• Jul 21, 2006


J.D. Power and Associates has released the results of its 2006 Customer Service Index Study that measures which brands have the best service departments. Not surprisingly, Lexus nabbed the top spot with a CSI score of 912. Whoa, but there's Buick right behind it with a score of 911, followed by Cadillac with 909. The bottom of the list is occupied by Isuzu with a score of 781, some 29 points below Volkswagen's 810. Of note: six out of the top ten service departments came from domestic brands.

The Customer Service Index Study measures quality of service in the areas of service initiation, service adviser, in-dealership experience, service delivery, service quality and user-friendly service. Survey responses were gathered from 79,580 owners of model year 2003 through 2005 vehicles.

(Follow the jump for the complete list)

[Source: Automotive News]
Customer Service Index Ranking
(Based on a 1,000-point scale)

Lexus - 912
Buick - 911
Cadillac - 909
Jaguar - 908
Lincoln - 906
Mercury - 905
Saturn - 904
Pontiac - 903
Audi - 890
MINI - 890
Volvo - 890
Acura - 889
Chevrolet - 887
Infiniti - 887
Porsche - 887
BMW - 884
Honda - 883
HUMMER - 882
Saab - 880
GMC - 879
IndustryAverage - 873
Mercedes-Benz - 872
Hyundai - 869
Chrysler - 867
Ford - 866
Dodge - 862
Toyota - 861
Subaru - 858
Jeep - 851
Nissan - 849
Mitsubishi - 848
Kia - 843
Mazda - 843
LandRover - 840
Suzuki - 823
Volkswagen - 810
Isuzu - 781


I'm reporting this comment as:

Reported comments and users are reviewed by Autoblog staff 24 hours a day, seven days a week to determine whether they violate Community Guideline. Accounts are penalized for Community Guidelines violations and serious or repeated violations can lead to account termination.


    • 1 Second Ago
  • 22 Comments
      • 8 Years Ago
      #1 Kevin:

      Too bad about youe dealer experiences. My wife bought a Mazda3 over two years ago and the Toronto area dealer has been top notch.
      • 8 Years Ago
      I agree with #9. Other than a small problem (fixed under warranty) with my 05 Acura (25,000km), it has met my high expectations about quality/reliability. I would however not rate my dealer experience anything better than average.

      dealer service is important, but not important enough that I would be trading in my car for a GM in any hurry.
      • 8 Years Ago
      MITSUBISHI OUTSCORES LAND ROVER and VW and MAZDA?
      • 8 Years Ago
      So, the moral of the story is: perceptually, Toyota makes great cars (reliable), but the dealers suck poo. So, buy your TOyota from the dealer, then service it elsewhere.
      • 8 Years Ago
      Pleasing to note as well that Jaguar is up there at the top. It only confirms good personal experience by way of J.D. Power testing.

      http://www.automobilesdeluxe.blogspot.com
      • 8 Years Ago
      There are so many contradictory surveys from so many sources, including several from J.D. Power, I have difficulty accepting any at face value.
      • 8 Years Ago
      That earpiece looks like a Moto H300 but something's not quite right. Maybe a plantronics one? That's a pretty slick idea if a mechanic needs to get troubleshoot something over the phone.
      • 8 Years Ago
      I don't doubt that Mazda score (5th from bottom). Love my Mazda, hate the dealers. I've been to four in the area, and still can't find one that's competent and that I trust.
      • 8 Years Ago
      Wow...I know VW dealerships, so I'd hate to imagine what an Isuzu service visit is like. Do they actually kick you down the stairs when leaving?

      I have to agree with Kevin and can also believe the Mazda...most Mazda dealerships I've been to so far are not places I like to be...

      http://www.halcyoneffect.net/archive/2005/11/mini_vs_mazda.html#comments
      • 8 Years Ago
      Way to go Buick! To think that six months ago, AutoBlog didn't even list Buick as a car manufacturer in it's listing on the right. Now they're second by a hair to Lexus in satisfying their owners.
      • 8 Years Ago
      Can anyone subscribe to Automotive news? Didn't it use to be an industry trade paper.
      • 8 Years Ago
      Puff Chippy: If you don't mind being called a Yankee then by all means continue calling Japanese Japs. But I wish they'd ban your IP, given your negative contributions and backwards rhetoric. What a sad and pathetic little person you are.

      Back to topic, I love my Honda but freakin can't stand the customer service. I always get "nope, nothing wrong with your car" even if there is something wrong. Granted it's minor things (dash rattle, 3rd gear crunching in), but dangit they treat you like an idiot. Maybe I just need to go to a different dealership.
    • Load More Comments