Lexus leads auto industry to customer satisfaction
by EVANDER KLUM
In the recent study of J.D. Power and associates, the auto industry is getting better when it comes to customer satisfaction and Lexus is leading the way. The Lexus experience is the top vehicle customer service.
For over 21 years of J.D. Power and Associates conducting the customer satisfaction study, this year was the overall highest. The total average score of all vehicle brands included in the study was 852 up from last year��s 847 indicating that automakers and dealers are getting better in their sales process says J.D. Power.
The consumer satisfaction was measured by the survey in terms of dealership facility, sales representative, paperwork and finance process, delivery process, and vehicle price.
From its fifth post in 2006, Lexus (manufactures Lexus oil filter) gained ten points higher to a score of 897 points this year making it to the top post according to date from J.D. Power and associates.
Lexus is followed by General Motors�� brand, the Hummer with 895 points. Ranked third is Ford��s British nameplate, the Jaguar which is last year��s leader with 893 points. According to J.D. Power, Hummer scaled up by 21 points from its 2006 points due to the brand��s enhancement in their vehicle pricing and paperwork/finance process. Jaguar��s score was lower by 19 points from last year.
The basis of the rankings were the mailed responses made by the almost 38,600 buyers all over the country who registered their vehicles in May said J.D. Power and Associates. The institution said that they sent survey forms to almost 200,000 buyers.
According to Tom Gauer, senior director of automotive retail research at J.D. Power, Lexus achieved the top post because Toyota��s luxury brand had made significant improvements in their dealership facilities, salespeople and the price. Gauer added that Lexus was able to attend to customer needs despite their good selling status of selling two or three times higher than any luxury vehicle brand.
"Lexus salespeople show particular concern for helping customers stay within their budgets, choosing the right vehicle for their needs, as well as for making the negotiation process clear and understandable," he said.
At the fourth place was Ford��s luxury brand, the Lincoln with 892 points and completing the first five is Mercedes-Benz with 888 points. This year, Luxury segments are edging over mainstream nameplates.
Among the mainstream brands, GM��s Saturn ranked the highest making it to the eighth, after Buick and Cadillac. American brands including Chevrolet, Ford and Chrysler were better than Japan��s Honda and Toyota. However, Chrysler��s Dodge and Jeep brands followed the Japanese nameplates.
