For the second year in a row, Lexus has leapt ahead of its three German rivals to achieve the highest ranking among luxury car brands in customer satisfaction in automotive after-sales service in the J.D. Power Australian Customer Service Index (CSI) Study.
Lexus performed better than last year by 17 points with a score of 869 points out of 1,000 which was judged across new-vehicle buyer satisfaction in service quality, vehicle pick-up, service adviser and service initiation. Additionally, Lexus scored 27 points higher than the industry average.
Responses from 547 owners who had bought a vehicle in the past five years and had it serviced at an authorised dealership in the past 12 months to September 2017 were included in this year’s study.
Lexus Australia chief executive Peter McGregor commented, "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.”
As part of the Lexus Encore Privileges program, which applies during the factory warranty period of four years/ 100,000km, customers are treated to a complimentary wash and interior vacuum. This is in addition to a complimentary loan car or, if a customer’s home or office is close enough to the dealership, free pick-up and delivery for servicing.
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