Lexus again tops ownership satisfaction survey
Mick Jagger and the Rolling Stones may not have been able to get any satisfaction, but it seems car buyers are finding plenty.
Growing numbers of new vehicle owners are happy with their post sales service, but it was Lexus once again which topped the annual Roy Morgan Customer Satisfaction Awards.
Lexus has won the award for the past three years.
But the Japanese luxury marque didn't have an easy ride to the finish, with Skoda from the Volkswagen Group improving its customer satisfaction dramatically over the past year.
Leading up to the final month of data, nine of the top 10 brands had showed improvement over the past 12 months
The two biggest improvers among the top 10 were Land Rover up 5.5% points to be in fourth place on 95.4% and Peugeot up 5.4% points to sixth place on 95.2%. As a result of these ratings improvements their rankings changed dramatically from last year when Land Rover was in 20th position and Peugeot was 22nd.
The overall Lexus satisfaction rating of 96.4 per cent was higher than the best performers among some of Australia's most prominent companies in the retail, finance, telecommunications, utilities, travel and tourism sectors.
The annual Roy Morgan awards are based on face-to-face interviews with approximately 50,000 customers across Australia.
Roy Morgan CEO Michele Levine said Lexus had consistently set the standard for customer satisfaction through its unwavering dedication to caring for customers.
Lexus has been the highest rated automotive company in the Roy Morgan awards since 2014.
The latest award follows similar accolades presented to Lexus in the each of the past two years for the excellence of its after-sales service in the J.D. Power Australia Customer Service Index Study.
Lexus Australia chief executive Scott Thompson said the awards were important because they were based on the judgments of Lexus owners.
"Lexus is renowned for producing passenger cars and SUVs that have transformed the prestige vehicle market through an uncompromising focus on quality,” Mr Thompson said.
"More than that, these awards confirm that Lexus consistently delivers an exceptional ownership experience by setting new benchmarks in customer service and satisfaction.”
Customer Satisfaction Awards 2017 - Winners
Bank of the Year Greater Bank
Major Bank of the Year Commonwealth Bank
Building Society / Credit Union of the Year People's Choice Credit Union
General Insurer of the Year RACT
Private Health Insurer of the Year St.LukesHealth
Risk & Life Insurer of the Year Real Insurance
Retail Super Fund of the Year Macquarie
Industry Super Fund of the Year Tasplan
Auto Store of the Year Supercheap Auto
Coffee Shop of the Year Muffin Break
Clothing Store of the Year Jeanswest
Department Store of the Year Myer
Discount Department Store of the Year Costco
Discount Variety Store of the Year The Reject Shop
Furniture/Electrical Store of the Year JB Hi-Fi
Hardware Store of the Year Bunnings
Chemist/Pharmacy of the Year My Chemist
Quick Service Restaurant of the Year Grill'd
Liquor Store of the Year ALDI Liquor
Shoe Store of the Year The Athlete's Foot
Sports Store of the Year Rebel
Supermarket of the Year Foodland
Home Phone Provider of the Year Southern Phone
Home Broadband Service Provider of the Year Internode
Mobile Handset Provider of the Year Apple iPhone
Mobile Phone Service Provider of the Year Amaysim
Travel and Tourism
Domestic Airline of the Year Qantas
International Airline of the Year Air New Zealand
Domestic Business Airline of the Year Qantas
Electricity Provider of the Year Red Energy
Gas Provider of the Year Lumo Energy
Car Manufacturer of the Year Lexus