Lexus has done it! For the 10th year in a row it has come top in the J.D. Power and Associates/What Car? 2010 UK Vehicle Ownership Satisfaction Study (VOSS) thanks to continuous and unsurpassed levels of service and satisfaction.
Brushing aside ever-more-competitive rivals, Lexus earns a massive customer satisfaction score of 846 on a 1000-point scale. Owners are particularly happy in three of the four key measures: vehicle quality and reliability, vehicle appeal and service satisfaction.
Jaguar shows the strongest year-on-year improvement and receives high ratings from owners in vehicle appeal and service satisfaction. The Jaguar XF also ranks highest in the executive/luxury car segment.
'It's a fantastic performance from Jaguar and great news for the brand,' said Steve Fowler, editor of What Car? 'It's also great to hear that the XF, which we made our Car of the Year in 2008, has gone on to please owners enough to make it the top car in its class.'
The 2010 UK Vehicle Ownership Satisfaction Study (VOSS) is based on the evaluations of more than 17,000 online interviews from UK car owners after an average of two years of ownership. The study was fielded in December 2009 and January 2010. Owners provide detailed evaluations of their vehicles and dealers, which cover 67 attributes grouped in four measurements of satisfaction. In order of importance, they are: vehicle appeal (37%), which includes performance, design, comfort and features; vehicle quality and reliability (24%); ownership costs (22%), which includes fuel consumption, insurance and costs of service/repair; and dealer service satisfaction (17%).
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