Infiniti Celebrates Outstanding Reputation For Award-Winning Customer Satisfaction And Quality

In 1989, Infiniti set out to create a new standard of excellence in customer care and vehicle quality by offering superior products and a pressure-free, client-focused retail environment. Nearly ten years later, Infiniti continues to honor its customers with one of the most highly regarded ownership experiences in the automotive industry.

The independently-funded J.D. Power and Associates product quality and dealer service studies provide some of the best evidence of the Division's success. In fact, over the past ten years Infiniti and its collection of luxury vehicles have received more than 15 awards from the California-based research firm.

Exacting Quality

One of the most recent awards came in spring 1998, as the Infiniti QX4 was ranked for the second consecutive year as the "Best Luxury Sport Utility Vehicle (in a tie)" in the J.D. Power and Associates Initial Quality Study (IQS). The prestigious IQS study, which was refined in 1998 to more accurately reflect consumer concerns, tracks consumer-reported vehicle problems during the critical first 90 days of ownership.

Infiniti and its luxury vehicles have consistently achieved top IQS honors over the years. In 1997 the 130 luxury sedan was ranked "Best Entry Luxury Car" and Infiniti's flagship Q45 luxury performance sedan ranked among the top ten models in IQS for three straight years between 1991 and 1993. Infiniti Division was also ranked "Best Overall Carline in Initial Quality" in 1992 and 1995.

Customer Satisfaction

In addition to Infiniti's IQS honors, the luxury marque has consistently topped I.D. Power and Associates' customer satisfaction (CSI) and sales satisfaction (SSI) reports. Infiniti was ranked "#l Carline in Customer Satisfaction" in both the 1991 and 1996 CSI studies. The high-profile CSI report is based on owner satisfaction with their vehicle and dealer service after one year of ownership.

Infiniti's unique pressure-free sales process is also regarded by its customers and industry observers as a model retail experience. The luxury division has consistently ranked among the top nameplates in the J.D. Power and Associates SSI study and was named "Best Overall Carline" in 1993.

The Total Ownership Experience

Since the Division's inception, Infiniti has striven to make every customer contact completely satisfying through The Infiniti Total Ownership Experience (TOE), a philosophy that has created a unique alliance between retailers and buyers of both new and pre-owned Infiniti vehicles.

TOE includes numerous tangible features, such as comprehensive roadside assistance and service loan car support for both new and previously owned Infiniti models. But the experience goes much farther, with such intangibles as an unmatched level of customer service - beginning with the relaxed, pressure-free atmosphere of the dealerships and supported through an enhanced level of comprehensive training for all Infiniti retail personnel.