Lexus regains its popular customer service Mojo to top the 2022 JD Power Satisfaction Survey for Luxury Brands, while Mini is once again ranked number one for mass market brands.
Toyota’s luxury car division lost to Porsche in the Customer Service Index (CSI) study last year, but the German automaker had to settle for third place in the 2022 rankings behind Cadillac. The Mini repeated its success last year, but the Buick was once again falling apart in its wake, separated by a single point.
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The Toyota brand has an average ninth place in the mass market charts, ranking slightly above average, but that’s still better than many of the big names have managed to score. Honda joins Ford in the “below average” section of the results table, while Volkswagen, Hyundai and Chrysler occupy the bottom three places in descending order. However, it is not all bad news for the Stellantis brands. Dodge moved up four places to take 10th, and last year’s biggest loser, the Ram, replaced 18th with 12th.
Few would be surprised to see Alfa Romeo securing the ghetto end of the fancy table, and Land Rover’s position above it is unlikely to raise any eyebrows. Neither of them has moved since last year. But Jaguar dragged itself from third to eighth (which is the podium for Jag), and you just know that Mercedes and Genesis dealers across the country will be getting new cars through the head office after revealing that they’ve relegated to fourth- and third-place finishes. Worse, respectively.
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The CSI study ranks brands according to how satisfied car owners are with the service they receive at their authorized dealership or aftermarket service centers for work performed on vehicles that are one to three years old. The focus is on service quality, service advisor, vehicle pickup, service facility and service start-up, but in its 42nd year, the survey has been redesigned to include new features including valet parking, remote vehicle service, online/smartphone payment application and options .
JD Power says its data and feedback from CSI reveal that customers increasingly appreciate receiving text notifications that their vehicles are ready and with photo or video evidence of service and that dealers need to work harder to bridge the satisfaction gap between drivers of combustion cars and electric vehicles. Satisfaction of electric vehicle drivers scored 784 points, compared to 852 for owners of gas or diesel cars.