Lexus has secured the top spot in Widewail’s 2025 Brand Reputation Scorecard, achieving an impressive 97 out of 100 points and reaffirming its status as a leader in both overall and premium automotive categories.
The study, based on the analysis of over eight million Google reviews from U.S. automotive customers, utilized Widewail’s AI to evaluate brands across 27 aspects, factoring in positive, neutral, and negative ratings.
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This marks Lexus’s second triumph in Widewail’s rankings, improving its score by two points from the previous edition. Toyota followed closely in second place with 96 points, while Lexus outpaced other premium competitors, with the nearest rival scoring two points less and ranking fourth overall.
Widewail highlighted Lexus’s standout professionalism and service quality, noting an average of 27 positive reviews per location each month—a 26% year-on-year increase—with an exceptional customer rating of 4.7 and a 96% response rate.
The brand excelled in 10 of 16 key market indicators, with customers 36% more likely to praise the professionalism of Lexus employees compared to competitors. Additionally, Lexus recorded the fewest negative comments about car servicing in the industry.
The company attributes its success to its commitment to the Japanese hospitality philosophy of Omotenashi, which prioritizes anticipating customer needs and delivering seamless service experiences.
This approach is consistently reflected in Lexus showrooms globally, with Polish facilities frequently earning the European KIWAMI award, recognizing excellence in service quality.
Widewail’s study underscores Lexus’s dedication to maintaining the highest customer service standards and its ability to translate showroom visits into sustained customer satisfaction and loyalty.
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