Lexus named Britain’s best for customer satisfaction for 11th year running

Lexus has been named Britain’s best for customer satisfaction for an 11th straight year in the Auto Express Driver Power survey.

It’s a great achievement, not least because it reflects the opinions of ordinary motorists. This year around 29,000 Auto Express readers took part in the survey.

Lexus was a comprehensive winner, taking top place with a score of more than 90 per cent in six out of the seven categories on which the overall results were based.

It was part of a family one-two success, as Lexus’s nearest rival was its sister brand Toyota, which improved its performance to move into second place.

Auto Express Editor Steve Fowler said: “We know that increasingly it’s how you sell as much as what you sell that’s important to car buyers. Lexus and Toyota dealers continue to impress with first and second place rankings by consumers in our 2012 Driver Power dealers survey.

“It’s all down to treating customers how they want to be treated, then going a little bit further to impress. Plenty of other brands are trying to play catch up, but they’ve still got some way to go to beat the best.”

Richard Balshaw, Lexus Division Director, said: “Coming first in the Driver Power survey for the 11th year in a row reflects how our core commitment to delivering the highest levels of customer service continues to yield results. The hard work of the men and women in our Centres every day is about ensuring customers are completely satisfied and it is great to see their efforts rewarded in this way.”

Comments (2)

  1. I wish I could agree with the above and indeed the sentiment of the article was what attracted me to the brand after very acceptable treatment from Mercedes Benz. Unfortunately my experience since purchasing a pre-owned RX450h has been really quite disappointing – a million miles from what I expected and the picture this article paints.

    1. Hi Jon,
      Thank you for commenting on our blog. We are sorry to hear you are disappointed with your RX450h and we would like to help. Our Customer Relations team will be in touch with you shortly.
      Many thanks.

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