Lexus leads industry in customer service


Lexus has outperformed its three major rivals from Germany to achieve the highest ranking among luxury car brands for customer satisfaction in automotive after-sales service.

It is the second year in a row that Lexus has been named the leading luxury marque in the J.D. Power Australia Customer Service Index (CSI) Study.

Lexus excelled across the study's measures of new-vehicle buyer satisfaction in service quality, vehicle pick-up, service adviser and service initiation.

With a score of 869 points on a 1,000-point scale, Lexus surpassed its performance from last year with an improvement of 17 points. In addition, Lexus was 27 points above the industry average.

This year's study was based on responses from 547 owners who bought a vehicle in the past five years and had it serviced at an authorised dealership in the 12 months to September 2017.

Lexus Australia chief executive Peter McGregor said the Lexus brand had always been distinguished by its single-minded focus on customer loyalty and advocacy.

"These results are a tribute to the entire Lexus team - from the unsurpassed quality of our vehicles, to world-class customer engagement, to the attention to detail of our dealers who deliver the finest after-sales care," Mr McGregor said.

He said the study found that luxury-car owners appreciated special treatment, such as being offered a free loan car when their vehicle was serviced.

"As part of the exclusive benefits of the Lexus Encore Privileges program*, Lexus dealers provide a complimentary loan car, or they collect and return a Lexus vehicle to the customer's home or office.

"The program also ensures each serviced Lexus receives a complimentary wash and interior vacuum during the factory warranty period," he said.

Disclaimer * Program benefits apply during the factory warranty period of four years/100,000km (whichever occurs first).


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