Lexus tops US JD Power customer satisfaction and reliability

MEDIA RELEASE
24 March 2011

Lexus tops US JD Power customer satisfaction and reliability rankings

Lexus customers in the US have again rewarded the brand’s customer care in the recently released J.D. Power survey of vehicle owners’ customer satisfaction. The luxury marqué has this year taken top honours overall, adding to the previous two years in a row as top luxury carmaker.

Commenting on the results of the extensive customer survey, Debbie Pattullo, Lexus National Manager says she is delighted to see the company’s global focus on premium customer service rewarded in the highly influential and competitive US market.

“New Zealand customers can be assured Lexus’ local dealers have just as strong a focus on staying connected and listening to our customers as the company’s US operations.

“Lexus’ New Zealand operations follow the same stringent standard for post-purchase care. Customers in New Zealand receive a four year, 140,000km new vehicle warranty and full maintenance service plan on their vehicle.

“Lexus New Zealand measures customer satisfaction at both delivery and regular check-ups to ensure it is maintaining the luxury brand’s high standards of excellence.”

In a further endorsement of Lexus’ reputation with its owners as the premier luxury vehicle manufacturer, in J.D. Power and Associates’ 2011 Vehicle Dependability Survey released last week, Lexus again stood out; it was the second most reliable nameplate overall, and the Lexus’ RX luxury sport utility vehicle was crowned the most reliable mid-size premium crossover/SUV.

Four other Lexus vehicles rated in the top three for dependability in their category, including the GS luxury sport and the LS luxury sedan.

“Lexus has now scored in the top three most dependable nameplates in every year it has been eligible, showing its luxury features and advanced technology are matched by all important reliability,” says Debbie Pattullo.

“The J.D.Power survey is highly respected, because it assesses real world, long term quality and dependability over a meaningful use period.”

Lexus has scored in the top three in every year it has been eligible for the CSI survey. Its overall score this year was 846 on a 1,000-point scale, 27 points above the segment average and the highest overall score in the study.

Ends

Note to editors about J.D.Power
The CSI survey results are based on responses from nearly 100,000 owners and lessees of 2006 to 2010 model vehicles in the US. The survey examines satisfaction among vehicle owners who visit a service department for maintenance or repairs.

Best known for its automotive industry analysis, J.D. Power is a global marketing information services company which publishes independent in depth ratings and indices across categories such as reliability, customer satisfaction, and production quality.

Based in California, J.D.Power is a global marketing information services company which provides market research, forecasting, and customer satisfaction surveys across various business sectors. Its surveys carry a lot of weight in the US automotive industry.

Here is the US J.D.Power customer satisfaction survey release:
http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2011019

The J.D.Power reliability survey release:
http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2011029

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