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J.D. Power & Associates
2011 CSI Study Released
J.D. Power & Associates has recently released the results from its 2011 Consumer Service Index Study (CSI). Here are some of the topline results:
- Dealer share of all service visits has increased from 67% - 74% just in the past five years
- 23 of the 31 Brands included in the study showed improved CSI scores.
- Lexus continues to rank first in CSI results, gaining the top score in "My vehicle was fixed right the first time", the most important consumer metric.
- Mini is the 2011 top mass-marketed brand with a 19-point gain in CSI ratings. Mini offers its owners a service/ maintenance package with vehicle purchase.
- Volvo is the 2011 most improved premium brand with a 25-point increase over 2010.
- Initial results from Volvo and VW's new complimentary maintenance programs seem to drive higher customer retention and brand loyalty. Does this mean more complimentary maintenance programs from other brands?
Jon Osborn, research director at J.D. Power and Associates discussed the results from 2010 and 2011 here:
 | | 2011 U.S. Customer Service Index (CSI) Study |
 | | 2010 J.D. Power and Associates Customer Service Index (CSI) Study |
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For a more complete look at the results, visit J.D. Power & Associates HERE!
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