Infiniti has taken the No. 1 spot industry-wide in the J.D. Power 2018 Customer Service Index (CSI) Study.
Overall, Infiniti achieved a CSI score of 876 on a 1,000-point scale, 48 points above the industry average and 14 points above the premium segment average.
The 2018 CSI Study includes ratings on five service-related factors to customer satisfaction: service advisor, vehicle pick-up, service facility, service quality and service initiation.
Infiniti ranked in the top tier among premium brands in each category, with the largest improvement seen in the Service Advisor category.
Infiniti attributes its success to a variety of factors including a strong network of retailers and a comprehensive mix of policies and programs such as multiple touch point reviews, high hospitality standards and a variety of training programs available both in-person and via online.
The 2018 CSI Study measures customer satisfaction with service at a franchised retailer or independent service facility for maintenance or repair work among owners and lessees of one-to five-year-old vehicles.
Infiniti in the past has earned top marks in the J.D. Power CSI Study in 1990, 1994, 1996 and 2003.
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