Lexus tops J.D. Power
June 3rd, 2010 by Richard Aucock
LEXUS remains the most satisfying brand for car owners with a 10th consecutive J.D. Power survey win.
With an 846-point score out of 1000, Lexus is considerably ahead of its next-closest challenger, Honda.
Jaguar comes in a praiseworthy 3rd, with Mercedes-Benz 4th and – in a well-deserved result after recall troubles – Toyota in 5th.
Car dealers remain vital to success in J.D. Power, explained senior research manager Martin Volk.
‘Rising to the top of the manufacturers’ raking in ownership satisfaction requires a concerted customer-focused approach throughout the vehicle life cycle, from the product concept stages to servicing customers during the ownership period.’
To top the charts for a decade as Lexus has, you need ‘an in-depth understanding on how to match and further exceed customer expectations.’
There’s cash in it for car dealers who can perform well, though. ‘It’s clear that providing a highly satisfying service experience may have a considerable impact on the dealer’s bottom line.’
Owners who are served well are, according to J.D. Power stats, three times more likely to purchase the same vehicle. And they are FOUR times more likely to return the dealer!
The majority of brands have increased in satisfaction compared with last year, said What Car? editor Steve Fowler. Hyundai, Mitsubishi and Nissan have improved considerably, up 19 points, 24 points and 14 points respectively.
Fowler also said Jaguar’s 13-point rise was ‘a fantastic performance… great news for the brand.’
Particular praise is due to Toyota car dealers though. Despite the recall dramas earlier in the year, the brand has still come 5th in the J.D. Power Ownership Satisfaction Survey. Lexus, of course, has also been affected by recalls – but again, these have not affected its performance.
11 brands were, however, below the average satisfaction score. Worst of all was Chevrolet, with Fiat, Suzuki, Peugeot and Vauxhall also performing badly.
Let us know what you make of the 2010 J.D. Power findings! Do you have any tips on how to beat Lexus?
Top cars in each class
City car: Toyota Aygo
Small car: Honda Jazz
Lower medium: Kia cee’d
Upper medium: Honda Accord
Compact executive: Lexus IS
Executive: Jaguar XF
Sports: Mazda MX-5
MPV: Mercedes B-Class
SUV: Lexus RX
Top 5 brands
Lexus
Honda
Jaguar
Mercedes
Toyota
Bottom 5 brands
Chevrolet
Fiat
Suzuki
Peugeot
Vauxhall