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Lexus, Volvo customers most satisfied

Premium experience: Lexus and Volvo increased customer satisfaction by four and five per cent respectively while all other best-performing brands slid or stayed the same.

Roy Morgan survey reveals uptick in happy Lexus, Volvo owners as other brands waver

22 Jul 2019

LEXUS customers are once again Australia’s most satisfied, according to the latet Roy Morgan survey that also named second-placed Volvo as this year’s biggest improver.


These were the only two brands in a 12-strong field of top performers to record an uptick in satisfaction ratings, with Lexus up four percentage points to 98 per cent and Volvo enjoying the biggest year-on-year increase of five per cent, resulting in an overall score of 95 per cent in the 12 months to May 2019.


Isuzu Ute, Subaru and Mazda ranked equal third, all scoring 94 per cent having dropped one percentage point. Toyota, Kia and Hyundai all scored 93 per cent, also dropping one percentage point.


Suzuki (94 per cent) and Mercedes-Benz (93 per cent) dropped two per cent while Audi and Land Rover remained static, both on 93 per cent.


Roy Morgan CEO Michele Levine said Lexus was “mounting a strong challenge” for winning the research firm’s annual Car Manufacturers Satisfaction Award due to its clear three percentage point lead over Volvo and having secured “multiple monthly award wins already in 2019”.


Ms Levine also pointed to Lexus taking out the annual award four consecutive times from 2014-2017 but did not rule out Isuzu Ute taking out a consecutive win, having taken out the gong in 2018 and remaining in third place this year.


“In fact there’s very little between the major competitors in the industry and only five percentage points separate the top dozen car manufacturers in May who all exceeded the industry average of 92 per cent for the month,” she said.

“What the leaderboard in May does show is that a variety of car manufacturers are performing well despite targeting different segments of the consumer market. Luxury car maker Lexus, the family appeal of the dependable Volvo and the ‘tradie friendly’ Isuzu Ute all target distinct markets that would on the surface have little direct competition.”


Volvo last took out a Roy Morgan customer satisfaction win in 2013.


To arrive at these ratings, Roy Morgan surveyed more than 50,000 customers in the 12 months to May, including in-depth interviews with more than 40,000 vehicle owners.

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