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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.

2015 Lexus RC F

I didn't get a chance to drive the Lexus IS F until 2009, two years after the car had gone on sale, but I still vividly remember the day it happened. Having piloted almost every other vehicle in the Lexus lineup at that point, I was stoked to finally get some wheel time in the V8-powered, flared-fender muscle sedan, but fully expected the car to offer a quick, sanitized and ultimately un-driverly experience. Lexus built well-screwed-together, comfortable, quiet, reliable luxury cars for the timid, right?
As it turned out, I was 100-percent incorrect. When the premium brand's lauded "skunkworks team" crammed that massive V8 into the innocent IS, and then tuned the thing for competent hot laps at Fuji Speedway (F = Fuji, if you haven't heard), they seemingly forgot every brand value that Lexus had curated over the previous 20 years. It was raw and loud, had fast-twitch reflexes and a penchant for power slides, and it went unyieldingly across the road surface like a racecar cut loose from the paddock.
As far as Ur- models and origin stories go, the IS F and Lexus F has a pretty compelling, if new, set. A backdrop against which the sequel, this 2015 RC F, must inevitably be viewed. Sure, the otherworldly LFA may have intervened as the second F model, but the RC carries forward an evolution of the 5.0-liter V8 thumper, some shared body and chassis constructions, similar in-your-face design and a ticket price that's squarely in the mix for premium buyers with a hankering to smoke tires.

2014 Lexus GX 460

The Toyota 4Runner has always held a special place in my heart for its boxy styling and off-road prowess, but until now, I never had the chance to drive its more luxurious cousin, the Lexus GX 460. Granted, the GX actually has more in common with the foreign-market Land Cruiser Prado, but all three SUVs ride on the same body-on-frame platform.
Originally an answer to the luxury SUV craze from the early 2000s, the GX hasn't changed all that much since its introduction more than a decade ago. It's a big SUV with plenty of space and crammed with just about all the luxuriousness Lexus could fit into a 12-year-old vehicle, but, more importantly, it still has the chops to go places many vehicles in its segment wouldn't dare venture. And just for good measure, Lexus tacked on its new signature spindle grille in what has to be its most pronounced appearance yet.
I've had a chance to drive most of the latest Lexus products (including the IS, ES and GS) to see just how competitive Toyota's luxury arm has gotten in recent years, but after spending a week with the 2014 GX 460, it's refreshing that, for now, Lexus has resisted the urge to follow some of its rivals in replacing rugged, body-on-frame SUVs with softer, car-based crossovers.