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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.

2017 Lexus Model Year Preview and Updates

As the market for luxury and near-luxury vehicles continues to expand, Lexus intends to grow its already-dominant share; new entries and updates to existing models reflect that. Biggest news for this calendar year – if not the 2017 model year – is unquestionably the introduction of the 2018 LC 500 - pictured above - and LC 500h, high-performance 2+2 coupes powered by either a blazing 5.0-liter normally aspirated V8 (LC 500) or full-hybrid system (LC 500h). Complementing their spring intro is the arrival of a redesigned LS 500 sedan, also making its debut as a 2018 later in this calendar year. LEXUS CT 200h: Lexus' hybrid hatch, nearly invisible from a marketing standpoint, receives new colors in 2017: Atomic Silver Caviar, Autumn Shiver and Blue Vortex Metallic. ES: The various ES trims, including the hybrid, incorporate the Lexus Safety System+ as standard equipment. Display Audio adds the Scout GPS link and all trims receive rain-sensing wipers. GS: Lexus' 5 Series weapon, sold in four variants – 200t, GS 350, GS 350 AWD and GS 450h – incorporates the Lexus Safety System+ as standard, offers a limited-slip differential option for the GS 350 RWD and supplies navigation on the 200t free of charge. IS: The compact Lexus four door receives an in-your-face refresh. A new front fascia, headlamps and wheel designs constitute the significant updates. Inside, the infotainment screen is enlarged, and the Lexus Safety System+ is made standard. LC: Lexus' 2+2 halo is all-new, and comes in two variants: LC 500 is V8-powered, while the LC 500h is equipped with a V6 and fully hybrid integration. The coupe is in Lexus showrooms by May, 2017. LS: The 2017 LS drove into the model year with minimal changes. The big news is the introduction of an all-new 2018 LS in the fourth quarter of this year. RC: Lexus' four-place coupe receives new wheel finishes on both 18-and-19-inch wheels, as well as available triple-beam LED headlamps. In the RC 350 performance dampers are made standard, and in all models the Display Audio receives a Scout GPS link. GX: Little substantive news for the Lexus GX SUV, but heated/ventilated front seats are available as a standalone option, and second-row captain's chairs are standard on the Luxury trim and available on Premium. Finally, the GX receives an optional Sport Design Package, a set of cosmetic upgrades targeting those with a taste for urban adventure.

2019 Lexus ES 350 F Sport Quick Spin Review | Yet another Lexus surprise

The 2019 Lexus ES 350 F Sport truly cements that "driving like a Lexus" now means something far different than it ever did before. It's not dull, it's not anonymous and old ladies probably won't like it. It should not be painted pearlescent white. Instead, the new ES is genuinely engaging to drive, feeling every bit like it was spawned from the same gene pool as the lustworthy LC coupe and surprisingly sharp LS flagship sedan. I actually enjoyed driving it more than the BMW M550i, and I liked driving that car quite a bit. Seriously. No one is as surprised by that statement as the guy who typed it. It really comes down to what you feel through that F Sport steering wheel, through your heels planted in the floor below, and the seat of your pants that's now placed lower in a sportier driving position. The 2019 ES 350 is one of those cars that manages to shrink around you as you hustle it along, feeling much smaller than its full-size sedan dimensions would indicate. It may be based on the Avalon, but that car never felt as lithe and responsive as its Lexus cousin. The extra structural rigidity of the ES is part of the equation. Now, to be fair, the ES in question is the F Sport model fitted with the optional Adaptive Variable Suspension derived from the divine LC, which no doubt helps the dynamics compared to lesser ES trims. But judging by the impressions of others, plus the rest of Lexus' redone lineup, lower-trim ESs seem to drive well. Even the base cars come with novel swing-valve shock absorbers designed to ably soak up bumps while keeping things level around corners. The electric power steering motor has also migrated from the column to the rack – a sure fire way to improve steering feel. And that it does, plus Lexus has a knack of tuning the various steering settings (Normal, Sport and Sport+) to be subtle in their increase of effort. There's no overly stiff weighting to satisfy the notion that "sporty" steering equals "stiff" steering, as is often the case in cars with variable drive settings. Appropriately, I drove in Normal around town and in Sport+ on my mountain road evaluation route. The differences aren't night and day -- it still feels like you're driving the same car -- it's just been tweaked slightly for ideal performance. These drive settings also adjust the adaptive suspension, if so equipped.