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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.

Toyota Mirai, Lexus LS show off Advanced Drive assists with OTA updates, AI

TOKYO — Toyota Motor Corp unveiled on Thursday new models of Lexus and Mirai in Japan, equipped with advanced driver assistance, as competition heats up to develop more self-driving and connected cars. Toyota's latest launch comes as automakers, electric car startups and tech giants invest heavily in so-called active safety features. The Japanese carmaker's new driving assist technology, or Advanced Drive, features a level 2 autonomous system that helps driving, such as limiting the car in its lane, maintaining the distance from other vehicles and changing lanes under the driver's supervision on expressways or other motor-vehicle-only roads. The system can even handle lane merges, and when passing trucks its lane system will move the car further to the opposite side of its lane. The car will recommend a course of action to a driver before executing it. The system also features a camera to monitor the driver's actions and level of attentiveness, and if the driver seems unresponsive or incapacitated, the car will pull itself over. The luxury sedan Lexus LS will be on sale from Thursday, costing between about 16.3 million yen ($148,600) and 17.9 million yen ($164,000), while the second-generation Mirai hydrogen fuel cell car will be offered on April 12 at between 8.4 million ($76,900) and 8.6 million yen ($78,750). This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. The new models are Toyota's first products brought to the market that provide over-the-air updates and utilize AI technology centered on deep learning, said Toyota executive James Kuffner, who is also the head of Toyota's research unit Woven Planet. "This is really an important first step in our journey towards software-first development," he said at an online briefing on Thursday, adding that the company has tried to design the software to be truly global and to provide re-usability. In the future, software features on cars will be "upgradable" and "more customizable" much like how people personalize their smartphones, Kuffner added. Fully self-driven cars are still likely to be years away, but rival General Motors early this year made a splash at the virtual Consumer Electronics Show with a fully-autonomous all-electric flying Cadillac concept, while Chinese search engine operator Baidu unveiled a partnership with local car brand Geely.

Lexus reportedly working on two different successors to the LFA

The successor to the Lexus LFA is beginning to take shape — in unofficial rumors, at least. The firm's next supercar will reportedly make its debut in the coming years with a V8 under the hood, and it will be followed by a battery-electric model due out at the turn of the decade. Citing anonymous inside sources, Japanese magazine Best Car wrote that the long-awaited car that will take the torch from the limited-edition LFA will land in showrooms in 2025. As we've previously reported, it will be powered by a gasoline-electric hybrid powertrain built around a mysterious 4.0-liter V8 engine fitted with two turbochargers. The publication adds that the coupe, whose name hasn't been confirmed, will be launched as a regular-production model and that it will be built on a version of Toyota's TNGA-L platform. This is the same architecture found under the LC and the LS, among models, and using these foundations should allow Lexus to keep the car's cost in check. Engineers could peg the hybrid system's total output at around 700 horsepower, and Best Car reports that the car's front end will borrow styling cues from the Electrified Sport concept (pictured) introduced in December 2021. If the report is accurate, sales will start in 2025. Speaking of which, the Electrified Sport will make its debut with a battery-electric powertrain in 2030 at the earliest. Its design will evolve over the next eight-plus years; it sounds like what we saw in December 2021 more accurately previewed the hybrid supercar than the electric one. It could hit 60 mph from a stop in under 2 seconds, and it could offer a maximum driving range of over 430 miles. Interestingly, the same report points out that the Electrified Sport might use solid-state batteries. That technology's not ready, but Lexus has plenty of time to fine-tune it. Toyota GR GT3 Concept View 8 Photos On the Toyota side of the family tree, the GR GT3 concept unveiled in January 2022 is allegedly on its way to production (in one form or another) as well. It will initially spawn a race car built to GT3 specifications, as its name implies, and it will benefit from the lessons that engineers learned while designing a road-going, Le Mans-inspired hypercar that Toyota consigned to the automotive attic in August 2021. Whether the GR GT3 will be related to the LFA's successor is up in the air, though it doesn't take a significant stretch of the imagination to speculate that some parts will be shared.