Lexus topped the charts but GM brands dominated the upper ranks of J.D. Power and Associates 2010 Customer Service Index (CSI) Study.
Cadillac finished second (with a score of 827) behind Lexus (837) among luxury marques, with Jaguar third (822). But other General Motors nameplates dominated six of the seven top spots among mass market brands.
Two now-defunct brands topped those charts – HUMMER (815) and Saturn (808) – with Buick (805) and Chevrolet (787) third and fourth respectively.
MINI (786) was the only non-GM interloper in the top seven, placing fifth. Pontiac (785) and GMC (783) were sixth and seventh.
The other mass-market brands to score above the average for their group were Mercury (780), which is not sold in Canada, Ford (771), Hyundai (771), Volkswagen (774) and Honda (760).
The group average score was 758.
Unlike some Power studies which survey only owners in the U.S.A, the CSI study was based on responses from more than 114,200 owners and lessees of 2005 to 2009 model-year vehicles in various countries around the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines, South Africa, Taiwan, Thailand and the UK.. The study was fielded between October and December 2009.
The study examined satisfaction among vehicle owners who visit a dealership service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period.
A complete listing of rankings and scores for both luxury and mass-market brands follows:
Luxury Brands
1. Lexus (837)
2. Cadillac (827)
3. Jaguar (822)
4. Acura (817)
5. BMW (813)
Luxury Average (813)
6. Land Rover (807)
7. Mercedes-Benz (805)
8. Lincoln (803)
9. Saab (796)
10. Audi (794)
11. Porsche (793)
12. Infiniti (784)
13. Volvo (763)
Mass Market Brands
1. HUMMER (815)
2. Saturn (808)
3. Buick (805)
4. Chevrolet (787)
5. MINI (786)
6. Pontiac (785)
7. GMC (783)
8. Mercury (780)
9. Ford (771)
10. Hyundai (771)
11. Volkswagen (764)
12. Honda (760)
Mass Market Average (758)
13. Kia (756)
14. Chrysler (753)
15. Scion (749)
16. Mitsubishi (746)
17. Toyota (741)
18. Subaru (739)
19. Dodge (731)
20. Nissan (731)
21. Jeep (720)
22. Mazda (717)
23. Suzuki (693)
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