The Car and Truck Fleet and Leasing Management Magazine

Domestics Top J. D. Power CSI Survey

July 27, 2004

Knocking Lexus and Infiniti out of their accustomed places atop the J.D. Power and Associates Customer Service Index Study, Lincoln and Buick finished one-two in the annual market research poll, according to a report in Automotive News on July 20.Six of the top 11 brands in the survey were domestic, and all of General Motors' brands finished "above average" in the survey. Lincoln has been rising through the rankings for several years. Last year, it reached a surprising third place, after finishing in 11 in 2002. Buick, too, jumped in the rankings from last year's eighth-place finish.

Customer Service Index (CSI) Ranking

Based on a 1,000-point scale

Automaker/Points

Lincoln/912
Buick/909
Infiniti/908
Cadillac/904
Lexus/902
Saturn/901

Acura/900
Jaguar/899
Mercury/891
Audi/883
Hummer/883
Mercedes-Benz/878
Porsche/878
Honda/877
BMW/875
Volvo/875
Saab/874
Pontiac/872
GMC/869
Oldsmobile/869
Chevrolet/868
Industry Average/862
Ford/859
Chrysler/858
Subaru/850
Jeep/848
Nissan/847
Plymouth/847
Toyota/845
Dodge/843
Mazda/843
Land Rover/841
Mini/838
Mitsubishi/834
Hyundai/832
Volkswagen/821
Kia/813
Suzuki/809
Isuzu/786
Daewoo/754

The study is based on responses from more than 97,000 new-vehicle owners and lessees.

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