Lexus tops Australian customer satisfaction survey

Latest local J.D. Power survey puts Lexus on top for after-sales service…

Lexus sales are on the up and one reason could be the on-going commitment to service that the brands dealerships are exhibiting.

Lexus has just topped the J.D. Power 2016 Australia Customer Service Index covering the luxury segment of the car market.

The Japanese brand claiming bragging rights over arch-rivals – Mercedes-Benz and Audi in the study that examines owner satisfaction with after-sales service.

Luxury car owners were asked to rate the vehicle service experience at an authorised service centre across five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service initiation; and service facility.

The good news for luxury car owners and dealers was that there was an increase overall in customer satisfaction this year, the study finding average satisfaction jumped from 817 (on a 1,000-point scale) to 824 this year.

Mohit Arora, executive director at J.D. Power says one crucial area that the study highlighted was the performance of the dealership service advisor.

“Customers’ interaction with their service advisor needs to be professional, transparent, trustworthy and, most importantly, enjoyable.

“A happy customer is one who will return for future work when the warranty expires and will recommend your services to others.”

About Kate Richards 1056 Articles
Kate has always had an interest in writing and cars and now as a key member of the Behind the Wheel website team she gets to spend her days consumed by both. Aside from being a contributor and an editor at Behind the Wheel, Kate enjoys driving her Lancer EVO and walking her beloved dog, Max!

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