20 February 2020
LEXUS RATES FIRST FOR CUSTOMER SATISFACTION
Luxury carmaker Lexus is striving to redefine excellence in customer satisfaction after being rated as the "best of the best" across 41 industry categories in the latest Roy Morgan Customer Satisfaction awards.
Lexus not only headed the automotive industry with a satisfaction rating of 96.8 per cent for 2019, but its score was higher than for the leaders of other sectors including retail, finance, telecommunications, travel and utilities.
The accolade for Lexus is the fifth time in six years it has been ranked Car Manufacturer of the Year among customers surveyed by Roy Morgan, and the second time it has been rated as the leader in customer satisfaction across all industry segments.
The results from 2019 mean Lexus has maintained a satisfaction rating above 94 per cent since it first won the automotive title in 2014.
Lexus Australia Chief Executive Scott Thompson thanked customers for their outstanding feedback and paid tribute to the luxury lifestyle brand's dealers who were instrumental in delivering an exceptional ownership experience.
"As the leader in luxury experience, Lexus is determined to continue to deliver new benchmarks in customer service and satisfaction including significant enhancements to our renowned Lexus Encore owner benefits program in 2020," Mr Thompson said.
"For Lexus Encore, the best is yet to come - and this year we look forward to enhancing our offering with the addition of even more amazing experiences and valued services for owners of new and certified pre-owned Lexus vehicles," he said1.
Since the start of 2020, Lexus has combined the convenience and transparency of capped-price servicing with the award-winning Lexus care that anticipates customer needs.
This year will also see the introduction of new Lexus models that attract enhanced Lexus Encore owner benefits, including the dramatically styled Lexus LC 500 Convertible in the second half.
In 2019, Lexus Australia set a new annual sales record with 9,612 deliveries, a gain of nine per cent compared with 2018.
The result included the highest full-year sales for Lexus SUVs of 7,704 vehicles, up 21.8 per cent on 2018.
This was followed last month by a January record of 723 sales, resulting in the brand's market share increasing by 15 basis points compared with January 2018.
The Lexus NX Line was the stand-out performer with 301 sales - also a January record for the mid-size luxury SUV.
Lexus passenger-car sales gained 6.6 per cent over January last year. The mid-size ES 300h sedan achieved its best January since the nameplate returned to the Lexus line-up in 2013.
1 From January 1, 2020, Lexus Encore membership is three years for owners of new vehicles and one year for owners of certified pre-owned vehicles purchased at a Lexus dealership.
For more information, please contact:
Lexus Australia public relations
M: +61 466 612 742
The Lexus LC 500 Convertible, due in Australia this year, will enable more customers to experience the award-winning benefits of Lexus ownership (overseas model shown).