Feedback Ferret client, Infiniti, tops the J.D. Power CSI

Feedback Ferret client, Infiniti, tops the J.D. Power CSI!

Huge, ferrety CONGRATULATIONS to our client, Infiniti, who now ranks #1 in the 2018 US J.D. Power Customer Service Index among luxury brands. Infiniti moved up from 8th place in 2017 to secure the prestigious award, which examines customer satisfaction among vehicle owners who visit a service department for maintenance and repair work. With laser focus on improving dealer service performance, the Infiniti team earned a fantastic achievement and we’re delighted to have played a small part in this success story.


Mandy Butters, Feedback Ferret’s Senior Manager, VoC Program comments: “Infiniti has a hunger to be the best. They listen to their Voice of Customer, and they act on it. Period. This award speaks to that customer-focused attitude, and their stop-at-nothing approach to getting it right.”

Infiniti JDPower

“Infiniti’s extremely receptive leadership and hands-on approach with their regions plays a role in success. They have many tools in their chest (including Feedback Ferret), and they make sure the information makes its way to the people who can make a difference,” says Shardae Robinson, Feedback Ferret Senior Analyst.

Feedback Ferret has been working with Infiniti since 2010, collecting and analyzing Infiniti’s customer feedback comments and reporting the results back to senior management. As part of the reporting process, Feedback Ferret highlights which areas of the business are working well and which areas need improvement from the customers’ standpoint. This information is always backed up with actual customer comments to provide the deepest understanding.

The brand takes effective action on Voice of Customer findings and service levels have improved considerably and consistently. With an impressive 876 / 1000 points, Infiniti beat rivals Porsche, Audi & Cadillac to the top spot:


Scoring an impressive 5/5 (“Among the best”) in four of the six categories and 4/5 (“Better than most”) in the other two, Infiniti is a deserved winner of the highly coveted award in the US automotive industry:


The 2018 U.S. CSI Study is based on responses from 74,021 owners and lessees of 2015 to 2017 model-year vehicles. The study was fielded in October-December 2017.

The study also found:

  1. that dealers need to be offering online services to schedule car services;
  2. that premium brand customers are more satisfied when they can access home or office vehicle pick-up and delivery services;
  3. that word of mouth recommendations are particularly important when attracting younger customers.

To find out more about the study, please click here.

Feedback Ferret’s President, Piers Alington commented: “The J.D. Power Customer Service Index is a highly regarded yardstick for US automotive customers. They base their decisions on it and Infiniti dealers will no doubt see the knock on effect. Well done to everyone involved!”

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability.


By Nicola Douglas, Marketing Manager