Posted on 18 March 2021


Lexus has retained its title as the top-rated new car retail franchise in the National Franchised Dealers Association (NFDA) Winter Survey for 2020/21. It achieved an overall rating of 9.5 out of 10 against a survey average of 6.3. The score matched its achievement in the previous, summer 2020 survey.

The results confirm how Lexus continues to deliver industry-leading service to its customers and maintain a strong and productive relationship with its retailers. The twice-yearly survey is an independent benchmark industry report. It questions franchised retailers on significant aspects of their business relationship with their manufacturer on a wide range of topics including profitability, targets, training, incentives and day-to-day working relationships.

The winter edition of the UK survey was conducted in January this year and took into account the trading difficulties caused by the Covid pandemic. Notably, Lexus was rated highest among all brands on the level of support provided to retailers during this period.

Lexus also achieved the highest scores when retailers were asked to rate their franchise for future profit return and for ease of conducting day to day business.

Ewan Shepherd, Director of Lexus in the UK, said: “With the challenges our retailers have faced over the past year, it is extremely gratifying to achieve such a high rating for the support we have provided. It highlights the strength of the relationship we have with our retail partners, working together to deliver excellent service to our customers despite the exceptional trading conditions.

“The highly positive response to questions about future profitability was also significant as we develop our Lexus Electrified programme and introduce our first battery electric vehicle, the UX 300e alongside our market-leading self-charging hybrid models.”

Lexus Maintains its Status as the UK’s Top-rated New Car Retail Franchise