Infiniti Boosts Performance In J.D. Power and Associates Customer Service Index Study
Infiniti gains 3 places in the luxury brand segment with 24-point improvement in the 2013 Customer Service Index
FRANKLIN, TN--March 14, 2013: Infiniti today was once again recognized in the 2013 J.D. Power and Associates Customer Service Index (CSI) StudySM, with significant improvements in all study measures. Infiniti scored 848 out of 1,000 possible points, a 24-point improvement over the 2012 study, bringing its overall ranking to 5th in the luxury brands segment.
Ben Poore, vice president, Infiniti Americas, said: "We are proud to see that our retailers' efforts to improve the customer experience are being recognized in the J.D. Power and Associates CSI study. To attract customers in the premium sector, delivering a truly exceptional retail service experience is just as important as our vehicles. We believe that our commitment to the Infiniti Total Ownership Experience is driving our customer satisfaction to new heights."
Since 2010, Infiniti has improved its score by 64 points, climbing 13 positions in the industry rankings.
Infiniti attributes its rapid growth in satisfaction to the comprehensive mix of reward and recognition programs, brand standards, training and retailer support.
Infiniti customers also take advantage of a number of other exclusive benefits and unique programs the brand has put in place to make owners a priority. As part of the Total Ownership Experience, Infiniti drivers have access to complimentary service loan vehicles when warranty repairs are made, roadside assistance and even special financial service offerings for repeat customers.
Infiniti retailers offer Infiniti Express Service, a fast and convenient service visit that includes items such as a multi-point inspection, factory scheduled maintenance and a car wash, all completed in under and hour. Customers can also use Infiniti Online Service Scheduling to book their next service appointment through any web-enabled device.
Finally, Infiniti also offers an industry-leading complimentary concierge, Infiniti Personal Assistant, for the first four years of new vehicle ownership. Putting service at the forefront, Infiniti Personal Assistant offers something unique for each customer. Drivers can speak to a live operator and ask for directions, make reservations, get weather forecasts and movie reviews, even ask for answers to general trivia questions, 24 hours-a-day, seven days-a-week.