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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Latest Lexus LC500 Inspiration Series coupe sports a carbon-fiber roof, rear spoiler

The Lexus LC500 has been treated to a spate of Inspiration Series limited-edition models, and the 2021 LC500 coupe Inspiration Series has just been announced. This fifth such effort sees the LC500 don a carbon-fiber rear spoiler, a carbon-fiber roof, a limited-slip rear differential, a performance rod with damper for the rear suspension, and assorted visuals. The 471-horsepower naturally aspirated V8 is unchanged. Unlike the already-announced 2021 LC500 Inspiration Series convertible, which features a sky-like palette consisting of a blue exterior and a white leather interior, the 2021 LC500 Inspiration Series coupe goes dark with an Osdiian (black) exterior including black 21-inch wheels. Inside, there's black Alcantara with brown accents. Equipment includes a head-up display, 915-watt Mark Levinson audio system, and a SmartAccess Card Key. As with previous Inspiration Series models, including last year's Nori Green Pearl example and this Flare Yellow job from 2019, production is limited to 100 units for the U.S. market. Pricing has not been announced, but you can expect this stealth Lexus to roll into dealerships later this winter. Related video:

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.