nothome17

Anyone know where Acura ranks in Customer Satisfaction?

JD Power Ranks Lexus #1 in Customer Satisfaction

Mafyoso

iTrader: (1)

http://www.jdpower.com/consumer-rati...tudy=909201252

We come in about 3 circles out of 5 which is about average

Undying Dreams

iTrader: (3)

Probably like 6th lol

losiglow

iTrader: (1)

The categories are wierd. Is this specific to dealer service? Seems like this is more service based the product based. Is this for their service or the actual car?

Service Initiation - Would this be the HID?
Service Advisor - What is this? the person who advises you on service? lol
Service Facility - The dealer?
Vehicle Pick up - Uh, is this when they come pick up your car for service? Or maybe when you go pick it up after service?
Service Quality - The only one that makes much sense to me. I'm guessing the actual quality of the service provided.

There isn't anything about the quality of the car. It's titled "2012 Customer Service Index Study". Not to defend Acura on this one, but frankly, I don't care about "service" when it comes to Acura or any other car brand. I don't go to the dealer for anything minus maybe the timing belt service, and that's only for the purposes of a warranty on the work.

Here's the one I'd be interested in. Initial quality:

http://www.jdpower.com/consumer-rati...tudy=909201119

(Lexus still owns btw )

nothome17

huystAr

iTrader: (3)

^ woah.. 10th place. at least we're average

nothome17

Acura is below FORD???? Imbarrassing!!!

04desertmist

Maybe if they were more like Lexus or Infiniti. When I take my sisters Lex to the dealership, they have flat screens, 5 different sitting rooms, and waterfalls. They have that self serve coffee machine that makes everything from coffee to quadruple latte's! Fruits, juices, granola bar's, cookies, chips. I stop by it sometimes on the way home when I'm hungry!! (don't tell anyone)
When she lived in Miami, they had a freaking massage parlor and hair/nail salon!

Mom's Infiniti dealer picks your car up/drop off service, they vacuum and clean the interior of the car, put bottled water in the cup holders along with mints.

All I can get at my CHEVY CHASE Acura dealership in the richest county in the country is a bottle of water and sprite! Oh, they have a 32 inch tv I can watch out in the showroom. There are 5 seats in the service dept and that tv doesn't even have cable! I don't even think it's 19". Sorry, I do get a free car wash (6 days a week) and I have to constantly yell at the guys not to wash my car with the dam same brush they used on my wheels. HELLO, who starts washing a car at the wheels in a shop, and uses the same brush that touches my paint. (they hate me)
I am seriously considering a Lexus when I buy another car. I'm on my 4th acura/honda and I think it's time 'upgrade' to real luxury treatment.

Heck, I shoulda bought the es350 I was test driving before I found the TL. Umm not really, but I was just in my feelings! I'll never let my TL go!!

mr_raja

Acura rating better than Audi and BMW.... YES!!
But it still lags behind Caddy.... darn!!

TLtrigirl

iTrader: (1)

you're going to the wrong acura dealership then. personally i dont' really care for the stale donuts and free refreshments (neither of which i'm interested in), there is plenty of seating at the dealer i go to (NoVA), with a 32 inch TV with cable/satellite reception, and work stations for wi-fi access. leave a sign in your car for them not to wash it, tell the SA, and then remind them gently. if you're yelling and screaming and acting like an ass then it's no wonder they hate you. they've even upgraded their check in process and have a flat panel in the waiting room to tell you the status of your vehicle while it's in for service.

Crusher47

Lags behind Caddy because most old people don't complain

nj2pa2nc

Acura of reno has a nail salon, a movie theater, a computer room, lots of flat screen big tv's. Freshly baked cookies, Starbucks coffee. We allowed them to detail the car -they did a excellent job.

VanyDotK

iTrader: (6)

Fancy.. I could get my car worked on and take my girlfriend out on a date at the same time!

LaCostaRacer

No big deal to me - I have only been to the dealer 3 times (one was purchase). Remember these are averages. If you pick a good dealer, you may have a better experience than an average dealer at a higher rated brand like Buick or Toyota.

I do find it interesting that Acura/Honda are so closely clustered and that Hyundai is so high but Kia is so low. At least Honda is consistent.

nothome17

SharksBreath

iTrader: (33)

ooohhh...so close!

justnspace

iTrader: (1)

this doesnt mean shit.

SharksBreath

iTrader: (33)

^that's true. 60% of statistics are made up on the spot.

justnspace

iTrader: (1)

^ i thought it was 80%

UA6~RBP

You can never go off of these statistics. It's something that you have to judge yourself. My dad has a Lexus RX and has had no major problems, but there are times where his service was pretty lousy (not offering a rental car for a long repair or charging the wrong amount). You can't judge a book by its cover... if it's an award-winning book, that doesn't mean you are going to enjoy reading it.

musty hustla

There was a homeless guy wondering the Acura dealership on the day I got my car.

offaoffaoffa

iTrader: (1)

And how did Mercedes sneak up there?

TLtrigirl

iTrader: (1)

re-post by the OP...really??!!

https://acurazine.com/forums/showthread.php?t=854489

Healingduck

It really depends on the dealership more than the brand.

nothome17

Looking up at FORD. Really??!!

justnspace

iTrader: (1)

OP sucks.

nothome17

Just wanted to share some information to different communities in Acurazine.

losiglow

iTrader: (1)

Reason for Honda/Acura in 10th and 11th = Automatic Transmissions

Just kidding (well, maybe not). JD power is one of a hundred ratings for auto quality, dependability, performance, etc. There's so many ways to measure those metrics and everyone seems to do it differently.

cpm06wdptl

60% of the time statistics are right every time.

Abe_Froman

iTrader: (5)

95% Dependable?

StHalcyon

I think there's a lot of misunderstanding about how the JD Powers VDS works, based on the comments here and the other duplicate threads the OP had started.

First of all, in regards to reliability of the study, I'm leaning towards yes. Manufacturers rely on the JD Powers studies so much that it is one of their most relied on external judging mechanism on quality. In fact, the list of owners is provided by the manufacturers themselves. (Have you ever received one? I did for the first time to rate Subaru, and they spell out their privacy policy and how they got a hold of you.)

Second, the VDS is based on responses by owners who have owned a brand's vehicle for at least three years. So this study reflects vehicle models from 2009 (and 2010, if it was introduced in 2009).

Third, a manufacturer's model is only considered if the sample size of respondents is at least 80% of that manufacturer's market sale in the segment. (Not to be confused with 80% of the segment market share.) This is agreed upon by both JD Powers and manufacturers.

Fourth, the VDS is comprised of three dependability benchmarks:
1) Powertrain
2) Body and interior
3) Feature and accessory

So it only makes sense that Acura fared worse than some other surprising nameplates. Consider the facts that both the 2G TSX and 4G TL were introduced in 2009. Just browse through acurazine and you'll see many people had many complaints. Worst of all was the TSX. And then when you look at the breakdown for Acura's VDS score in 2012 (for cars sold in 2009), their powertrain dependability was among the best in the industry, whereas their body and interior, and feature and accessory dependability were rated about average. Just think about all those rattles, noises, things coming apart in the interior of the TSX and TL. Those two areas dragged Acura down, not the superior engine or the quality build of their transmission or drivetrain.

IMHO, I'm not surprised that they scored below Ford and Hyundai. And if you look at the 2009 JD Powers IQS, you'll note that Acura scored worse than the industry average! So when you look at the delta, the fact that Acura scored above average in VDS indicates to me that as problems were reported by initial buyers, some were addressed in the assembly line, as well as quick acknowledgement and response by Acura in issuing TSBs to fix initial reported problems. Otherwise, Acura would've stayed below average as the same problem will keep on recurring.

My few cents. =)

JD TL-S

iTrader: (1)

I dont go by that.

When I was considering a Lexus IS350 I joined a forum and read about alot of people complaining about low quality interiors-lots of rattles.

When I considered a BMW 135i or 335i, I couldnt believe how many people had trans problems, and turbo and waste gate issues, electronics. Most of them told me to Lease a BMW, Never get a loan and keep it.

JD TL-S

iTrader: (1)

^^^I agree 100%

1black_seven

iTrader: (2)

does this take into account preventative maintenance or lack thereof?
i.e people like my sister who think the oil light is just a recommendation.

I agree with justnspace, this doesn't mean shit.

LockDots

Statistics that have an immeasurable amount of variables and margin of error are usually only accurate 73% of the time, all the time.

giggity

Oil light - wow, have never had mine turn on
always know where my oil levels are at :-)

SlowLane

Wait a minute. Ford, Buick, and Lincoln are more dependable than Honda/Acura. Audi is near average. OK.

I recently leased a new Acura and just received a New Vehicle Quality Survey from J.D. Power. The accompanying letter says that Honda asked them to carry out the survey. It looks like one of those standardized tests you took in high school. Lots and lots of fill in the dots.

Anyway, survey data can be unreliable. I agree, I wouldn’t put much stock in these results.

justnspace

iTrader: (1)

>cue aaron's Youdontsaymeme.org





Trollface.

Steven Bell

iTrader: (2)

https://acurazine.com/forums/3g-tl-2004-2008-93/acura-dependablility-854534/

StHalcyon

C'mon, guys. True, there are many surveys out there, but JD Powers is bar none the only one all the automotive manufacturers rely on. If their data is bad, why the heck would every single manufacturer heed so much to the study? If manufacturers find it reliable, then what reasons are there for some (or most) of you to deem it useless? Does the results hurt your feelings? Ownership pride?

Second, the resulting data has taken into account statistical outliers and anomalies, like any quality statistical tabulation should do.

Third, if someone who owns an Acura thinks an oil light is just a recommendation and consider it as a problem on a survey, what's to say that statistically speaking per 100 vehicle owners, there isn't about the same rate of ignorant owners of other manufacturers who behave the same, thereby making the data between manufacturers' score reliable?

I think there is a gross misunderstanding of what these JD Powers rankings mean. The 3 different ones relating to automotive industry:

• IQS (Initial Quality Study) – measures new-vehicle quality at 90 days of ownership. Used as a predictor of long term dependability.
• VDS (Vehicle Dependability Study) – measures problems experienced during the past 12 months by original owners of three-year-old vehicles. Used to help design and build better vehicles.
• APEAL (Automotive Performance, Execution & Layout Study) – measures how gratifying a new vehicle is to own and drive at 90 days of ownership.

The chart the OP posted is for the 2012 VDS, which is for cars made and sold in 2009. You suppose owners who have had their cars for 3 years would somehow try to score it lower? I mean, what incentive is there for people to do that? But let's say that Acura owners have an ax to grind. But what makes you think owners of other manufacturers want to do exactly the opposite, giving high marks for bad quality?



I simply just don't understand why so many people call their studies BS when every auto manufacturer rely heavily on the results. I'll grant you that the IQS is more likely to be subjective because owners are still in their new purchase high, but for the VDS, the honeymoon's over, regardless of what make their car is.



Please don't confuse other proprietary JD Powers studies paid for by each individual manufacturer for a specific survey. Those results are not published by JD Powers, and the data points are not standardized by JD Powers. Such a survey may be about your dealer where you bought your car, or about service departments. The big 3, (IQS, VDS and APEAL) are the automotive industry's gold standard.


As to the OP's original question about customer satisfaction rankings... JD Powers doesn't have a customer satisfaction award for the automotive industry, simply because the customer facing liaison is their sales channel: dealers. This is not like a bank, or cellular service provider, or a hotel, where the brand itself most likely triage the customers.



Bottom line: Check your emotions at the door, and take an objective view as to how and why the scores are the way they are. If the data is truly crap, then at least one manufacturer will declare it so. Yet, they treat such information as gold and truth to the point where some CEOs use low scoring results as motivation for their VPs and directors to shape up or leave.