Grass Roots,  one of the world’s leading provider of employee and customer engagement solutions, has helped Lexus regain the top spot in the latest What Car?/JD Power Vehicle Ownership  Satisfaction Survey, meaning Lexus has been awarded the accolade an unprecedented twelve times in the past fourteen years.

Grass Roots works with Lexus to understand how satisfied their customer are at different stages of the purchasing journey including new sales, used car sales and after care. Through telephony and digital surveys, Grass Roots is able to quantify a customer’s satisfaction and advocacy with the brand.

The insight, which is collected from the surveys, is collated into the bespoke Lexus portal – enabling each of the dealerships (Centres) to listen to calls made to customers within 24 hours of the call taking place. This allows a Centre to make contact with a customer in a timely manner as well as providing multiple reports and action plans to further enhance the Lexus customer experience.

Summarising the positives put forward by owners, What Car? said: ‘It’s comfortable, refined and its cabin uses upmarket materials. Lexus dealers also do a great job of keeping their customers happy.’

Richard Balshaw, Lexus director, said: ‘This excellent result is a tribute to the effort invested by everyone in Lexus, from the factory to our UK showrooms and workshops, to ensure we deliver the best quality to our customers in every aspect of the ownership experience. We continue to be grateful to our established customers, and the increasing number who are new to us as we expand and develop our range, for their loyalty, enthusiasm and advocacy of our brand.’

Adam Goran, Customer Engagement Divisional Director said ‘To be top of the What Car?/JD Power leader board for the 12th year is testament to the dedication that Lexus put on understanding and engaging with their customers. The customer satisfaction and advocacy scores, which are in the 90-100% bracket, is a clear indicator of Lexus’ commitment to providing an exceptional customer experience’.  


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