% of all repairs, up from 39% in 2004. Recall work apparently enables dealers to offer better service because they're able to plan for and communicate the work better to customers. Lincoln also achieves a high degree of service loyalty that encourages more customers to return to the dealer for service after their warranty expires rather than going to an independent service provider. Cadillac, Saturn and Lexus, in that order, placed behind Lincoln in the CSI index.
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