• 14 Lexus retailers selected from over 300 throughout Europe for exceptional standards of guest experience
  • Awards reflect how Lexus’ unique omotenashi approach to hospitality delivers service tailored to each customer’s requirements

Acknowledging the crucial role they play in maintaining the luxury car maker’s world-class reputation for customer satisfaction, Lexus retailers from across Europe have been recognised in the annual Kiwami awards for excellence in guest experience. The awards programme, now in its 4th year, honours those who have best embraced the luxury car brand’s uniquely Japanese philosophy of omotenashi in their interaction with customers.

Omotenashi, which has been a cornerstone of the Lexus brand since its foundation over 30 years ago, centres around the retailer treating the customer as if they were a guest in their own home. In particular, it involves exceeding expectations by anticipating the customer’s needs before they do themselves. In a retail environment this finds expression in the level of appointment, facilities and ambience of the showroom and service area, the courtesy accorded to the customer, and the quality, timeliness and flexibility with which the service is provided.

The Kiwami Award takes its name from the Japanese word for “ultimate,” with just 14 winners selected from among more than 300 Lexus centres across Europe. The judging process consists of a two-stages, encompassing both the retailer’s guest experience standards and their overall business performance. Alongside a commitment to upholding Lexus’ standards in all aspects of their business, they must preside over a sound financial structure and demonstrate performance in line with their business and sales plans.

Pascal Ruch, Head of Lexus Europe, commented: “These awards are a reflection of the investment we make across the European dealer network to ensure that our representatives achieve the highest standards of omotenashi in all areas of their business, as we strive to do across the Lexus organisation. From product design and performance right through to servicing, this translates into going the extra mile for our customer at every turn.

“Rooted as it is in our brand, omotenashi provides a unique and enduring competitive advantage for both Lexus and our retailers, and we look forward to our Kiwami winners reaping the rewards of their exceptional efforts over the past year.”

The winners of the 2020 Kiwami Award are :

  • Lexus Tbilisi / Caucasus (Georgia)
  • Lexus Annemasse / France
  • Lexus Osnabrück / Germany
  • Lexus Padova / Italy
  • Lexus Astana / Kazakhstan
  • Lexus Romerike / Norway
  • Lexus Trójmiasto/ Poland
  • Lexus Warszawa-Żerań / Poland
  • Lexus Togliatti / Russia
  • Lexus Voronezh / Russia
  • Lexus Sabadell / Spain
  • Lexus Guildford / UK
  • Lexus Cardiff / UK
  • Lexus Odesa / Ukraine

(winners by country in alphabetic order)