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Lexus takes seventh satisfaction title

Lexus has been ranked highest overall in customer satisfaction for the seventh year in a row.

The JD Power and Associates/What Car? magazine 2007 UK Car Customer Satisfaction Index (CSI) StudySM saw Lexus receive a score of 862 index points, with particularly high ratings in quality/reliability, service satisfaction and vehicle appeal. Following Lexus in the rankings were Honda and Škoda in a tie at 845 points, Toyota (832) and Daihatsu (824).

Toyota's Prius was the highest ranking individual model satisfying new-car owners. This is the first time a hybrid car has won the title.

In the nameplate rankings, Mercedes-Benz is the most improved nameplate in 2007, increasing 12 points from 2006.

“Mercedes-Benz has made impressive strides over the past two years, with major improvements in vehicle quality and dealer service making a strong impact on satisfaction with the overall ownership experience,” said Frank Parisi, director of European automotive research at J.D. Power and Associates.

“It is also particularly notable to see a hybrid car perform so well, and that the increasing popularity amongst UK consumers for the green credentials of this car seems to be matched by levels of ownership satisfaction,” he added.

The 2007 UK Car Customer Satisfaction Index (CSI) Study is based on the evaluations of more than 18,000 UK car owners after an average of two years of ownership. The study includes 33 brands and 113 models. Owners provide detailed evaluations of their vehicles and dealers, which covers 77 attributes grouped in four measurements of satisfaction. In order of importance, they are:

  • Quality and reliability (30%)
  • Vehicle appeal (28%), which includes performance, design, comfort and features
  • Dealer service satisfaction (22%)
  • Ownership costs (19%), which includes fuel consumption, insurance and costs of service/repair


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