|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.