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Lexus was tops again among premium automakers with the top score of 861. The ratings it gives are called CSI scores. Power and Associates calls the study the 2012 U.S. Overall satisfaction was found to improve in all measured areas as well. The survey also revealed that despite the tough economy, 79 percent of cars less than 3 years old are serviced by dealers rather than local shops. In order to increase happy visits by new owners, many brands, including Lexus, offer the first couple of maintenance visits at no charge. Power and Associates survey found that 72 percent of visits to dealer service centers were for maintenance. Since maintenance visits are less stressful and more predictable, they tend to be more positive experiences overall. One reason for this is that overall there has been an increase in visits to dealer service facilities for maintenance rather than for repairs.
Lexus sharon ma service drivers#
Power survey reveals that drivers are happier with dealer based service compared to independent garages. Since owners spend very little time in the showroom buying a new car compared to the time they spend during service appointments, manufacturers have a big interest in making service visits a positive experience.
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If the experience is better than expected, brand loyalty starts to build. If the experience is bad, they may reconsider buying from that automaker the next time they shop. How that service appointment goes makes a lasting impression on owners. There comes a time when the car needs maintenance or a repair. Drivers know that owning a car isn’t always back-roads cruising with the top down on sunny days.