Lexus Australia Tops Luxury Car Satisfaction Survey

BY Riz Baig

Lexus Australia Tops Luxury Car Satisfaction Survey – Dec 19, 2016– Aichi , Japan (Techreleased) –  Lexus Australia has achieved the highest ranking among luxury vehicle brands in a survey of customer satisfaction with after-sales service.

The J.D. Power 2016 Australia Customer Service Index Study for the luxury segment measures overall customer satisfaction with the vehicle service experience at luxury car brands’ authorised service centres.

Lexus scored highly in all segments to achieve an overall score of 852 points out of 1000 to take out the top position ahead of the average score of 824 points.

Five factors were taken into account when assessing the after-sales service experience: service quality, vehicle pick-up, service advisor, service initiation and service facility.

Lexus Australia chief executive Peter McGregor said the study is a further demonstration that Lexus is at the forefront of progressive luxury.

“Since arriving in Australia more than a quarter of a century ago, Lexus has distinguished itself with an uncompromising pursuit of quality, craftsmanship and industry-leading customer service,” Mr McGregor said.

“These results are not only extremely gratifying, they inspire the entire Lexus team – including our expanding dealer network – to strive even harder to deliver our vision of the finest cars matched by the finest after-sales care,” he said.

According to the study, service advisors play a critical role in customer satisfaction, and courtesy goes a long way when dealing with luxury-vehicle owners.

Other key insights to increasing customer satisfaction include the importance of providing facilities such as business centres and Wi-Fi access, and giving customers a cost estimate prior to servicing.

The seventh edition of the survey was based on responses from 518 luxury vehicle owners who purchased their vehicle between August 2011 and September 2016.