Lexus retains top spot for customer satisfaction

Lexus customers are still the most satisfied of all car brands in Australia, according to the latest results from Roy Morgan’s Annual Customer Satisfaction Awards.

Meanwhile, Mazda has taken home the title of Australia’s Major Car Manufacturer of the Year for customer satisfaction, thanks to research results from more than 50,000 new and used Aussie vehicle owners.

Independent research company Roy Morgan says the difference between the two award winners is that Lexus’s results don’t offer a sample size, while Mazda was the winner from a select few (around five) vehicle manufacturers based on a sample size.

In 2019, overall winner Lexus averaged customer satisfaction of 96.8 per cent, while Mazda was 93.8 per cent. Other top performing marques in the previous year include Isuzu, Kia and Toyota, said the researcher.

“The Toyota-owned luxury car maker has satisfied customers on an unprecedented level in 2019 with the car manufacturer achieving an average customer satisfaction rating of 96.8 per cent during the course of last year,” said Roy Morgan chief executive, Michele Levine.

“Lexus’ average customer satisfaction is an improvement on the excellent performance of vehicle manufacturer Isuzu UTE a year ago which averaged 96.1 per cent in 2018.”

Mazda, which was the best-faring manufacturer alongside Ford in last year’s customer satisfaction survey from JD Power, said it has long focused on providing exceptional customer service.

“Mazda Australia’s commitment to constantly improving its customer service will see us soon kick off a guaranteed future value program for customers, Mazda Assured,” said Mazda Australia’s head of marketing, Alastair Doak.

“And for the remainder of 2020 and beyond, we’ll continue to innovate in pursuit of the ultimate customer experience ad in bringing new and exciting products to market.”