Lexus has been named the top brand in J.D. Power’s 2020 U.S. Customer Service Index (CSI) study. The brand finished second last year.
The study examines owner satisfaction when visiting a dealership service department for maintenance or repair work — scoring is broken down into five categories: service quality, service initiation, service advisor, service facility, and vehicle pick-up.
The study is based on responses from more than 70,000 owners and lessees of 2016 to 2019 model-year vehicles. The study was fielded between October and December 2019.