Lexus Australia beats rivals on after-sales service

Lexus tops latest luxury car customer service index

lexus suv grille

Some interesting findings have come out of the latest survey of Australian luxury car owners, though it was Lexus that once again claimed the highest percentage of happy customers.

The J.D. Power 2017 Australia Customer Service Index (Luxury) Study was released this afternoon and shows that on a 1000-point scale it was Lexus (869) that scored highest, ahead of Mercedes-Benz (852).

Related: Lexus to offer five-seat LX 570

Those two marques were the only brands above the industry average (842).

Audi (840) and BMW (835) weren’t too far off the pace in third and fourth respectively.

The study looks at five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service initiation; and service facility.

Some of the interesting findings included an increasing shift to customers booking their vehicles for service via websites, though this method ranked lowest for satisfaction among the car owners polled.

Calling for a booking and doing it in-person were the more favoured methods.

It was also found that satisfaction increases when service advisors repeat requests to customers to ensure understanding.

And the explanation and communication of costs remains a critical ingredient in keeping customers happy.

Overall satisfaction among customers who receive explanations from the service advisor and pay what they expect is higher than among those who receive no explanation while also paying as expected.

While offering alternative transport is appreciated.

J.D. Power finding that among customers who required transportation after dropping their vehicles off for service, overall satisfaction is highest among the 32% who were offered a free loan vehicle.

And, for the first time since 2014, the percentage of customers saying that work was done right first time has declined across the luxury segment (93.5% in 2017 vs. 95.0% in 2016).

Related: Australia to get three-row Lexus RX SUV

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