J.D Power CSI Study finds Lexus and Mini owners most satisfied

By KBB.com Editors on March 18, 2011 7:35 AM

According to the J.D. Power and Associates 2011 Customer Service Index (CSI) Study, owners and lessees of Lexus and Mini vehicles expressed the greatest degree of comprehensive satisfaction with regard to all aspects of their vehicle-service-related experiences. Lexus, which topped both the luxury and the overall brand rankings, earned a CSI mark of 846. It marks the third consecutive year that Toyota's luxury division has rolled off with overall honors in the Power CSI Study. The CSI number, a composite of scores in five areas relating to dealer performance during the first three years of ownership, is derived from responses to questions about service quality, the service initiation process, service advisor skills, the service facility itself and vehicle pick-up, in that weighted order.

Lexus was followed in the luxury-marque CSI rankings by Jaguar (836), Cadillac (830) and Acura (828), which were the only other nameplates to generate a number above the premium-class average of 819. With CSI marks of 814 and 788, respectively, Porsche and Volvo registered the largest improvements from their 2010 scores.

On the mass-market side of the equation, Mini topped the 2011 Power CSI Study with an 805 mark, 19 points above its previous figure. It was followed by GMC (803), Buick (799), Chevrolet (792), Kia (784), Hyundai/smart (783 each), Volkswagen (779), Ford (773) and Honda (765), all of which exceeded the mass-class CSI average of 758. Among these high-volume brands, Mazda (750) and Suzuki (724) were cited for having made the biggest improvements from their previous CSI stats.