Lexus, Mini top J.D. Power customer service survey

[Rania Elhoseny]

J.D. Power and Associates has just released the results of its latest customer service survey. Lexus managed to take home the luxury crown for greatest customer satisfaction in the service department while Mini snagged top honors among mass-market brands. According to J.D. Power, one of the biggest factors that can influence how buyers feel about their service experience is whether or not their dealership aggressively tries to upsell maintenance agreements. The Consumer Service Index study rates dealership experience on a 1,000-point scale, and J.D. Power reports that the difference between an owner who feels that he's been upsold and one that doesn't could equate to a 140 point separation in final score.

Interestingly enough, Jaguar managed to take second place amongst luxury brands with 837 points while stablemate Land Rover lagged all the way to 13th place with 785 points – 34 points below the luxury make average. Likewise, Suzuki fell to the bottom of the mass market makes with 724 points. Hit the jump for the full release.

[tarbook]