LEXUS has taken top honours for the quality of its dealerships in Auto Express’s Driver Power study once again.
The manufacturer said that its overall 90.66 per cent score, based on the real-world experiences of thousands of UK motorists. reflected how the spirit of ‘Omotenashi’ – the best traditions of Japanese hospitality – influenced every aspect of the brand, from designing its cars to providing welcoming, professional and courteous service to every customer.
The result completes a triple Driver Power success for Lexus this year, having already been named Best Manufacturer and taking the Best Premium SUV title with the RX 450h. It also scooped the Best Car Dealer title in 2015, 2014 and 2013.
Driver Power gathered the opinions of Auto Express readers about the franchised dealerships they use, covering issues such as what was available on site, the availability of courtesy cars, staff politeness, the standard and speed of work carried out and clear communications.
It racked up excellent scores pretty much across the board, with the magazine noting how Lexus provided ‘by far the cleanest and most comfortable’ facilities, with work done by technicians who are ‘clearly among the best in the business’. Lexus also emerged as the best brand for the standard and efficiency of service, maintenance and repair work.
Among the findings, Lexus IS owner Angela Phillips from Stockport told Auto Express how ‘nothing is too much trouble’ for the team at Lexus Chester. ‘They recognise me as soon as I walk through the door and they know exactly what I am there for,’ she said.
Ewan Shepherd, director of Lexus in the UK, said: ‘The results of the Driver Power survey are a tremendous reward for everyone who works in our centres across the country. It is thanks to their hard work and commitment that we are able to deliver on our promise of consistently providing the highest levels of customer care and service.
‘It is our aim to continue to raise the bar, going beyond our customers’ expectations and setting new standards for the motor industry.’
Auto Express said: ‘Lexus takes top spot this year thanks to excellent scores in nearly all areas.’ It added that the dealerships ‘were voted by far the cleanest and most comfortable [with] the best access to parking. Owners were also happiest with the courtesy car availability from their local Lexus garage, plus staff were said to be courteous and keep customers up to date on the progress of work.
‘Lexus’s technicians are clearly some of the best in the business as its dealerships were voted top for the standard and efficiency of work.’
It added, though: ‘The only downside to such an impressive score is the 10th place for value for money – but as always, good things tend to cost.’
Parent firm Toyota came seventh, with 87.72 per cent.