Lincoln is on the cusp of a major transformation that will see the luxury brand add four new EVs to its lineup by 2026, with several more due in the years that follow. Interestingly, however, the newly released 2023 J.D. Power U.S. Customer Service Index (CSI) Study found that the increasing volume of all-electric vehicles being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, which should serve as a bit of a warning for the luxury brand as it enters that space. In the meantime, this new study wasn’t entirely kind to Ford or Lincoln, as both brands once again ranked below the segment average.
From 2021 to 2022, Lincoln improved its score on this particular study from 847 to 854 out of a possible 1,000 points, though it still ranked below the industry average of 866 at that time. This year, the luxury brand slipped considerably, finishing with a score of 835, ranking it behind Lexus (900), Porsche (880), Cadillac (879), Infinity (878), Acura (869), BMW (868), Alfa Romeo (860), Volvo (851), Audi (848), Mercedes-Benz (847), and Jaguar (839), as well as ahead of just Land Rover (824) and Genesis (819).
The 2023 U.S. Customer Service Index (CSI) Study is based on the responses of 64,248 verified registered owners and lessees of 2020 to 2022 model-year vehicles. The study measures satisfaction with service at franchised dealer or aftermarket service facilities for maintenance or repair work among owners and lessees of one- to three-year-old vehicles.
The study also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five measures that comprise the vehicle owner service experience – service quality, service advisor, vehicle pickup , service facility, and service initiation, a well as emerging features such as valet service, mobile vehicle servicing, and online/smartphone app payment options to gauge the effect these processes have on the service experience.
“As the electric vehicle segment grows, service is going to be a ‘make or break’ part of the ownership experience,” said Chris Sutton, vice president of automotive retail at J.D. Power. “The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs. As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles – but we’re not seeing the benefits yet.”
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Lexus customer service puts all dealers to shame.
We had nothing but GREAT Service from LEXUS for 18 Years John. Great People, Great Servicing, and……. A “FREE” Loaner Vehicle All the time! Something the AMERICAN CAR DEALERS have yet to Learn?????
Not Surprised in the LEAST! If there service is like the rest of FORD’S Service that we have experienced at FORD Dealers here in San Jose California, I ain’t surprised in the LEAST! And there SALE’S Department SUCKS!!! That’s why we have a FORD Edge Instead of a Lincoln!
And YES, John (Above) is Correct, We came to FORD from “LEXUS” due to the Cost of the Same Vehicle we were Driving, (A 2000 RX300), the Price Point was near $15,000.00 More for the New RX Model. However, the LEXUS service is second to absolutely none! (It was for us for 18 Years) anyway. With our 2018 FORD EDGE, We have been Extremely Fortunate to have a Very Nice Vehicle. That said, the Service we have gotten from FORD has been just So,So.. And we Now have a 2022 F-150 LARIAT that is on the Famous FORD RECALL LIST??? Dang. Love the Truck Tho so far.