Lexus has once again topped the J.D. Power and Associates UK Customer Satisfaction Study, claiming the 2005 Gold Award for an extraordinary fifth successive year. The luxury car brand scored a total of 848 points out of 1000 in the ownership satisfaction survey, well above the industry average of 786 points.
In addition to topping the rankings for overall satisfaction, Lexus was the industry leader in the Quality/Reliability and Vehicle Appeal categories.
Lexus’ outstanding quality and reliability reputation was once again demonstrated with a score of 923 out of 1000 in the Quality/Reliability category.
Lexus also dominated the Vehicle Appeal component of the survey with a score of 870 points out of 1000, well above the industry average of 792 and 26 ahead of second placed BMW.
The Lexus IS200/300 range was the second highest placed model overall in the survey.
The 2005 J.D. Power survey, presented in conjunction with What Car? magazine, was conducted among drivers of cars registered between September 2002 and August 2003. The results were drawn up from more than 23,000 completed questionnaires from both private owners and company car drivers.
Steve Settle, Lexus Director, said: “We are thrilled to be awarded our fifth consecutive Gold Award, a worthy acknowledgment of the excellent work done by our network of centres and the Lexus GB team to ensure our customers experience superior levels of satisfaction.
“It is also quite significant that we are still number one this long after we first topped the survey. This current survey assesses customers that purchased their vehicles after we had been awarded Gold Awards in 2001 and 2002, so these owners had even higher expectations of Lexus delivering exceptional customer satisfaction.
“The next 12 months will see an exciting range of new models join the Lexus line up and we will continue to strive to deliver even higher levels of customer service to all Lexus owners.”
In 2005 Lexus has also retained its number one position in the latest Dealer Attitude Survey conducted by the National Franchised Dealers Association and was again named Best Manufacturer in the 2005 Driver Power report published in Auto Express magazine.