MINI #1 in J.D. Power Rankings of Dealer Service Experience

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Moving up from last year’s fifth place finish, MINI sits atop the J.D. Power and Associates’ 2011 Customer Service Index Study in the category of dealer service in the mass market segment. Lexus topped the Luxury category with MINI parent company BMW down in seventh place. The study covers the first three years of ownership, measuring owner satisfaction regarding visits to dealers for service, maintenance and repair work. The survey covers five main areas: quality of work done, ease in getting appointments, the performance of the service adviser, the facilities themselves, and the experience of receiving your vehicle again. Congrats to MINI for coming out on top. Full table of results after the break.

J.D. Power 2011 U.S. Customer Service Index (CSI) studyCustomer service index ranking for mass market brands Customer service index ranking for luxury brandsMINI805 Lexus846GMC803 Jaguar837Buick799 Cadillac830Chevrolet792 Acura828Kia784 Average819Hyundai783 Lincoln817smart783 BMW814Volkswagen779 Porsche814Ford773 Mercedes-Benz810Honda765 Infiniti801Average758 Audi794Mitsubishi754 Volvo788Mazda750 Land Rover785Chrysler749 Subaru744 Dodge743 Scion737 Toyota735 Ram733 Nissan731 Jeep728 Suzuki724

Now I’m sure lots of folks have had some sort of negative experience at their MINI dealership. I know I have, but if these results demonstrate anything, it’s that the good experiences so often outweigh the bad ones. That’s definitely been my experience with the two MINI dealers I’ve dealt with in owning my R53. Yet when the service is perfect, we’re often much less likely to be vocal about it. Does your local MINI dealer go above and beyond? Tell us your satisfaction story in the comments.

Big thanks to Matt for sending this in.

[source: Autonews.com]

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