High Quality Customer Service is a Major Brand Differentiator

Five premium automotive brands—Cadillac, Jaguar, Lexus, Lincoln and Mercedes-Benz—are among 40 brands that stand out in customer service excellence from 1,200 brands that were evaluated for our first cross-industry special report, “Achieving Excellence in Customer Service.”    

Chance Parker

Among the five luxury auto brands that have been named J.D. Power 2011 Customer Service Champions, we determined from customer feedback that Cadillac and Lincoln, for example, have changed discussion with customers in a positive way by focusing on the value they provide rather than their pricing. Both brands perform especially well in one of the five drivers of excellence in customer satisfaction and advocacy—Price. In addition, three of the premium auto brands—Cadillac, Lexus and Mercedes-Benz—stand out among the 40 Customer Service Champions in the area of Presentation—with products, showrooms and marketing efforts differentiating them in the eyes of their customers.   

J.D. Power and Associates identifies the J.D.Power 5 PsSM as the features in which each of these 40 Service Excellence Champions excel:  People, Presentation, Price, Product and Process.  To be a champion, brands didn’t just need to master one or two of these features, but customers also had to indicate the brand excelled in them.  Continue reading ›