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Lexus awards 2020: named Britain’s most reliable car brand

We’re speeding through 2020 and Lexus UK already has an impressive haul of awards. After a tremendous 2019, which saw Lexus pick up 25 awards, we anticipate that 2020 could be another record-breaking year. We will keep this page updated with each new award Lexus wins throughout the year, so watch this space…

Once again, Lexus has been named the country’s most reliable car brand, taking the top ranking in the new What Car? Reliability Survey for the second year running.

Having surveyed almost 13,000 UK drivers of vehicles up to five years old, Lexus achieved an overall reliability rating of 98.7%. Given the fact that more than 99% of all the new cars Lexus sells in the UK are hybrid models, the survey’s results provide a clear validation of the quality, durability and reliability of these self-charging machines.

Commenting on the win, What Car? consumer editor Claire Evans said: “Lexus may be a premium brand, but owners told us they don’t pay a premium price for fault repairs. In fact, they said their cars costs the least to put right and were back on the road quicker than any other brand.” Award: 1.

Hybrid sales

Lexus has been named Britain’s most reliable auto brand in the Which? car reliability survey.

The consumer champion’s detailed, real-world study of more than 47,000 motorists and almost 59,000 vehicles revealed that Lexus was the outright reliability leader. Cars from new to eight years old were surveyed, highlights of which were a fault-free report for the CT hatchback and a near-perfect performance from the mid-size NX SUV.

The glowing report from Which? states: “Got the money for a Lexus? Do it. You might just forget what a mechanic’s waiting room looks like.” Award: 1


Lexus dealers have achieved the highest ranking in the Auto Express Driver Power survey for the fourth consecutive year.

The results of the 25-brand study showed a strengthening of our reputation for excellence, with a satisfaction rate that had actually increased to 93.42%. Lexus ranked first in five of the survey’s seven categories: standard of workmanship, staff courtesy, speed to complete work, communication and availability of a courtesy car. Lexus dealers also recorded the lowest proportion of customer complaints, less than half that of the survey average. Award: 1

The Lexus NX has been named Britain’s Best Hybrid Car in the Auto Trader New Car Awards.

More than 181,000 motorists took part in this year’s Auto Trader New Car Awards, where our mid-size SUV emerged as the outright favourite in this important category. Indeed, the NX was determined to be the Best Hybrid Car overall, not just within the premium market.

Erin Baker, editorial director of Auto Trader, said: “It’s no surprise to see the Lexus NX 300h win [this] award. Lexus remains a byword for quality engineering, clever powertrains and luxury interiors. One owner commented: ‘It’s the highest-quality car I have ever owned. Not a stitch out of place. No squeaks or rattles and beautifully finished everywhere.'” Award: 1


Lexus retailers have been rated the best for service satisfaction in a What Car? Servicing Satisfaction Survey.

Over 18,000 motorists responded to the survey which saw Lexus score 94.1% and was rated “good” or above in every single category. In fact, many respondents rated Lexus retailers as “very good” where politeness of staff and quality of work was concerned. 

Steve Huntingford, WhatCar? editor said: “In our most recent reliability survey, Lexus topped both age groups – the first time any brand has done that. And now it has repeated the trick when it comes to servicing satisfaction, with owners of both its new and old cars full of praise for the quality of work, politeness of staff and value for money provided. Lexus clearly knows how to take the stress and frustrations out of car ownership.” Awards: 1

Lexus awards 2020

Lexus has claimed the Best Car Brand title and is ranked number one for reliability in the Honest John Satisfaction Index.

The Honest John consumer advice, news and reviews website asked more than 10,000 UK owners to rate their car’s quality in key areas, such as reliability, ride comfort, fuel economy, practicality and performance.

The results for Lexus were emphatic, with an overall satisfaction rating of 89.5% and a reliability score of 9.69 out of 10, underlining Lexus’s already strong reputation for making cars of the highest quality and reliability. Awards: 2

Driver Power Best Manufacturer

The Auto Express 2020 Driver Power Survey named Lexus the best manufacturer for the fourth consecutive year. Lexus dominated the results in the 2020 satisfaction survey which canvassed the opinions and experiences of thousands of UK owners of cars bought in the past year. Awards: 1

Lexus was awarded three class wins in the Auto Express 2020 Driver Power Survey  with the RX, IS, and CT all rated as the best vehicles in their respective categories. The UK’s number one car ownership survey saw owners name the RX as best non-plug-in hybrid, the IS as best compact executive car and the CT as best premium compact family car. The RX even scored a respectable third place overall in the 2020 survey. Lexus also scored well in other areas such as second place for reliability and build quality and third place in the safety and practicality and boot space categories. Awards: 3 

National Franchised Dealers Association recognised Lexus’s excellent service for both customers and businesses as it retained its top ranking for dealer satisfaction in the bi-annual dealer attitude survey. Lexus scored an average of 8.9 out of 10 points across more than 50 questions covering a wide range of business issues, including profitability, targets, training, incentives, and day-to-day working relationships. Awards: 1

What Car? acknowledged the world-wide reliability reputation of Lexus by awarding it 2020 What Car? Reliability Award. It claimed the top spot for reliability in cars aged up to five years old and for those aged six to 15 years old. In fact, the Lexus CT compact hatchback was one of only three models to score a perfect 100% rating, with no CT up to five years old reporting any faults at all by owners. Awards: 1

Comments (18)

    1. Hi Gavin,
      Thanks for getting in touch. We’re pleased to hear that you’re loving your CT, and thank you for continuing to choose Lexus.
      What is your favourite thing about the CT?

        1. Hi Marius,
          Thanks for getting in touch. We’re so pleased that you’re still loving your GS450H, and thank you for choosing Lexus.
          What is your favourite thing about it?

  1. Last September my wife and I purchased an ES Takumi, which is the best car we have owned in the last 45 years, including Mercedes and Audi. The dealer’s staff were most helpful without being pushy. The hand-over was very memorable, the lady who dealt with us throughout went the extra mile. We only have one thing that spoils the car is the ride is very bumpy except on smooth surfaces, something lacking in the is country.

  2. Yes do but not completely happy with NX300h as it’s missing the feeling of executive and luxury drive

  3. I was glad to see the accolades for the NX. We have been very happy with our NX as we were with our previous CT 200h.
    We have a 2018 NX300h. Would like to confirm position of Hybrid battery in this model.
    The handbook quotes battery under rear seat, as it was in my previous CT, or is it now housed in the engine compartment?

    1. Hi Robert,

      Thanks for getting in touch. We’re really pleased to hear how happy you are with your NX and previous CT. Regarding your battery query, could you please provide us with your reg? We can then look into this for you.


  4. Well deserved winners of these accolades. I think the NX is the finest car that I have owned by far and that list includes Mercedes-Benz, Volvo and VW. The ownership experience is of course enhanced by the support and customer care demonstrated by the personnel at the dealerships.

  5. When the UX came out last year I was disappointed with it, not impressed at all. That might have been that the only pre-launch cars were basic spec, i.e. no F Sport to try. Also I thought the boot was very small. So I updated our C-HR instead. However when the 2.0 litre C-HR was launched and I re-tested the UX against a 2.0 litre C-HR, I discovered that I could buy a 9 month old demonstrator Takumi F Sport for not much more than a new 2.0. litre C-HR.

    So I did it and do not regret it (except for the road tax burden), as i love the F Sport spec and more with Takumi. Now summer is here I am getting low to mid fifties mpg and with a nice bit of performance when I feel in the mood.

    I would like to ask two questions please;

    1) Has the rollout of retro-install Android Auto been delayed because of Covid-19?

    2) My UX has, of course got ASC which I like to turn on now and again. It sounds nice but would have been amazing if it had rev matching simulation on downshifts. Is it possible for enhanced sounds to be synthesized, e.g. the engine sound of the LFA? And could this be programmed in as a software update? And could it be just a bit louder, or volume control?

    1. Hi Robert,

      Thanks for getting in touch. We’re really pleased to hear you’re enjoying your UX. Due to the unprecedented disruption to our operations, the retrofit availability for Apple CarPlay and Android Auto has been pushed back to later this year. We’ll have more information on this soon.

      Regarding your ASC question, it is currently not programmable. We appreciate your thoughts on this though, and we will be sure to pass this feedback along to our engineering team.


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