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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 postpones 2021 IS debut indefinitely

The new 2021 Lexus IS sports sedan was scheduled to make its debut today, but Lexus has made the decision to postpone the digital unveiling indefinitely. Lexus cites respect for "the recent global situation" as the reasoning for the postponement.  This week, Lexus released a simple statement on the digital debut of the 2021 IS. "Considering the recent global situation, Lexus has respectfully postponed the premier of the new IS, which was originally scheduled for 8:00 a.m. Japan Standard Time, June 10," it said. "Revised timing will be announced soon." With worldwide outpouring of civil protests in regards to the death of George Floyd, police brutality and the movement for police reform — all in the midst of a pandemic — it seems like a malapropos time to unveil a new car. Autoblog reached out to Lexus for further clarification on when the car would debut, and the company said it hopes to have more news at a later date. When it does debut, the next-generation sports sedan will utilize rear-wheel drive, and we expect all-wheel drive to be an option. According to a report from Motor Trend, the new IS will ride on an evolutionary modified version of its current "New N" platform, as opposed to an all-new setup, but that is unconfirmed. Like the current IS, the upcoming IS will likely offer both four-cylinder and six-cylinder powertrains options, though it is unclear what the power will look like. Related Video:

Lexus LF-C2 Concept shows polarizing looks are here to stay

Well, that's one question answered. When Lexus released the first teaser for its LF-C2 Concept, we figured it'd be one of two things - either it'd be a convertible based on the LF-LC Concept car or it'd be a thinly veiled concept version of the RC Convertible. Turns out, it's kind of both.
The LF-LC styling straddles the wilder, concepty looks of the LF-LC and the still wild, but more grounded, looks of the RC. That doesn't mean it's not a polarizing piece of design, with Lexus styling trademarks like the dominating spindle grille and separate LED running lights. Lexus' knife-edge cuts and folds in the bodywork have been toned down relative to past concepts, but the overall look here, particularly in the rear fenders, is rather busy.
"The LF-C2 concept shows what's in store for our brand's future design direction," Lexus boss Jeff Bracken said. "This concept shows consumers around the world Lexus' devotion to emotional designs as well as our passion for an exceptional driving experience."