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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 boots up early NX configurator

Lexus is ramping up to launch its NX luxury compact crossover. Its international website just launched a teaser page for the CUV that shows off the available models and some nifty new photos of the upcoming vehicle on location. The site also includes an early configurator to allow potential customers to imagine their future NX.
Unfortunately, the configurator is quite bare bones at the moment. It only allows users to choose from 4 trims, 10 colors and 3 wheel designs. You can't do anything to the interior, and there are no options. Pricing is still a mystery as well.
We do know that in the US the NX is offered with either the company's new 2.0-liter four-cylinder, turbocharged engine with a six-speed automatic or a 2.5-liter four-cylinder hybrid powertrain. The F Sport package is also available with either engine for a dash more sport in your crossover.

Next Lexus RX looks ready to roll

Lexus' bread-and-butter crossover, the RX, has been long overdue for a substantial redesign, with the current third-gen crossover entering its sixth year on sale. Considering this, it's no surprise that the fourth-generation RX is well on its way to production readiness, as evidenced by our latest round of spy photos. This new model looks larger than the current RX, like the wheelbase has been stretched, which would likely explain reports that the company was looking at an optional third-row for the mid-sizer. Aesthetically, the Lexus spindle grille is easy to spot, as are its aggressive headlamps. It's unclear based on these images if the RX will adopt the same styling statement seen on the RC, IS and NX, with sharp LED running lamps mounted below the actual headlights, but it certainly seems likely. Besides the design changes, our spies report that Toyota will be working hard to shed weight, likely through the use of aluminum for the doors, hood and rear hatch. Underhood, expect the typical combo of a gas-powered six-cylinder as well as the V6/hybrid setup found in Lexus' 450h models. As for when we could expect to see the next-gen RX, your guess is as good as ours. Geneva is, as always, a candidate, as is April's New York Auto Show. Of course, should we confirm a debut at either show, we'll be sure to let you know. Stay tuned.