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Automakers Doing Better Job of Satisfying Customers, Finds New JD Power Study

by on Mar.16, 2017

Lexus topped the 2017 CSI, but has growing competition, notably including U.S. brands like Buick.

While consumers have had to suffer through a modest increase in quality and reliability issues in recent years – most in the form of balky electronics – automakers appear to be doing a better job of keeping their owners happy, according to a new study by J.D. Power and Associates.

When it comes to servicing the vehicles they sell, Power shows a “significant” uptick in the 2017 Customer Satisfaction Index. The CSI focuses on how owners feel things went at franchised dealer and independent service facilities. The latest study calls out Lexus as tops among luxury brands, Buick among mainstream marques.

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“The quality of work—doing the job right the first time—can noticeably affect customer satisfaction and loyalty, but it shouldn’t be viewed in a vacuum,” said Chris Sutton, vice president, U.S. automotive retail practice at J.D. Power. “Proactive communication with the customer, especially while the car is being serviced, is one element that has a direct influence on loyalty.”

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