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.

The Which? report, based on its own extensive tests and consumer feedback on reliability from more than 40,000 car owners, names the UK’s best and worst car buys. Which? is a brand name used by the Consumers' Association, the largest consumer organisation in the UK.

Faring particularly well in the diverse and fiercely competitive larger SUV segment, the Lexus RX took the prized Which? ‘Our Pick’ spot. As well as being noted for ticking all of the boxes as a luxury SUV, Which? customer survey results position the range-topping Lexus hybrid SUV as “one of the most reliable new cars you can buy”.

Another class leader, the Lexus CT 200h takes top spot as the Which? ‘Our Pick’ medium car. Survey results show that 94 per cent of CT 200h remain trouble-free in the first three years of ownership, proving it to be the most reliable medium car you can buy new today.

Alongside the recognition for individual vehicles, the Which? Car Guide places Lexus as its carmaker of the year in its brand reliability table, with 64 per cent of Lexus models on sale receiving ‘Best Buy’ status.

Full list of Lexus accolades:

Category Model Status

Medium cars Lexus CT 200h (2011-) Our Pick and Best Buy

Used large cars Lexus IS (2005-2012) Best Buy

Used large cars Lexus LS (2007-2012) Best Buy

Larger SUVs Lexus RX Hybrid (2015-) Our Pick and Best Buy

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.”

En route to the top spot, Lexus achieved the highest rankings for the interior and comfort, exterior and reliability categories. Significantly, the results are based on the opinions and experiences of car owners rather than experts and commentators, and Britain’s motorists once again responded in their thousands to the survey.

Lexus models also dominated the Driver Power model categories, with the RX taking the award for Best Premium Large SUV and rated best for interior and comfort; the RC coupe emerging as Best Sports Car and best for reliability and build quality; the IS saloon Best Compact Executive Car and runner-up to the Best New Car of the Year; and the GS saloon named Best Executive Car.

Driver Power is the UK’s largest, most comprehensive car satisfaction poll. Success in the survey is based on the first-hand experience of thousands of UK car owners who responded to Driver Power survey questions about the quality, reliability and performance of their vehicle (up to two years old) and the service they receive from retailers and repair shops.

Steve Fowler, Auto Express Editor-in-Chief, said: “It’s fantastic to see Lexus top the Driver Power brand ranking for the third year in a row. The company has a proven track record of building luxurious, desirable and comfortable cars, and the stellar reliability rankings Lexus continually generates will be the envy of many carmakers, too.”

Ewan Shepherd, Director of Lexus in the UK, commented: “It’s 30 years since the Lexus brand was born and it’s always been our aim not just to deliver the best customer service, but also to redefine what great service means to today’s customers. It’s this core commitment to excellence, a line-up of great new products and the hard work and dedication of everyone who works for Lexus – especially our retail partners – that has helped us once again claim top place in the Driver Power manufacturer rankings.”

For more information please visit: https://www.autoexpress.co.uk/driver-power

“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.