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Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.

Lexus TX three-row SUV coming in about 18 months

When we drove the 2018 Lexus RX 350L for the first time, we called it "generally a far superior vehicle to the GX," but also a "seemingly quick-and-dirty solution" to address the chasm in the Lexus lineup: Lack of a large, three-row SUV on a unibody chassis to counter competition like the Mercedes-Benz GLS and BMW X7. Lexus die-hards were asked to accept the compromises of the silken RX L or parachute into the truckish LX (because the GX is shorter than the RX L). Automotive News reports there's a patch coming. Sources told the outlet a model called the Lexus TX will put three-row seating for adults on a unibody architecture, debuting about six months after the three-row Toyota Grand Highlander that's expected in the middle of 2023. Bolstering that report, Toyota applied to trademark the TX name in 2009, then suspected to be a Mercedes-Benz GLK fighter below the Lexus RX. Toyota followed that up with applications for TX 350 and TX 500h in 2020. The Grand Highlander is the key piece, the TX being Lexus' version of the Toyota. We don't know how much length either vehicle will bring to showroom floors. The 2022 Highlander is 194.9 inches long, the RX 350L stretches two inches beyond that to 196.9 inches. The 2022 Toyota Sequoia is 205.1 inches long, nearly five inches longer than the 2022 Lexus LX. That gives Toyota a hair over eight inches to play with — comparing the RX L with the Sequoia, and assuming the all-new 2023 Sequoia doesn't break the measuring tape — if it doesn't want to present the Grand Highlander as merely a unibody Sequoia. Both new three-row models will be built at Toyota Motor Manufacturing Indiana, in the process of an $803 million makeover "in preparation to introduce two all-new, three-row SUVs." When the automaker announced the investment in the Princeton, IN facility, it said both models would offer seating for up to eight people, hybrid powertrains, "a semi-automated driving system — which will allow for hands-free driving in certain conditions — a remote parking system allowing the driver to park and unpark from outside the vehicle using a smartphone, and a digital key that turns a user's smartphone into their key and allows them to share it digitally." Lexus dealers no doubt have their calendars circled. The chairman of the brand's National Dealer Advisory Council told AN the TX "can't come fast enough." Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

Lexus: Make Some Noise

The 2015 NX is a seriously important vehicle for Lexus, as it not only moves the brand into a new segment, but pushes it towards a younger demographic. The Japanese brand's 2015 Super Bowl ad reflected these facts, with an expressive, stylish spot that focused on the aggressive lines of its new crossover. It's not a funny spot (which is kind of the modus operandi for Super Bowl ads), but it gets the turbocharged CUV out in front of the masses. Take a look at our full drive on the all-new NX200t.