US customers rank Porsche highest among brands in service

By CARSIFU | 15 March 2019

ATLANTA: Porsche, known for winning in motorsports, has now claimed a prized trophy in another critical area: customer experience.

The J.D. Power 2019 Customer Satisfaction Index (CSI), released on Thursday, puts Porsche in the top spot among luxury brands in the US for the first time, up from No. 2 last year. The CSI Award comes just months after Porsche also received first place among luxury brands in the J.D. Power Sales Satisfaction Index (SSI).

The CSI study measures customer satisfaction with service for maintenance or repair work among owners and lessees of 1- to 3-year-old vehicles. The data collection period ran from September to December 2018 and included more than 57,000 respondents industry-wide.

Compared to 2018, Porsche improved in all areas: Service Facility, Service Advisor, Service Initiation, Service Quality, and Vehicle Pick-Up. Altogether that made for an improvement of 19 points to a total of 893 out of a possible 1000 points.

“This great result is yet another well-deserved recognition of our 191 US dealer partners, who continue to raise the bar for Porsche customer experience,” said Porsche Cars North America, Inc president and CEO Klaus Zellmer.