Lexus leads luxury players for after-sales service

BMW lags behind, as Mercedes-Benz and Audi round out the podium
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Lexus has outdone its German rivals for after-sales service in the JD Power Customer Service Index.

The Japanese luxury brand scored 869 out of a possible 1000 points, a handy 17 point jump over last year, and 27 points above the industry average.

A total of 547 owners who had bought a car in the past five years, and had it serviced at an authorised dealership in the past 12 months, were surveyed.

Mercedes-Benz came in second with a score of 852, while Audi (840) and BMW (835) lagged behind. Land Rover and Volvo owners were questioned as part of the study, but their sample wasn't big enough to include them in the final results.

Above: BMW lagged behind its rivals in after-sales service satisfaction

The study found an increasing number of owners were booking services online. Companies which clearly explained the cost of servicing scored better, as did those which offered alternative transport.

Interestingly, only 93.5 per cent of customers said work was done right the first time, compared to 95 per cent in 2016.

"These results are a tribute to the entire Lexus team - from the unsurpassed quality of our vehicles, to world-class customer engagement, to the attention to detail of our dealers who deliver the finest after-sales care," Peter McGregor, Lexus Australia chief executive, said.