LEXUS RETAILERS RATED THE BEST FOR SERVICE SATISFACTION IN WHAT CAR? SURVEY
Lexus’s UK retailer network has reaffirmed its reputation for providing the best customer service, taking the top ranking in a satisfaction survey conducted by What Car?
More than 18,000 UK motorists responded to the survey, scoring their retailer for the politeness of staff, quality of work and value for money. Points totals were weighted to measure satisfaction levels with retailers representing 29 vehicle manufacturers.
Lexus emerged with the highest rating, at 94.1 per cent. Such was the satisfaction among Lexus owners, the brand was never rated lower than “good” in any category. A large majority rated their retailer “very good” where politeness of staff and quality of work are 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’s 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.”
Lexus customer service and training works on the omotenashi principles of traditional Japanese hospitality, where each customer is treated as an individual and welcomed by their retailer with the same courtesy that would be given to a guest in their own home. The customer’s needs and preferences are recognised and anticipated with seamless, personal service that goes beyond their expectations. This form of hospitality is central to the Lexus brand, also influencing the design and performance of its luxury vehicles and quality and integrity of the day to day business operations.
Such is the success of this approach that during 2019, Lexus in the UK received an unprecedented 25 accolades for the quality of its vehicles and customer service.
Ewan Shepherd, Director of Lexus in the UK said: “I cannot think of a better way to thank our retailer network for the work they do than with the high opinions of the customers they are serving each and every day, as expressed in the What Car? survey. Our network understands that by using omotenashi, we can differentiate ourselves through the service we provide, putting the customer first and at the heart of everything we do.”