Lexus and quality

When Toyota began its Lexus initiative in 1989, their overriding goal was to stress quality and customer satisfaction above all else.

But many of the people who would be tasked to carry out this project, in fact the ones who would be directly in touch with Lexus customers, would not be working directly for the automaker but for dealerships.

The solution was an extremely stringent dealer selection process that focused mainly on the dealer's customer satisfaction performance: out of 1,500 existing Toyota dealerships, only 80 (that's 5 percent) made the cut.

Today Lexus dealers are widely known for providing exemplary customer service. The flip side is that Lexus dealers are by far the most satisfied of all dealer groups according to NADA's annual dealer attitude survey.

Tags: Lexus, Toyota, customer satisfaction, best practices

Powered by Qumana