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Lexus comes out on top for car manufacturer satisfaction

Lexus has topped car manufacturer satisfaction beating out Volvo and Isuzu Ute, Subaru, Mazda and Hyundai according to Roy Morgan Research.

Two all-new new Lexus dealerships opening this year have allowed the Japanese brand to show off its new customer-first approach, a move that has helped it to top car manufacturer satisfaction research by Roy Morgan.

The second new-look Lexus dealership to open in the last 12 months was Lexus of Berwick. At the opening in April, Lexus of Berwick general manager Con Kafetzis said the cutting-edge design of the dealership placed customers and guests front and centre, promoting a warm and comfortable environment while radiating quality.

“Our customers are welcomed by staff as we would welcome guests into our home, so it was imperative that we deliver the interior styling and touchpoints to match our hospitality,” Mr Kafetzis said.

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“From the tall ceilings to the detailed wood and marble craftsmanship throughout the inviting lounge area, we wanted to go beyond creating a pressure-free environment and embrace a warmly inviting ambience.”
Also speaking at the time, Lexus Australia chief executive Scott Thompson said the brand’s new dealership design philosophy will roll out across Australia as part of a multi-million-dollar investment.

New research released last week by Roy Morgan detailing car manufacturer satisfaction (40,000 car owners surveyed) showed a four percent jump for Lexus to a pack-leading 98 percent for the period ending May 2019. Research shows that Lexus is just ahead of Volvo which has had the biggest year-over-year jump up by 5% points to 95%, and Isuzu UTE on 94%. Subaru, Mazda and Suzuki matched Isuzu Ute’s 94 percent with Audi, Toyota, Kia, Land Rover, Mercedes-Benz and Hyundai on 93 percent.

Michele Levine, CEO, Roy Morgan said, “The Roy Morgan car manufacturer satisfaction data used in this release has become the industry standard on which the highly prized annual ‘Roy Morgan Car Manufacturers Satisfaction Award’ is based.

“Lexus has had a very successful few years in the category winning the Annual Award for four consecutive years from 2014-17 and with a customer satisfaction rating of 98% in May and multiple monthly award wins already in 2019 is mounting a strong challenge again this year.

“Defending champion Isuzu UTE won their first Annual Roy Morgan Car Manufacturer Satisfaction Award in 2018 and in equal third place on 94% in May just behind 2013 winner Volvo on 95% is again right in the mix for consecutive annual awards in the category.

“In fact there’s very little between the major competitors in the industry and only 5% points separate the top dozen car manufacturers in May who all exceeded the industry average of 92% for the month.


Isaac Bober

Isaac Bober

Isaac Bober was born in the shadow of Mount Panorama in Bathurst and, so, it was inevitable he’d fall into work as a motoring writer. He began his motoring career in 2000 reviewing commercial vehicles, before becoming editor of Caravan & Motorhome magazine. He then moved to MOTOR Magazine before going freelance and contributing to Overlander 4WD, 4×4 Australia, TopGear Australia, Men’s Health, Men’s Fitness, The Australian, CARSguide, and many more.