Delivering the best customer service has always been a top priority for Lexus and its performance remains the best in the motor industry, according to the latest Driver Power survey by leading car weekly Auto Express. Based on the real-world experiences of thousands of UK motorists, the study acclaimed Lexus as providing the highest quality dealership experience.
An overall score of 90.66% reflects how the Lexus spirit of Omotenashi – the best traditions of Japanese hospitality – influences every aspect of the brand, from designing cars that protect and anticipate the needs of driver and passengers, 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.
Driver Power gathered the opinions of Auto Express readers about the franchised dealerships they use, covering issues such as the facilities available on-site, availability of courtesy cars, staff politeness, the standard and speed of work carried out, clear communications and value for money.
The findings produced excellent scores for Lexus across the board, the magazine noting how it provides “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.
The experience of Angela Phillips, a Lexus IS owner from Stockport, is representative of the survey’s findings. She 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.”
For the last many weeks l am trying to find the email address od Mr Evan Sheppard CEO lesux have failed . I would like to lodge a complaint against the horrible service l received from the dealership at reading. I have sent unlimited emails to mr Sheppard at different email address shown on the internet. I have tried to obtain email address from your reading office but failed. I have sent unlimited emails addressed to Sheppard bot there is no response. It appears to me that the comments shown for lesux is a load of rubbish . Please send me his email address so that l can send him copies of my emails sent to him with copy to Mr Alan Akers but there is no response. Apart from the service l have been charged an extra of £195/- as compared to the quote given to me by your manager by email. Inspite of my repeated protests that l did not want the e tra part which was not included in my mot abd quote. Thank you regards.
Hello Mahnood,
Thank you for contacting us. We’re sorry to hear about this.
Our Customer Relations team will be best placed to investigate this for you.
They can be contacted here – https://fal.cn/3hJ9G.
Thanks.