Ford Authority

Lincoln Ranked Below Average In China Customer Service Study

Lincoln hasn’t performed terribly well in some recent J.D. Power studies, bookmarking a second-place ranking in the 2023 China Tech Experience (TXI) Study with below-average showings in the 2023 U.S. Customer Service Index (CSI) Study and 2023 J.D. Power China Automotive Performance, Execution, and Layout (APEAL) Study. That was unfortunately also the case for Lincoln in the just-released J.D. Power China Customer Service Index (CSI) Study as well, which saw Changan Ford rank below the mass market segment average.

J.D. Power 2023 China Customer Service Index CSI Study Premium Brands

In the latest version of the CSI Study, Lincoln ranked second to last among all premium brands in China with a score of 774 out of 1,000 possible points, ranking it ahead of only Lexus (771), as well as behind Audi (798), Land Rover (786), Cadillac (785), Mercedes-Benz (785), Porsche (784), BMW (780), and Volvo (776).

The China Customer Service Index (CSI) Study measures satisfaction of the owners of one- to four-year-old vehicles with after-sales service at authorized dealers in the past 12 months. Overall, this year’s study found that while overall service satisfaction improved by two points versus last year, reservation, service quality, and service value experienced sharp declines in that regard. Additionally, there’s seemingly a large divide when it comes to the quality of service received by ICE owners in China compared to EVs.

“We find that owners of internal combustion engine (ICE) vehicles in China have higher service expectations and it is becoming more difficult to improve overall satisfaction among this group of owners,” said Ann Xie, general manager of the digital retail consulting practice at J.D. Power China. “With the continuous innovation in service of new energy vehicles (NEVs), such as the digital reservation, service package, membership integrating system, and service benefits. Owners of ICE vehicles have higher expectations for services, and how to further improve service satisfaction has become a challenge.”

We’ll have more automotive insights like this to share soon, so be sure and subscribe to Ford Authority for more Lincoln news and continuous Ford news coverage.

Brett's lost track of all the Fords he's owned over the years and how much he's spent modifying them, but his current money pits include an S550 Mustang and 13th gen F-150.

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  1. Tom

    There is a 27-point difference between the first and the last. Is that really meaningful considering this is a 1,000-point scale? I’d argue that it is closer in that every brand is more equal than one being overly worse than another.

    1. RichG

      Completely agree with you. The point difference is really minor. Lincoln’s total is only about 3% under top-ranked Audi. That’s nothing.

    2. Davido50

      No. Now you get it.. they are ALL excellent. These rating agencies must stay relevant. Getting hard! We always buy new Lincolns & they are impeccable. Lincoln has better technology/ powertrains/ features etc.

  2. GerryW

    The Zephyr sure is nice that we can’t have. Drop in a 3.0TT and bring it here. I have my checkbook ready to go.

    1. Davido50

      Check out the all new Lincoln Corsair or Nautilus. Amazing vehicles. We own both & love em. Been impeccable!


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