Porsche has made its mark in the luxury automotive space for decades with thrilling motorsports offerings. As the German automotive brand builds towards the future, their client focus has been recognized by a leader in customer satisfaction behavior.
The J.D. Power 2019 Customer Service Index (CSI) Study ranked Porsche in the top spot among American luxury brands. This is the first time Porsche has been finished number 1 in these rankings following their second place finish just a year ago. Porsche also finished first place among luxury brands in the J.D. Power Sales Satisfaction Index (SSI).
“This great result is yet another well-deserved recognition of our 191 U.S. dealer partners, who continue to raise the bar for Porsche customer experience,” said Klaus Zellmer, President and CEO of Porsche Cars North America, Inc. (PCNA). “We are committed to making the ownership experience as exciting and enjoyable as the driving experience. Together with our dealers, we are working hand in hand to accomplish that every day.”
J.D. Power’s CSI Study measures customer satisfaction for vehicles 1-to 3-year-old vehicles. The satisfaction metrics are based upon service for maintenance or repair work among owners and lessees from September to December 2018. In all, 57,000 respondents provided feedback throughout the industry.
Porsche saw an increase in all areas in comparison to 2018: Service Facility, Service Advisor, Service Initiation, Service Quality, and Vehicle Pick-Up. The increase in these six areas added a 19 point improvement for a grand total of 893 out of a possible 1000 points.