Lexus Cardiff has been crowned the winner of the 2019 Lexus Centre of Excellence Award for 5-Star Performance, a win like this is not unusual for Lexus Cardiff, as this is now their third award from Lexus in as many years. In 2018, Lexus Cardiff celebrated their win for the Lexus After-Sales Customer Experience award, and in 2017 they won the Lexus Centre of Excellence Award for 5-Star Performance, for the first time.
Darryl Evans, the Centre Manager, has been working with his team to ensure his Centre upholds the Lexus standards for guest experiences. He said, “At Lexus Cardiff, we focus daily on customer experience management and making sure that our customers are treated as if they were guests in our own home, which upholds the Lexus Omotenashi philosophy. This focus has culminated in us winning the Lexus Centre of Excellence Award for 5-Star Experience twice in the last three years, something we are all extremely proud about within the dealership.”
To attain this, Lexus Cardiff needed to reach the best average score across many mystery shops that are conducted from Lexus within the Centre, in both their sales and after-sales departments. To win the award, Lexus Cardiff managed to average a terrific 88% across all mystery shops, with a mammoth 99.1% score from new car sales. There are 57 questions which the team need to score well on, and this must be attained in every mystery shop. Making this even more impressive, is that there are a total of 47 dealers across the Lexus network, and Lexus Cardiff managed to score the highest average overall result.
To achieve the 2019 Centre of Excellence Award for 5-Star Performance is a monumental accomplishment, especially as Lexus GB themselves has won an unparalleled number of awards, including the Which Car? Best Car Brand award, so this truly demonstrates the quality of vehicles and the standard of customer care provided by Motorline at Lexus Cardiff.
A huge congratulations are needed for Darryl and the team, and a massive thank you for providing reliability in your standard of service. Consistency is key, which is why this has been the third win for the team – we are sure this will not be the last.
If you're looking at experiencing the standard of excellence that is on offer from Lexus Cardiff, we would love to welcome you.