Lexus’ service philosophy

The Lexus dealer showroom has an artificial waterfall at the entrance

Lexus is best known for its efforts to create a luxurious image and to provide service even after the car is sold. In the waiting area of ??the showroom service department, attentive equipment such as a beverage bar, a soundproof business center equipped with computers and fax machines, and even a shop selling souvenirs. Other facilities include a children's play area, a small indoor golf practice area and other recreational services. Many Lexus dealers have even opened coffee shops and designer shops.

A typical Lexus dealer will install large floor-to-ceiling glass in the maintenance department, allowing customers to monitor the maintenance status of their cars from the side. Services sometimes include free rental cars, free car washes and convenient shuttle services. After all services are completed, Lexus owners will receive a questionnaire, which may be sent by mail, online or by phone, asking them how they evaluated the service experience. In order to improve customer service, some Lexus dealers will send their employees to famous places where employees are trained on attention and hospitality, such as Noster Department Store and Ritz-Carlton Hotel. Lexus has also added an additional privilege for car owners, which is to reserve some parking spaces for Lexus car owners in some major sports stadiums, entertainment venues or shopping malls in the United States.

In 2005, Lexus took first place in the British automotive TV show "Top Gear", "the UK's largest independent car satisfaction survey" with more than 76,000 people participating. In 2006, Lexus ranked first in a service satisfaction survey conducted by Auto Express, a famous British car magazine, for five consecutive years. In J.D. Power's customer service index survey, which invites more than 79,000 U.S. car owners and dealers every year, it has won the first place for the 11th time.

In the same year, the New York-based Luxury Institute ranked Lexus first based on a survey of more than 2,100 high-income families on the customer service provided by luxury car brands. Based on Lexus' rigorous pursuit of high-quality customer service standards and high customer satisfaction, Lexus has earned the highest customer loyalty in the industry.

Lexus' customer service is based on the "Lexus Promise" they make to customers: "Lexus will treat every customer as if we were entertaining guests at home." This promise was first tested in 1989, when The brand-new LS 400 models were voluntarily recalled due to a problem with the brake light wires. Owners were not charged any fees, and the cars were cleaned and refueled to make it easier for them to pick up their cars. Car owners were all surprised.

In the United States, Lexus provides 4 years and 50,000 miles of basic maintenance services. Maintenance for the power system lasts up to 6 years and 70,000 miles. The corrosion maintenance also lasts for 6 years. Lexus' second-hand car compliance program, launched in November 1993, was the first in the industry to launch it. The plan will conduct 161 inspections on a second-hand car and provide car owners with three years of maintenance up to 100,000 miles. This program is now being extended to other markets around the world.

In 2005, Lexus Finance Bank partnered with Bank of America to accept Lexus Visa credit cards. You can earn points by using this credit card to get discounts at dealerships and other car-related services.