Moving up from last year’s fifth place finish, MINI sits atop the J.D. Power and Associates’ 2011 Customer Service Index Study in the category of dealer service in the mass market segment. Lexus topped the Luxury category with MINI parent company BMW down in seventh place. The study covers the first three years of ownership, measuring owner satisfaction regarding visits to dealers for service, maintenance and repair work. The survey covers five main areas: quality of work done, ease in getting appointments, the performance of the service adviser, the facilities themselves, and the experience of receiving your vehicle again. Congrats to MINI for coming out on top. Full table of results after the break.

J.D. Power 2011 U.S. Customer Service Index (CSI) study
Customer service index ranking for mass market brands Customer service index ranking for luxury brands
MINI805 Lexus846
GMC803 Jaguar837
Buick799 Cadillac830
Chevrolet792 Acura828
Kia784 Average819
Hyundai783 Lincoln817
smart783 BMW814
Volkswagen779 Porsche814
Ford773 Mercedes-Benz810
Honda765 Infiniti801
Average758 Audi794
Mitsubishi754 Volvo788
Mazda750 Land Rover785

Now I’m sure lots of folks have had some sort of negative experience at their MINI dealership. I know I have, but if these results demonstrate anything, it’s that the good experiences so often outweigh the bad ones. That’s definitely been my experience with the two MINI dealers I’ve dealt with in owning my R53. Yet when the service is perfect, we’re often much less likely to be vocal about it. Does your local MINI dealer go above and beyond? Tell us your satisfaction story in the comments.

Big thanks to Matt for sending this in.