Lexus and Toyota are top for customer satisfaction, according to the results of a driver survey.
The Auto Express Driver Power Survey saw Lexus hold on to the top spot. Toyota moved up the rankings to second place this year, after ranking fourth in the 2011 survey.
The annual survey is based on the opinions of 29,000 Auto Express readers and Lexus has consistently been top since the survey began in 2002.
Lexus scored more than 90% in six of the seven satisfaction categories and Toyota was the only manufacturer to score a five-star rating across the board.
Editor of Auto Express, Steve Fowler, attributed Lexus and Toyota’s success to ‘treating customers how they want to be treated, then going a little bit further to impress.’
He said: “Plenty of other brands are trying to play catch up, but they’ve still got some way to go to beat the best.”
Richard Balshaw, Lexus division director, said: “Coming first in the survey reflects how our core commitment to delivering the highest levels of customer service continues to yield results. The hard work of the men and women in our centres is about ensuring customers are completely satisfied and it is great to see their efforts rewarded in this way.”
Steve Settle, Toyota customer services director, added: “When it comes to customer service, there are so many areas where you need to get it right to succeed, from the way you handle phone enquiries, to recognising how every customer will have different needs preferences.”
He continued: “Understanding all of this and delivering the kind of friendly, professional and fair service that will secure customer satisfaction and loyalty requires time and dedication, qualities that are recognised in Toyota’s progress.”
