Lexus has been named the top brand in J.D. Power’s 2013 Japan Customer Service Index (CSI) Study and the Japan Automotive Performance, Execution and Layout (APEAL) Study. The CSI Study measures customer satisfaction with dealership service based on a 1,000-point scale — Lexus finished with a score of 816 points, 65 points higher than second place Mercedes Benz (751) and 137 higher than the average industry score (679). This is the seventh year in a row that Lexus has placed first in the Japan CSI Study.
The APEAL Study measures consumer satisfaction with their vehicle during the first two to nine months of ownership, and is also based on a 1,000-point scale. Lexus is the highest-ranked nameplate for a second consecutive year, with an overall score of 831. Mercedes Benz (787) ranked second and Audi (775) ranked third.
