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Lexus has been named the top manufacturer for aftersales dealer service in the US for the fourth consecutive year, according to the results of the latest J.D. Power survey.

The luxury arm of Toyota maintained its unrivalled reputation for aftersales service, achieving a customer satisfaction score of 861, ahead of General Motors’ prestige marque, Cadillac (852), and Jaguar (849).

Acura and Porsche also performed above the average in the luxury brands category, while the big three Germans (Audi, Mercedes-Benz and BMW) all fell below the line. Land Rover was the worst performing luxury car marque with a score of 796.

Among mass-market brands, Mini that rated the best for aftersales dealer service for the second consecutive year. The BMW-owned small-car brand scored 809 points, putting it just ahead of GM’s three other brands, Buick (805), GMC (803) and Chevrolet (801). Hyundai, Ford, Volkswagen, Kia and Honda were all rated above average.

At the other end of the scale, Dodge, Suzuki, Smart and Jeep filled the bottom rungs, while Japanese manufacturers Nissan, Mazda, Toyota, Subaru and Mitsubishi also performed below average in terms of customer satisfaction in aftersales service and care.

The J.D. Power rankings are based on the responses of more than 84,000 owners and lessees of 2007 to 2011 model year vehicles. Dealerships were rated according to five measures: service quality, service initiation, service advisor, service facility, and vehicle pick-up.

The study recommended three specific actions dealers could take to improve their levels of customer satisfaction: offer online scheduling of service appointments, review inspection reports with all service customers, and implement complimentary maintenance programs.

Additionally, Lexus, Cadillac, Jaguar and Mini were named among J.D. Power’s 50 customer service champions for 2012, which includes brands from a wide range of consumer segments, like Apple, Boost Mobile and The Ritz-Carlton.




  • AAA

    A typical Toyota service costs $130 – $180

    A typical Lexus service costs $300 – $500

    I’d rather save $300 than to see Lexus’s car service executives dressed in expensive designer suits and spend that money to have my own designer coffee.

    • lexuses?lexi?

      but for the extra $300 you get 2 chocolates!!!!

      • kazuo

        what a value, so if I buy 2 cars and service it at same time I can get 4 Chocolates??

  • AndyGF

    Expectations People…

  • gt86.com.au

     I think this is the reason why lexus comes up on top of all the surveys…They simply get all the issues fixes during service time! VW could learn a thing or two from this ha ha

    • John S

      Could not get rid of our current model VW Golf fast enough, 1 blown engine and 2nd showing similar signs.

  • H.

    Are there any similar Australian studies/surveys?

  • F1

    Lexus are good cars..

    • Phil

      So if Great Wall provides excellent dealership service, that automatically means their cars are good?

      • Hang

        Lexus are cars of exceptional quality..

        Just ask the 182 Germans who purchased a Lexus in February and the 20,000 Americans..

  • Crikey

    Lexus are great cars !

  • DAVIDZ

    vw…..last, lol

    carry on golf-platform

    • Lucii Pooky

      What the heck are you on about? It says VW did well along with Honda, Ford and the Korean duo.

      • Golfschwein

        Exactly. VW rated above average, whereas Lexus’s parent company (and supplier of its switches, LED clocks and door hinges) rated below average.

        • Guest

          WHO FREAKING CARES! Do you own shares in VW?

          • Golfschwein

            Oh! Did we get a little bit upset? Aww, goochy goochy goo.

        • Lks

          Um, what has parts’ supply got to do with this survey? This is about dealer service…

    • John S

       Could not get rid of our current model VW Golf fast enough, 1 blown engine and 2nd showing similar signs.

  • Car Fanatic

    Lol, Lexus topped US survey yet NHTSA reports this.

    Summary:
    TOYOTA IS RECALLING CERTAIN MODEL YEAR 2011 LEXUS RX350 PASSENGER CARS MANUFACTURED FROM AUGUST 30, 2010, THROUGH MAY 18, 2011, AND EQUIPPED WITH VEHICLE DYNAMICS INTEGRATED MANAGEMENT (VDIM). THE CALIBRATION FOR THE HYDRAULIC CONTROL VALVES IS INCORRECT. DUE TO THIS CONDITION, THERE IS A POSSIBILITY THAT THE RIGHT FRONT WHEEL MAY NOT BE CONTROLLED PROPERLY DURING ABS (ANTILOCK BRAKE SYSTEM) OR VSC (VEHICLE STABILITY CONTROL) ACTUATION.
    Consequence:
    THIS COULD RESULT IN INCREASED STOPPING DISTANCES AND/OR A FAILURE TO ADEQUATELY CORRECT A VEHICLE SLIDE, WHICH COULD INCREASE THE RISK OF A VEHICLE CRASH.

    At least Lexus owners will die happy.

  • bd

    It’s a bit interesting that Lexus continues to do well in the US JD Power CSI survey, but Toyota continues to be below average.

    • pl

      Agreed, just like Mini performing above average and BMW falling below. ‘Tis interestin’ indeed.