New record score reaffirms industry-leading status
Lexus has claimed an unprecedented fourth successive Gold Award as the number one ranked brand in the 2004 J.D. Power and Associates UK Customer Satisfaction Study. Not only has Lexus remained Britain’s best, it has also succeeded in substantially improving its performance to set a new high score of 878 points out of 1,000. The figure marks a new record in the 11-year history of the survey.
Lexus improved its results in all four categories of the survey – Quality and Reliability, Vehicle Appeal, Service Satisfaction and Ownership Costs – demonstrating how the brand’s legendary pursuit of perfection continues to deliver real rewards to the customer.
Industry-leading quality of service has always been a Lexus hallmark, yet in this category an improvement of 34 points was achieved, increasing the advantage over all other premium market rivals. Notably BMW, Jaguar and Mercedes-Benz all performed worse in this area – and overall – than in 2003.
The IS200/300 range remained the standard bearer for Lexus’s emphatic performance, improving its ranking from third to second highest placed model overall and increasing its advantage as number one in the upper medium segment to 42 points ahead of its closest rival.
The 2004 J.D. Power survey, presented in conjunction with What Car? Magazine, was conducted among drivers of cars registered between 1 September 2001 and 31 August 2002. The results were drawn up from more than 23,000 completed questionnaires from both private owners and company car drivers.
Success in the J.D. Power survey sustains a successful start to 2004 that has seen Lexus achieve excellent first quarter UK sales and record high March registration figures. Lexus also retained its number one position in the latest Dealer Attitude Survey conducted by the National Franchised Dealers Association (NFDA) and gained the highest approval ratings in Sewells’ annual Fleet Operators Attitude Survey for the third year running.
Karl Schlicht, Lexus Director, said: “To win a fourth Gold Award is excellent, but to do so by improving our performance by such a degree is a tribute to the fantastic work done by our national network of centres and the Lexus GB team.
“Success in the J.D. Power survey is all the more rewarding for us as it is based purely on the opinions and experiences of our customers. Their satisfaction remains central to all our endeavours and we shall continue to work to set even higher standards in the future.”