Two Baker Motor Company Brands Receive Top Accolades From JD Power
INFINITI and Buick have received the highest designations on JD Power’s Customer Satisfaction Index. In the luxury brand category, INFINITI outranked all other brands, including last year’s winner, Lexus. Porsche finished in second place behind INFINITI, and Cadillac and Mercedes-Benz both ranked above average. In the mass-market category, Buick scored the highest on the Customer Satisfaction Index. GMC also holds a position well above the average mark.
Of the Customer Satisfaction Index, JD Power explains, “Service quality continues to be the main driver of customer satisfaction among individuals who get their vehicles serviced which, in turn, leads to greater brand advocacy, according to the J.D. Power 2018 U.S. Customer Service Index (CSI) Study, SM released today. Additionally, overall satisfaction in 2018 improves 12 index points from 2017.”
“There’s a strong link between a brand’s CSI score and its Net Promoter Score,” added Chris Sutton, Vice President of US Automotive Retail Practice at JD Power. “When a customer is happy with the service a dealer provides them, they’re more likely to tell their friends and family members about it. This experience creates promoters for the vehicle brand who are more likely to return to a dealer for repairs and common services like oil changes and replacement of batteries, brakes and tires. Increasing the number of brand advocates is the pathway to growth for dealers looking to generate repeat business and bring in new business based on positive word of mouth.”
Congrats to Buick and INFINITI for earning top positions on this prestigious Customer Satisfaction Index.
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