Lexus Dealers Top J.D. Power and Associates' Service Survey

WATERTOWN, MASS. (03/22/2012)(readMedia)-- When their vehicles are in need of repair or maintenance, drivers who visit Lexus dealerships receive the best care, according to J.D. Power and Associates. In the auto researcher's 2012 U.S. Customer Service Index (CSI) Study, Lexus ranked highest in customer satisfaction not only among luxury brands, but all auto brands, when it came to patrons' dealership service experiences.

On a 1,000-point scale, Lexus achieved an overall CSI score of 861 points. That was enough to place the luxury automaker's dealership facilities 15 points above the segment average and earn it a fourth-consecutive number one ranking. This is also the 15th year that Lexus has come out on top since its first win in 1991, good for the most wins of any automaker.

"It doesn't matter if they are driving a Lexus IS or LX; owners come into our dealership because of the gap in quality between what is offered here versus at independent shops," said Vincent Liuzzi, general manager of Lexus of Watertown, a Massachusetts Lexus dealer. "Lexus service facilities are state-of-the art and our technicians are factory trained. They don't just know cars; they know how to listen to the customer's concerns and work to address every issue."

In its CSI Study, J.D. Power ranks automotive dealership service centers in five key categories. In order of importance, they include service quality, service initiation, service advisor, service facility and vehicle pick-up. Rankings are based on how well a dealer's service center performs when drivers bring their vehicles in during the first three years of ownership, a time period in which vehicles are typically still covered under warranty.

Survey responses point to Lexus dealerships performing particularly well when it comes to the quality of service facilities, as well as excelling in the service-initiation process. The luxury automaker's trained technicians were also found to be standouts in service quality, the most important aspect of any maintenance or repair visit.

Regardless of which brand dealership drivers rely on for their vehicle-service needs, they are a great deal more satisfied than those who visit independent body shops. The J.D. Power CSI Study reveals that dealership service satisfaction ranks 38 points higher on average on the 1,000-point scale than non-dealer facility satisfaction. Part of that score can be attributed to a greater percentage of maintenance appointments versus repairs at dealers and the higher satisfaction rates that typically come with a maintenance visit.

"Higher-quality service ensures you get the most out of your vehicle over the course of its lifetime, which nets you a better return on your investment," added Liuzzi. "A higher percentage of drivers are turning to dealerships, especially Lexus dealerships, because the quality of service is unparalleled."

About Lexus of Watertown:

Lexus of Watertown is a recipient of multiple Elite of Lexus awards, given annually to dealerships that showcase overall excellence. They have a huge selection of new and certified pre-owned Lexus models, in addition to an exemplary service department that keeps customers coming back. Easily accessible from MetroWest, the North Shore and the South Shore, Lexus of Watertown is just minutes off the Mass Pike between Route 128 and Route 93. For more information, visit them online at www.lexusofwatertown.com, call them at 888.227.9560, become their fan on Facebook at www.facebook.com/LexusWatertown, or stop by their showroom at 330 Arsenal Street in Watertown, Massachusetts.