• Jul 19, 2007
You have to hand it to the folks at Jaguar. In the face of sales dwindling to almost nothing, its dealers and service staff manage to still do their jobs well and delight their customers. In the 2007 Customer Service Index Study released by J.D. Power and Associates today, Jaguar was rated number one in customer service, scoring 925 out of 1,000.

Adding ammo to the argument that domestic automakers are making a comeback in significant areas like customer service, the top five spots in this year's 2007 CSI Study are occupied by automakers from the U.S.A., not counting Lexus, which tied for third place with Cadillac. Buick came in second, while Mercury and Saturn earned the fourth and fifth positions, respectively.

One interesting finding of the study was that Toyota earned a relatively low score of 858 out of 1,000, which was only good enough for a three-way tie for 22nd place with Ford and Chrysler. All three were below the industry average of 876 points out of 1,000. While Ford and Chrysler placing so low could be explained by a number of factors, including the general feeling of malaise among their respective workforces in the face of each company's financial troubles, Toyota's placement might be explained by the fact it just doesn't have enough service centers to adequately meet the demands of its ever growing customer base. Ford, at least, can be happy with the fact that today's news may have increased the value of Jaguar, which is up for sale, by at least $50 or so.

[Source: J.D. Power and Associates]


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
  • 18 Comments
      • 7 Years Ago
      Why would anyone in their right mind buy a Jaguar today?
        • 7 Years Ago
        I wish that Jaguar built something that I wanted (and was in the under $50k price range), I'd love to buy a Jag. I've always liked the nameplate. That RD6 concept a while back was a must-have! The problem is, they don't build anything with that triggers a "must have" reaction in me, and I can't really go $80k for a car anyway.
        • 7 Years Ago
        BartMack, the X-Type is well under 50K, 35k to be exact.
        • 7 Years Ago
        Yes, but I don't want a 4 door ANYTHING! Currently I have an 07 BMW 335 coupe with a MT, and I *love it*, also an 06 MINI Cooper S Convertible with some tuning bits. I generally buy 1 car a year, and my next thought is to trade the MCSC for a slightly used M Roadster once the new M3 is on the market in the US next year. A possible alternative is a slightly used Boxtser, but Porsche maintenance can be $$, whereas BMW covers all maint. for 4 years... so it'll probably be the MR.

        Jag has nothing cool and small that I really like... the new XKR is not as stunning as it should be IMO, plus it's very pricey.
        • 7 Years Ago
        Hmm... I have a 2000 XJR that now has 80,000 miles on it. Looks like new, runs like new... The car flies. I love it. I have never loved a car like this before.
      • 7 Years Ago
      Point taken. However, this still shows that in the top 6, there are 4 American brands, 1 british brand, and one Japanese brand. You can twist the facts any way you want, but those are the numbers. Buick's goal as of late has been to be somewhat of a Lexus fighter with their increasingly more upscale vehicles, better designs, quiet rides, and now awesome customer satisfaction.

      One has to wonder, though, why Ford placed so much considerably lower than it's fraternal twin, Mercury. I know that Ford sells many more vehicles, but the survey relies upon average complaints per a certain amount of vehicles.
      • 7 Years Ago
      "Ford, at least, can be happy with the fact that today's news may have increased the value of Jaguar, which is up for sale, by at least $50 or so."

      You had me up until that line. Yes, Ford wants to sell quickly, and no, they probably won't get a lot of cash for Jaguar, but you don't need to be *that* sarcastic. That's horribly unprofessional, "blog" site or not. Random crap like that keeps Autoblog from actually being a respectable publication.

      ... At least you're starting to publish some fairly interesting videos.
        • 7 Years Ago
        If you are familar with Neff's work, you would know that his love and obession with anything related to Ford is unhealthy to say the least. Should any sarcastic remark about Ford/Jaguar be taken with a grain of salt, it would be his. I can guarentee you that he doesn't want anyone to think negatively about Ford.
        • 7 Years Ago
        On the subject of Jaguar dealers providing good service--
        I've only had one new Jaguar and the service was outstanding, although it was way back when, when a new XJ6L could be purchased for $12,000 OTD. I have had other used Jags like an XKE roadster and an XJC coupe and always gotent good service from Jaguar dealers.

        Having worked a Ford dealership a few years back as a new car salesman, I can tell you that our service department was a very big factor in building customer loyalty. Folks understood that cars will break and that they will need repairs or maintenance. What is really important is for the dealer to fix the problem the first time. If the customer has to bring it back a second and a third time to fix the same problem, that's when the relationship between the customer, the dealer and the car builder goes in the toilet.

        Looks like Jaguar is doing things right.

        Regards.

        Pat Nowak
        Author
        "Forty Cars That Owned Me"
        www.fortycars.com
      • 7 Years Ago
      OP: "In the face of sales dwindling to almost nothing, its dealers and service staff manage to still do their jobs well and delight their customers."

      Logically, the less customers you have, the easier it is to satisfy them.
      • 7 Years Ago
      What happened to Lexus? They were perennial leaders in CSI. Now they've dropped to #3, behind Jaguar and Buick?

      Guess they've taken the foot off that relentless pursuit of perfection thing.
      • 7 Years Ago
      Good schools generally have low classroom populations. Good service departments with ever fewer customers to please have a similar advantage I would suppose. What motivated Ford to acquire Jaguar in the first place still escapes me. To Ford's credit, they have only improved things with Jaguar and they've done a credible job with Volvo too. But they should hurry up and sell both as neither marque fits with the old Blue Oval.
      • 7 Years Ago
      I have to agree with the findings. I am currently shopping around for a Jaguar XJ, but as I am astoundingly cheap, I am buying one about two years old so that someone else can eat the enormous depreciation the cars have in their first year.

      Where I live, however, Jaguars are about as common as Enzos. To that end, I went to a Jag dealership on a business trip recently, as the current models are largely identical since 2004.

      The salesman came over to greet me almost immediately, but as there were quite a few people in the dealership (don't worry, they don't just sell Jaguars) I told him I wasn't a buying customer, and that I was shopping for an XJ a year or two old, but hadn't seen one in person. He didn't bat an eye, and offered to show me a new one right away. He spent probably the better part of an hour with me, walking me through the car, telling me about the options packages, and giving me tips on how to find a good one aftermarket. Once or twice he headed off to help other (presumably buying) customers, but he came back to help me out each time.

      I certainly didn't get treated that well when I was buying a Benz... and I actually WAS a paying customer at that time.
        • 7 Years Ago
        M Bell-

        Good luck in your search for an XJ8, you won't be disappointed. I forgot to mention that my wife's XJ gets around 23-24MPG around town and 32-34 MPG on the highway. Not bad for a fullsize, 300HP V-8 sedan!
      • 7 Years Ago
      My wife's 2004 XJ8 has nearly 48,000 and except for oil changes and the routine 10,000 service interval maintenance (which is FREE), we haven't needed to use our Jaguar dealer's service department much. But for those items described before, they have been OUTSTANDING! Jag has gotten a bad rap in the past and the vehicles it has been building for the past four or five years are a quality match for anyone....Lexus, BMW, MB, etc.
      • 7 Years Ago
      If there's a tie for third place, THERE IS NO FOURTH PLACE.

      Mercury is fifth, because there are four ahead of it.
      Saturn is sixth, because there are five ahead of it.

      • 7 Years Ago
      I have just bought a nearly new Jaguar S type V6 3 liters and just can't stop admiring its looks, performance, ride quality and miles per gallon ( which is far better than I imagined and just a tad under my previous SEAT Leon turbo). It's a classic motor car not the load of juke box pastiches offered by the other manufacturers I considered. I'm old enough to have over 50 years driving experience of all types of cars all of which were sporting including Lotus, Nissan, Monza, Ford, MG etc etc and it's just great to be back behind the wheel of a true thoroughbred - fast, so very comfortable and..and you'll like this bit..definitely head-turning in the best possible way. I'm lovin it. And the warranty deal reads like my mother's bed time stories - comforting and totally reliable and although of course I might break down ( what car doesn't) I feel Jaguar will go out of their way to look after me and get me going ASAP at no expense to me.

      No, the whole experience - buying, owning and enjoying is what motoring should be like. Hard luck Ford, this could be one sell off that rates with the guy who thought transistors had no future.
    • Load More Comments