Lincoln Dealers Rank Highest in Customer Service According to J. D. Powers

"In addition to their subsidized maintenance program, Lincoln's CSI performance was also helped by improved vehicle

Good news for consumers, the auto industry as a whole improved by 11 index points over last year. (Photo: Shawn Pisio, Canadian Auto Press)

quality. This has translated into a 14 percent decline in the volume of repairs needed, meaning that more of Lincoln's work is maintenance-only, which is easier from a customer satisfaction viewpoint," said Joe Ivers, executive director of quality/customer satisfaction at J.D. Power and Associates. "Ford's domestic brands--Ford and Mercury--also showed similar effects of improved quality performance, as did Land Rover."

With the 2004 CSI, however, it wasn't only Lincoln that comes away the winner. The auto industry as a whole improved by 11 index points over last year, with nearly half of the brands available managing a 10 point gain.

"Not only are a lot of brands improving by a significant margin, but also we're seeing improvements in the toughest and most important areas to customers," added Ivers. "Many brands are aggressively improving in fixing

Lincoln, Buick, Infiniti, Cadillac, Lexus, Saturn, and Acura all scored 900 or over out of a possible 1,000 in the ratings. (Photo: Shawn Pisio, Canadian Auto Press)

vehicles right the first time, which heavily affects customer satisfaction. By focusing on what customers want and expect when they bring their vehicles in for maintenance or repair, dealerships are reaping the rewards with a more satisfied client base and, ultimately, brand loyalty and advocacy."

Of those making gains, seven nameplates achieved a score of 900 points or higher, with the highest score possible being 1,000. Previously, a score over 900 was only achieved by Lexus and General Motors' Saturn division. Behind Lincoln's 912 point score, this year's winners include Buick at 909, Infiniti at 908, Cadillac with 904, Lexus at 902, Saturn at 901, and Honda's Acura division at 900.