• Awards acknowledge exceptional business performance by Lexus’ retail partners and the maintenance of Lexus omotenashi customer service despite the challenges of the past year
  • Judging process examined every aspect of the customer journey and business performance
  • 10 Kiwami Award winners from among around 300 European Lexus retailers

Lexus has honoured 10 of its retail partners as the best in Europe in its 2021 Kiwami Awards, rewarding all-round excellence achieved in the most challenging trading conditions the brand has ever experienced.

For this, the fifth year of the awards programme, the exacting judging standards took into account the crucial way retailers have adapted their procedures and their premises to ensure the health and safety of customers and staff and compliance with local restrictions and guidelines.

The principles of Lexus’ omotenashi customer service – treating a customer as you would a guest in your home – are central to the brand and have been successfully maintained as businesses adapted their operations and processes. New methods have been developed quickly and effectively to ensure people can still access the services, support and information they need, both for vehicle sales and repair and maintenance with the peace of mind that all necessary precautions have been taken to protect their health and safety. Video consultations with sales executives and test drives respecting social distancing and hygiene requirements are among the concepts that have been introduced or significantly developed.

The assessment of retailers’ performance for the awards included enquiries and visits by mystery shoppers who assessed every aspect of the customer journey, including this year the strict observance of Covid protection measures. These elements were in addition to the monitoring of courtesy, promptness and thoroughness of response, the quality of the facilities and the services provided. Lexus has around 300 dealerships across the region, among which the Kiwami winners are acknowledged as the finest (the award takes its name from a Japanese word meaning “ultimate”).

Pascal Ruch, TME Vice President in charge of Lexus Europe, said: “Our retail partners have had to address unprecedented circumstances in the past year, prioritising the health and safety of their teams and their customers, while also doing their utmost to maintain the finest Lexus omotenashi guest experience. Their efforts have been exceptional and I am proud of how they have maintained such impressive standards of customer care and business quality in such a challenging operating environment.

“The Kiwami Awards reward those who have achieved the greatest all-round performance, but our sincere thanks go to all our retailers who have worked tirelessly in the past year in support of the Lexus brand.”

With the Covid pandemic precluding the hosting of the traditional awards celebration, each winner will receive a personalised video message celebrating their success, together with their award.

The 2021 Kiwami winners are:

  • Lexus Tblisi – Caucasus/Georgia
  • Lexus Dijon – France
  • Lexus Filderstadt – Germany
  • Lexus Kifisias – Greece
  • Lexus Padova – Italy
  • Lexus Romerike – Norway
  • Lexus Trójmiasto – Poland
  • Lexus Krasnodar – Russia
  • Lexus Sabadell – Spain
  • Lexus Derby – UK

(winners by country in alphabetic order)