In total, 13,773 Norwegian car owners participated in AutoIndex 2022, the most comprehensive satisfaction survey in the country, rating cars registered in the period 2018-2021. The survey is carried out annually by Loyalty Group International.

"Reaching the first place in AutoIndex for 11 years in a row confirms that Lexus is in a class of its own in terms of quality and customer care," said Mikkel Korntved, Senior Vice President and Senior Advisor at Loyalty Group International. "They have established a unique corporate culture that ensures that it is easy and convenient to be a Lexus customer in everyday life. This overall experience differentiates Lexus from other car brands in Norway."

"In recent years we have opened several new retailers, and last year we set a sales record in Norway, but we have always been true to our strategy of delivering a different customer experience. The success is not only due to the fact that we deliver quality cars with character. It is also due to our efforts to make good service and customer care an integral and natural part of the brand. We know our customers really appreciate that. Our cars are produced in Japan, but the customer experience is produced in Norway”, comments Lexus Norway Director Jan Christian Holm.

Autoindex is Scandinavia’s largest car survey among private car owners. It looks at the entire customer experience that car buyers have with their vehicle and its brand’ sales and after-sales support. This year, more than 11,000 Norwegian car owners have contributed to the survey.

“This has become an annual party day for us!”, commented Knut-Erik Jahnsen, head of Lexus in Norway. “We want to give a unique experience to our customers, from their first visit to a dealer until they drive their new car and when they need service or follow-up. We work hard during the whole year, even sending our employees to elite courses in Europe and Japan to keep improving our service. It is wonderful that customers reward us year after year with this ‘best in the industry’ accolade.”

Autoindex is performed annually by Loyalty Group International and looks at several factors: the car and the driving experience (40% of the score), the dealer and the purchase experience (20%), service at the workshop (20%) and loyalty to the brand (20%). This year again, Lexus won in all 4 categories.

Lexus is known for being a dedicated engineer company, delivering unique solutions and high quality products. But the secret ingredient behind the dominance in Autoindex is, according to Jahnsen, to be summarized in one word: Omotenashi, the Japanese sense of hospitality.

“Omotenashi is a core value in Japanese culture. And thus also for Lexus. It's with us all the time. It's about our dedication to the customer and the product, and how, for example, thousands of hours are spent perfecting details such as colour choices and the sound of the car door when closing. Omotenashi is for us a constant reminder to anticipate our customers' needs and always deliver something more than what is expected. Simply showing an unconditional respect and care for the customer.”

“Receiving this award for the sixth time is nothing short of incredible. It is a testimony, not just to the quality of our cars, but to the effort and pride our dealerships put into their work. We feel humble and grateful towards our customers, who show us great trust and rank us so highly year after year. It is a strong motivation, and we will not be resting on our laurels. Continuous improvement is a fundamental ingredient of the Lexus philosophy”, says Tone Thunes, Marketing & Customer Care Manager at Lexus Norway.

Lexus also holds the top spot in Sweden for the sixth consecutive year, with the score of 892 points – a clear lead over all other brands.

"For us, the result is an important confirmation that we are doing the right thing but we are humble for the challenge of continually developing our customer care to continue to have the most satisfied owners" said Dick Zachrisson, Head of Lexus in Sweden.

AutoIndex is carried out on an annual basis by Loyalty Group International. This year, it is based on 15,934 unique responses from randomly selected car customers in Norway and more than 15,000 in Sweden. The survey covers 23 car manufacturers. The vehicles must be initially registered between 2010 and 2016.