Brands ranked first and second in 2012 Auto Express Driver Power survey
Lexus retains top spot in Driver Power dealer survey,Toyota moves up to second
Lexus highest rated manufacturer every year since survey began in 2002
Results based on the opinions of around 29,000 Auto Express readers
Lexus continues to set the standards for other brands to aspire to, with an emphatic first place in this year’s Auto Express Driver Power customer satisfaction survey. It maintains the leadership it has held every year since the survey was first carried out in 2002.
Its nearest rival is its sister brand, Toyota, which has recorded its highest score to move ahead from its fourth place result last year.
Based on the experiences and opinions of around 29,000 Auto Express readers, the survey is a “real world” guide to achievement. Lexus was unmatched in coming top and scoring more than 90 per cent in six out of the seven satisfaction categories; Toyota was the only manufacturer that secured a top-five rating across the board, sealing its runner-up position.
Steve Fowler, Auto Express editor, 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 Dealer 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.”
Steve Settle, Toyota Customer Services Director, added: “When it comes to customer service, there are so many areas where you need to get it right to succeed, from the way you handle phone enquiries, to recognising how every customer will have different needs preferences. Understanding all of this and delivering the kind of friendly, professional and fair service that will secure customer satisfaction and loyalty requires time and dedication, qualities that are recognised in Toyota’s progress in this year’s Driver Power survey.”