Lexus regained the top position in J.D. Power & Associate’s Customer Service Index, a measure that “examines satisfaction among vehicle owners who visit a service department for maintenance or repair work” over the first three years of ownership. CSI used to stand for customer satisfaction, now it’s customer service. While lots of people gripe about the difficulty of getting car technology to work, either it doesn’t break or dealers do a great job fixing it. The brands most likely to be considered high-tech are in the top 15 (of 36 surveyed this year). The only two in the top 10 that don’t shout “technology” are No. 8 Buick and No. 9 Saturn. Note that this isn’t a survey about reliability, only about whether customers think dealers did a good job on maintenance and warranty work. BMW, No. 3 this year, might be one of the most complex brands to work on, but since all maintenance, even little things like wiper blades, is on BMW’s dime for the first four years of ownership, it’s hard not to like your BMW dealer. Below the jump, the CSI scores for the past five years.
What it means: Car technology doesn’t break down much, or dealers fix it fast, judging by the concentration of high-tech brands at the top of J.D. Power’s CSI.
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