The Domestics are Fighting Back with Better Dealer Service Which automaker take
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| Ford Motor Company's upscale Lincoln division ranks highest in customer service satisfaction. What a great time to introduce new models, like the upcoming 2006 Zephyr. (Photo: Trevor Hofmann, Canadian Auto Press) |
s best care of its customers? According to the J.D. Power and Associates 2005 Customer Service Index (CSI) study, its not Lexus, Infiniti, BMW, Mercedes-Benz or Cadillac that ranks highest in customer service satisfaction, but rather Ford Motor Company's upscale Lincoln division. This feat shouldn't come as a shock to its premium competitors, mind you, as 2005 marks the second consecutive year Lincoln has walked away with CIS honours. And the news couldn't be better for the brand best known as North America's predominant limousine supplier. Lincoln has done well with its full-size Navigator SUV, and with its new Ford F-150 based 2006 Mark LT pickup truck already starting to show up at the golf club valet, and a stylish new midsize Zephyr sedan due to arrive this fall, the ball m
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| J. D. Power and Associates surveyed 99,550 owners and lessees of 2002 through 2004 model year vehicles about their experiences with dealer service departments. (Photo: Ford Motor Company of Canada) |
ight be rolling in Lincoln's favour. And how did J. D. Power and Associates arrive at its findings? The Westlake Village, California data analysis firm surveys owners of three year old vehicles about their experiences with dealer service departments. All totaled: 99,550 owners and lessees of 2002 through 2004 model year vehicles took part in the 2005 study, allowing a very accurate result. The owners are asked questions about service initiation, their service advisor, in-dealership experience, service delivery, service quality and the user-friendliness of the service to determine overall customer satisfaction. Are you curious about which nameplate came in second? That would be Cadillac, followed by Saturn and the Lexus. The 2005 CSI results are just another example of how domestic automakers are working hard to hold on to and win back customers.
Note: see the photo gallery for more, larger images of these new Lincoln vehicles.