Lexus and Mitsubishi have emerged as the top U.S. automotive brands for customer service, according to the J.D. Power 2020 U.S. Customer Service Index Study.
The survey, which analyzed the satisfaction of customers when dealing with service centers from 33 major auto manufacturers, found that Lexus and Mitsubishi both achieved the highest score in the survey. With an overall score of 836 out of 1000, Lexus was the highest-ranked manufacturer in the survey, followed by Mitsubishi at 830.
The annual study, now in its 25th year, assesses customer satisfaction with after-sales service at service centers among consumers who visited a service center for maintenance or repair work in the past 12 months.
The survey measures customer satisfaction based on a number of factors, including service quality, service initiation, vehicle pick-up, service advisor, service facility, and service delivery.
The survey also found that Lexus and Mitsubishi customers rated their service quality higher than the industry average, with Lexus customers rating their service quality at 872 out of 1000 and Mitsubishi customers rating their service quality at 867.
In addition, Lexus and Mitsubishi customers reported higher satisfaction when it came to vehicle pick-up and service advisor. Lexus customers rated their vehicle pick-up at 883 out of 1000, while Mitsubishi customers rated their vehicle pick-up at 877. Lexus customers also rated their service advisor at 880 out of 1000, while Mitsubishi customers rated their service advisor at 874.
Overall, the survey results indicate that Lexus and Mitsubishi are providing an excellent level of customer service, with both brands achieving the highest customer satisfaction ratings in the survey. By utilizing challenging and technically advanced processes, these two automakers have successfully achieved excellence in customer service.