Mercedes-Benz beats Audi, BMW to retain Australian customer service crown

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Mercedes-Benz has retained its standing as the best luxury brand for aftersales care in Australia in the 2015 JD Power Customer Service Index (CSI) study. The Stuttgart-based brand backed up its win in last year’s inaugural luxury brands study and boosted its rating on the 1000-point scale to 843 (up 10 points). Rival Audi was the biggest improver in the study, rising 38 points this year to 829 overall, narrowing the gap to Mercedes from 42 points last year to just 14. BMW also climbed 11 points in 2015, though it wasn’t enough to lift it from the bottom of the three-brand rankings table. With 785 points, it was 44 points adrift of Audi and 32 points beneath the industry average for luxury brands (817). JD Power explains Land Rover, Lexus and Volvo were all included in the study but were not ranked on the table due to there being an insufficient sample size. The 2015 Australian luxury brand CSI study is part of the annual CSI study, which covers both luxury and mass-market brands, based on the responses of 4971. The luxury study is based on the responses of 453 vehicles owners who purchased a new vehicle between August 2010 and October 2015 and took their vehicle for a service at an authorised service centre between August 2014 and October 2015. The study measures overall satisfaction with the vehicle service experience by examining five factors (listed in order of importance): service quality, vehicle pick-up, service advisor, service initiation, and service facility. JD Power gives each brand a ‘power circle’ rating for each of these five factors. Mercedes-Benz earned the maximum five circles out of five for each criteria, Audi scored five for vehicle pick-up and four out of five for all others, while BMW scored just two circles out of five in each of the criteria. Earlier this month, Honda was named the leader in the 2015 Australian mass-market CSI study, beating fellow Japanese brands Mazda and Toyota.