Lexus Dealers Rank First in Customer Satisfaction Yet Again

Unparalleled Service

Though it has plenty of competition, Lexus manages to stand out from its luxury automotive rivals in a number of ways, including its stellar reputation for quality and reliability. However, Lexus dealers have also long been known to provide customer service that's superior to pretty much every other make, and that trend continues with the release of the 2024 installment of J.D. Power's U.S. Customer Service Index (CSI) Study, too.

Photos: Lexus

Top Honors

In the premium segment, Lexus once again ranked first in the 2024 CSI Study with a score of 897 out of 1,000 possible points, which placed it ahead of second-place Porsche by a mere three points. Lexus also beat out the likes of Cadillac, Infiniti, Acura, Jaguar, Alfa Romeo, BMW, Mercedes-Benz, Audi, Lincoln, Land Rover, Volvo, and Genesis to take home top honors. 

Photos: Lexus

Methodology

J.D. Power's CSI Study is designed to measure customer satisfaction when it comes to the service they received at either franchise dealerships or third-party service facilities when getting maintenance or repairs performed on their one- to three-year-old vehicles. 

Photos: Lexus

Creating Scores

To come up with these scores, J.D. Power looks at five specific categories - the quality of service provided, the effectiveness of the service advisor, the vehicle pickup process, the state of the service facility, and the process of initiating service, to begin with. 

Photos: Lexus

Starting a Streak

2024 marks the third consecutive year that Lexus has topped its segment in the CSI Study, which is based on the responses of 64,781 owners and lessees of 2021-2023 model year vehicles this time around. 

Photos: Lexus

Troubling Trends

As far as the overall market goes, it improved by five points year-over-year, but parts and labor shortages continue to prove problematic. In fact, several metrics declined this time around - wait times increased for both how long it takes to make an appointment and the duration one waits while receiving service or repairs, and the average amount of money customers spent on those services also increased. Those that own EVs - aside from Tesla-branded units - also faced their fair share of service woes. 

Photos: Lexus

EV Issues

“It’s encouraging to see an improvement in service satisfaction but, unfortunately, the capacity and wait time issues have gotten progressively worse since the pandemic and show no immediate signs of easing up,” said Chris Sutton, vice president of automotive retail at J.D. Power. “Excluding Tesla owners, the service experience for BEV owners is underwhelming. As sales of BEVs continue to grow and the industry moves out of the early adopter phase, the typical owner will not be as willing to tolerate a less-than-stellar service and ownership experience. On the manufacturer side, a higher rate of BEV recalls is also contributing to an inconsistent experience. This is an area that automakers and dealers need to address now to help make the transition to electrification as pain-free as possible for owners in the future.”

Photos: Lexus

>>Join the conversation about Lexus dealers' customer satisfaction right here at ClubLexus.com.

For help with your maintenance and repair projects, please visit our How-to section in the forum.