Lexus Ranks No. 1 in the J.D. Power and Associates 2004 Sales Satisfaction StudySM
Lexus and Jaguar Rank Highest in a Tie in New-Vehicle Sales Satisfaction



11/17/2004 Torrance, CA



Lexus improved by 14 points to rank No. 1 in the 2004 J.D. Power and Associates Sales Satisfaction StudySM (SSI), sharing the top spot with Jaguar in this year's study. Lexus' SSI score increased to 898 from 884 in 2003, well above the luxury industry average of 876.

"Our performance in this year's study is a testament of our commitment to the Lexus customer experience," said Denny Clements, Lexus group vice president and general manager. "Our dealers have reinvested over $2 billion to improve their facilities and expand their ability to provide the best sales and service experience possible to our growing customer base."

In the five areas measured in SSI, Lexus continues to perform significantly better than the luxury average. The J.D. Power and Associates SSI study measures customer satisfaction with the process of purchasing or leasing a new vehicle. Specifically, the index measures satisfaction with the salesperson, vehicle price, paperwork/finance process, delivery process, and dealership facility.

This year's report is based on information from 39,335 owners of new 2003 to 2005 model-year vehicles purchased in May 2004.

The strong results of this year's SSI are a true reflection and confirmation that Lexus continues to be passionate about customer engagement and is dedicated to delivering high-quality products that suit our owners' lifestyles.

 

Yay for Lexus!

 

Don't forget, though....this particular award does not measure satisfaction with the vehicles themselves or vehicle quality.....only the actual sales and delivery process. Having Lexus and Jag on the same level here tells me only one thing....that Jag dealers have only learned to kiss customers a - -es during the buying process.....not necessarily deliver a better product. Though Jag has improved their quality somewhat since Ford took over in 1989, Survey after survey and magazine after magazine still puts Lexus far ahead of them vehicle quality-wise. The AWD X-Class Jaguar, in particular, has been unreliable.

 

whatever it is we expected us(lexus) to place number one...

CEO

 

Wow the awards never stop coming in for Lexus.

 

Odd how Lexus car grow so fast and so big, yet still maintain quality that smaller players like MB can't

 

Having owned 2 recent Jaguars, an X-Type and an S-Type, I can promise you that their quality does not come close to Lexus. After owning 3 Lexus, I got a little bored and thought I'd try Jaguar. The X-Type was a disaster because of continuing problems and the S-Type, while having fewer problems, rattled and had a transmission that lurched. The service at my local dealer was terrible and Jaguar Customer Relations should have hooked up an answer phone, which would have been more interested in helping than the live person. If you notice, I'm back in a Lexus with a big grin on my face.

Mike

 

Serious, do none of the other car manufacturers see that Lexus is preparing for war here? They're massing the troops and getting ready to unleash an all out assualt on the luxury auto world. By 2008 it's gonna be disasterous for anyone not well rounded in luxury, performance, technology, ergonomics, and reliability.

"The revolution will be televised " Talib

James

 

yes and then Toyota will over take GM

CEO

 

By 2008, I'm going to guess that Toyota will be the number one car company in terms of sales. Watch out world.

James