J.D. Power Reports 2009 Customer Service Index (CSI) Study

The J.D. Power and Associates 2009 Customer Service Index (CSI) results have been released.
The study, now in its 29th year, examines 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. Five measures are examined to
determine overall customer satisfaction with dealer service. The study found that consumers
report spending an average of $310 annually on oil changes, routine maintenance and repairs
during the first five years of vehicle ownership. Lexus ranked highest in customer
satisfaction with dealer service in 2009-improving from fourth rank position in 2008. Lexus
achieved an overall CSI score of 835 on a 1,000-point scale and performed particularly well
in four of the five measures: service quality; service initiation; service advisor and
service facility. Rounding out the top five nameplates are Jaguar (810), BMW (808),
Cadillac (806) and Acura (805). The 2009 CSI Study is based on responses from 106,059
owners and lessees of 2004 to 2008 model-year vehicles.