This is not the first time Lexus and Mini had ranked first in this annual study by J.D. Power.

Aside from indicators of vehicle quality and user satisfaction, market research facility J.D. Power of the US also conducts a survey of car owners to rank the customer care service of car brands. In this year’s results, Lexus has restored its reputation to the top of the premium brand rankings, while the Mini is once again number one in the mass segment.

Toyota’s luxury car subsidiary lost to Porsche in last year’s J.D. Customer Service Index (CSI) study. However, the German carmaker only stands 3rd place in the 2022 ranking, behind Cadillac. Mini has repeated last year’s success, but Buick is once again trailing right behind. the pair are just one point apart.

Toyota comes in at number nine in the mass-market rankings, just slightly above average. Honda joins Ford in the bottom half part of the results, while Volkswagen, Hyundai, and Chrysler occupy the bottom three places in descending order. However, not all Stellantis brands are having negative results. Dodge rises by four places to 10th, and last year’s bottom-ranked, Ram, swapped 18th for 12th.

CSI research ranks brands based on how satisfied car owners are with the service they receive at dealers or after-sales service centers for the work done on cars from 1-3 years old. Focus points include service quality, service advisories, vehicle pickups, service facilities, and service initiation. But for this 42nd year, the research has been redesigned to add new categories including valet parking, remote car service, and smartphone/online payment app options.

J.D. Power says its CSI data and feedback reveals that customers are increasingly more interested in receiving written notification that their vehicle is ready, and photographic or video proof of service. In addition, dealers need to do more to close the gap between demands for internal combustion engine and electric vehicle. Specifically, the satisfaction level of electric vehicle drivers was only 784 points, far behind 852 points for owners of petrol or diesel cars.

Source: tinxe.vn