Lexus, the luxury arm of Toyota Motor Co. yet again topped the customer service charts, though its mainstream sibling, the Toyota brand, slipped well below average, according to a new survey by J.D. Power and Associates.
Luxury brands generally delivered the best performance according to the 30th J.D. Power Customer Service Index, which measures how owners feel about the way their dealers handles repairs and maintenance to their vehicles during the first three years of ownership. But some mainstream brands rose to the top, notably including Hummer, the brand General Motors hopes to sell in the coming weeks.
Keeping customers happy in the service bay can be an important way for a manufacturer – and its dealers – to retain loyalty, said Power officials.