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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.

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. 

Lexus LC Convertible might be revealed at the Goodwood Festival of Speed

Lexus reportedly has plans to reveal a Lexus LC Convertible at this year's Goodwood Festival of Speed. The news comes from a Roadshow report, citing multiple, anonymous Lexus sources. One is right to be skeptical, but an LC Convertible seems likely after seeing the concept revealed at the Detroit Auto Show at the beginning of the year. We liked what we saw back in January, and the "concept" looked nearly production ready. Lexus hinted a production version may be on the way, and it looks like we might see the delivery of that car in early July. The Goodwood Festival of Speed runs July 4-7. That concept car was missing a roof, but we imagine Lexus will be fitting a space-saving soft top for the production car. Space is limited in the LC500's small trunk, and a bulky hard top would just about kill it entirely. However, the gorgeous lines of the LC500 will most likely suffer from such a top — it's pretty much impossible to replicate the coupe's sweet lines and styling with a fabric top. The idea of an LC Convertible is sound, though. It makes sense for Lexus to take advantage of the beautiful and exotic design of the LC500 for more models, especially as BMW dives head first into this arena with multiple flavors of the 8 Series. As convertibles typically are, we'll expect this one to be more expensive and slower than the coupe. The LC500 starts at $93,325, including the $1,025 destination charge. Lexus says acceleration to 60 mph with the 5.0-liter V8 takes 4.4 seconds. We wouldn't be surprised to see a price tag arching over $100,000, and a couple tenths knocked off that 0-60 mph time with an inevitably heavier car. The Goodwood Festival of Speed is as good a place as any to reveal something like an LC Convertible. We'll be on the grounds in England when the time comes, so check back to see if Lexus decides to pull the covers off in a few weeks.