March keeps getting better for the Lexus brand. A recent J. D. Power survey ranked customers’ satisfaction with their dealership’s service department, and when they did, Lexus service stood head and shoulders above the rest. Not only did the company earn the top spot among luxury car makers, they led the industry overall, outperforming the consumer market segment as well. That’s good news for Lexus owners around Van Nuys and Los Angeles, CA, even if it’s hardly surprising to the staff here at Keyes Lexus.
J.D. Power uses a series of metrics to assign brands’ service departments a numerical score, with the highest possible score being 1,000 points. The Lexus brand scored 874 out of 1,000. That’s five points ahead of its nearest competitor.
For their Customer Service Index Study, the research firm surveyed 70,000 customers. More than half of these were owners of 2014 vehicles who’d had their vehicles for three years. The criteria for scoring:
- Service initiation
- Vehicle pickup
- Service facility
- Service quality
- Service advisor/service writer
Interestingly, non-dealership repair shops were also included in the survey. They only outscored dealerships — by a fraction of a point – in the speed with which they got repairs done. Tellingly, dealerships scored higher on their first-time fix rates. Moral of the story? If you want it done right the first time, bring your car to your car in for Van Nuys Lexus service.
When J. D. Power released their Vehicle Dependability Study recently, the automaker scored well there too, tying for first place. Buy a new or L/Certified Lexus car and you’ll have fewer problems to begin with. Maintain it and you’ll improve your track record further still. But rest assured that on the rare occasions something does come wrong, the absolute best place for repairs is your Lexus dealership. Contact the Keyes Lexus service department today, or stop by 5905 Van Nuys Blvd. in Van Nuys to schedule an appointment.
