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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 launching new Crafted Line special editions at Pebble Beach

Over the course of the past 25 years, Lexus has done one heck of a job winding its way into the luxury automobile market previously dominated by the Germans. And now it aims to take another step into the luxury arena with The Crafted Line by Lexus.
Set to debut at Pebble Beach later this month, the Crafted line offers the Storm Trooper treatment with high-contrast white paint and black trim. The interiors are done up in two-tone black and red, and Tumi has done up a special set of luggage to match.
The special edition will be available on the ES350 as well as the F Sport versions of the LS460, GS350, IS250 (in both rear- and all-wheel drive) and RX350 AWD. Each will be limited to around 1,000 examples (give or take, depending on the model), with pricing set to start at around $42,000 for the ES pictured above. Scope out the full details in the press release below.

2022 Lexus NX gives a peek with Japan's highest peak

Lexus is nearly ready to introduce the second-generation NX. It released a postcard-like preview image of the crossover with the planet's seventh-highest peak located on an island. "The future of Lexus is just on the horizon," the company explained in a release accompanying the image. That's a little misleading; the photo shows Mount Fuji, a 12,388-foot high volcano in Japan, on the horizon. It's what's in the foreground that's about to break cover. One of the biggest visual changes made to the NX (which was the second-best-selling Lexus model in 2020) is the addition of a light bar that stretches across the hatch. It connects the rear lights, and it's underlined by "LEXUS" lettering written in bold capital letters. This styling cue marks a major departure for the brand. Nearly all of the cars it has released since its inception in 1989, including the V10-powered LFA, have worn its L-shaped logo out back. It's not unreasonable to assume this is a styling cue that will spread to other members of the range, like the popular RX. Beyond that, it's difficult to tell how the next NX will stand out from the current model introduced in 2014. We're not expecting a revolution. The crossover's silhouette won't drastically change, and its spindle-shaped grille isn't going anywhere. It might grow, if stylists follow recent design trends, though hopefully not to Fuji-like proportions. Bigger updates will likely be found in the cabin, where a raft of new tech features will trickle down from bigger models. Lexus will unveil the next-generation NX online on June 11. It will stream the event on a dedicated website starting at 11 a.m. Eastern time, which is 8 a.m. in Los Angeles. Sales will start nationwide shortly after.