Lexus’ reputation for providing the best customer service in the world has been supported by the latest J.D. Power and Associates Customer Satisfaction Awards. Lexus has been awarded the Gold Award for customer satisfaction for the second consecutive year, scoring 860 points out of a possible 1,000. The industry average is 791, up seven index points from 2001.
The J.D. Power and Associates survey is based on a total of almost 28,000 responses from owners of "V" and "W" registered vehicles, (1 September, 1999 to 31 August, 2000) reporting on 33 brands and 144 models. J.D. Power is publishing the results this year in collaboration with What Car? Magazine.
The Customer Satisfaction Survey is made up of four measures that each describe an element of overall ownership satisfaction at two years; these being vehicle quality/reliability, vehicle appeal, ownership costs and service satisfaction from a dealer. Repeating last year’s overall success, Lexus leads the industry in quality/reliability and vehicle appeal and comes second in the industry for service satisfaction.
In the category of service quality (quality of work carried out), the survey shows that Lexus is industry leading.
Lexus winning the manufacturer category was not the only good news either. The IS200 model ranked first in the Executive / Luxury car sector in What Car? and second place overall out of 144 models reported in the survey, scoring 858 points out of a possible 1,000.
Managing Director of Lexus (GB) Stuart McCullough commented: "This is a great result for Lexus in the UK. In close collaboration with our dealers we aim to provide the best customer service, not only in the car industry, but in any industry.
"Coming top in the J.D. Power and Associates Customer Satisfaction Survey in two consecutive years – the only two years Lexus has been in the survey – is testament to our success in making our customers happy. No wonder Lexus sales have grown 400 per cent since 1998!"
Commenting further, Stuart added: "We are committed to building a strong partnership with the dealers that invest in our business. Without their support, enthusiasm and level of service, these results would not have been achieved.
"But there’s always room for improvement which is why all Lexus GB managers – including myself – spend one week in every four months working in the customer relations department to learn first hand what our customers really want."Published 1 May 2002