The Customer Service Index (CSI) study conducted by J.D. Power and associates examines customer satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which in most cases covers the applicable warranty period of the vehicle. For the 2011 study, owners of cars with model years ranging from 2006-2010 were surveyed.
Lexus achieved an overall CSI ranking of 846 points out of a possible 1000 points, the highest in the industry, 27 points above the industry average and the highest numerical score in the study, regardless of segment.
"We are very proud of our heritage in America," says Carlo Chungunco, Marketing Officer of Lexus Manila. "Despite being a relatively young brand, our brand promise of 'The Pursuit of Perfection, is what defines the Lexus ownership experience."
He also mentions that this latest award has shown why Lexus is able to keep its crown as the top-selling luxury automaker in the United States of America; a crown it has proudly worn for the past 11 years.
This latest award complements Lexus, stable of J.D. Power CSI awards stretching as far back as 1991. Aside from the latest 2011 ranking, Lexus has achieved the highest customer service score in the J.D. Power and Associates customer satisfaction with dealer service in the years: 2010, 2009, 2006, 2001, 2000, 1999, 1998, 1997, 1995, 1994, 1993, 1992 and 1991 (tie). This is the 14th time Lexus has won the prestigious award, the most of any brand.