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Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.

Lexus building just 650 Black Line RC coupes

Lexus has yet another limited edition line of cars on the way, following up on its special RC F and GS F models. The new edition is the RC F Sport Black Line, and it's actually not available on the V8 RC F. It's only for the turbocharged four-cylinder RC 300 and naturally aspirated V6 RC 350. What the package adds is either gloss black or silver paint accented by black chrome trim on the grille and windows rather than the standard shiny silver chrome. Other exterior details include matte black wheels and brake calipers in either orange or black. The black and orange theme continues inside, where orange stitching stands out against a black interior. The steering wheel is unique to the special edition and has black-stained wood trim. The special edition goes on sale this spring. Only 650 examples will be built. In addition to being available on either the four-cylinder or V6 models, it can be had with rear- or all-wheel-drive. The base prices start at $52,725 for the rear-drive four-cylinder and go up to $57,115 for the all-wheel-drive V6. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Featured Gallery 2018 Lexus RC F Sport Black Line: New York 2018 View 13 Photos Image Credit: Live photos copyright 2018 Drew Phillips / Autoblog.com New York Auto Show Lexus Coupe Luxury lexus rc

Lexus to offer no-haggle policy at dealers

The automotive world hasn't seen no-haggle pricing in the US since Saturn collapsed in 2009, but Lexus is about to bring it back. The idea originated in company discussions with dealers two years ago, with dealers saying that a segment of potential buyers didn't enjoy negotiating a price. In order to find out how firm pricing will alter the landscape, 12 Lexus dealers will begin the pilot project at the beginning of 2016. That means new and used cars, parts, and service will come with fixed prices, according to the Detroit Free Press. Jeff Bracken, general manager of the Lexus brand, held up a Phoenix Toyota dealer as a success story, noting that the dealer's no-haggle strategy has worked for 12 years. Outside consultants will train employees at the selected outlets, and its effectiveness will be examined nearly every week. Prices can be changed, "but the expectation is that they remain unchanged for months at a time," and any incentives can still be deducted from that set price. The key to getting usable results - whether the program sticks around or not - is that those 12 dealers have to accept that some customers are going to walk out the door if they can't get the deal they want. Bracken said he expects sales and market share to decline some once the project begins, but only for a few months. After customers get accustomed to it, Bracken said he expects the initiative to be a success and expand to other company dealerships in 2017, even if not all Lexus dealers sign on. Related Video: News Source: Detroit Free PressImage Credit: Mike Windle/Getty Images for Pandora Media, Inc. Lexus Car Buying Car Dealers Used Car Buying Luxury