Lexus Australia has emerged as the number one brand for customer satisfaction in the annual Roy Morgan survey, beating out the likes of Volvo, Mazda, Audi and Mercedes-Benz.
Increasing its satisfaction score by four per cent from last year, one of only two brands in the top 12 to improve over 2018’s survey, Lexus notched a 98 per cent rating for first place ahead of Volvo, which also jumped from 90 to 95 per cent.
Coming in third with a score of 94 per cent was Isuzu Ute (-1% year-on-year), Subaru (-1%), Mazda (-1%) and Suzuki (-2%).
The remainder of the top 12 meanwhile, all scored 93 per cent and included Audi (no change), Toyota (-1%), Kia (-1%), Land Rover (no change), Mercedes-Benz (-2%) and Hyundai (-1%).
Lexus Australia has in recent years, expanded its dealer footprint with two new showrooms in the Central Coast in New South Wales and in Berwick, Victoria respectively.
The new outlets were the first to adopt Lexus Australia’s new customer-centric approach to car buying, which sees just one point-of-contact to handle sales, financing and servicing.
The ‘One Touch Experience’ approach will be rolled out nationwide to other Lexus Australia outlets in future.
Lexus Australia’s Roy Morgan result is also far above the industry average, which fell one per cent to 92% overall.
Despite this, the survey company said “customer satisfaction for car manufacturers remains amongst the highest of any of the 32 industries that Roy Morgan measures and reports on every month”.
Over 50,000 people were queried between June 2018 to May 2019 for the results, 80 per cent of which also conducted an in-depth interview.
Roy Morgan CEO Michele Levine said Lexus’ result will put it in a good position to take out the overall annual award.
“Lexus has had a very successful few years in the category, winning the annual award for four consecutive years from 2014-2017, and with a customer satisfaction rating of 98 per cent in May and multiple monthly award wins already in 2019, is mounting a strong challenge again this year,” she said.
“What the leader board in May does show is that a variety of car manufacturers are performing well despite targeting different segments of the consumer market.”
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