Lexus – King Of Quality And Customer Care

3 September 2002

Lexus has once again topped the charts for quality, reliability and customer care in the BBC Top Gear Magazine survey carried out by Experian – one of the world’s leading data management and analysis companies. The full results are published in the latest issue of Top Gear Magazine where Lexus has not only been voted as top manufacturer but also as top model with the IS200 saloon. This comes after two consecutive years with Lexus winning the UK J.D. Power Survey.

The BBC Top Gear Motoring Survey 2002 publishes the results of questionnaires from over 37,000 motorists spanning 120 models from 33 manufacturers. Owners were asked to rate their overall satisfaction in four key areas: build quality and reliability; driving experience; dealer service and ownership costs.

BBC Top Gear quoted the IS 200 as “. good to drive, Lexus dealers do their best, maintenance costs are sane and reliability is superb.”

The aim of the survey was to target bona fide car owners and to encourage an independent and valid response – included in the survey were all cars registered between January 1997 and December 2001. Respondents represented a wide range of motorists across the UK and were directed to complete the survey on line.

Overall average score for manufacturers was high at 82.5 points, with Lexus far exceeding that at 91.8. In the model ratings Lexus scored 91.4 points, with its closest small executive rival – the Jaguar X-TYPE – in 22nd place with 86.9 points.

Results of the survey concluded that the IS200 was not only the best small executive car but the most satisfying overall to live with.

Comments from respondents included: “This is the best car I’ve ever owned. Having run plenty of cars before, my experience has been so refreshing. It’s been completely reliable and when the time comes to getting it serviced, there are no nasty surprises. I’m a complete convert to Lexus – the dealers and the company.”

The consistent good results in both this survey, J.D. Power and the Driver Power survey published by Auto Express magazine reflects that owning a Lexus, either new or used, is an intelligent choice – strong residual values and lasting quality add further to these attributes.

Stuart McCullough, Lexus Director for European Operations commented: “We believe the success of Lexus in independent surveys demonstrates that people would rather be happy with their car than hide behind a heritage or hype. In the long term, they will become loyal customers. This result is particularly pleasing as we set out to offer the best in product quality and value, delivered with outstanding customer service from our dealers. We believe what makes owning a Lexus special, unique even, is the way we treat our customers.”


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Lexus – King Of Quality And Customer Care


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