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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 eschews production in China over quality concerns

One of the more popular trends in the auto industry is setting up production operations in China. Mainstream manufacturers like Ford, General Motors and Volkswagen have done it, and even luxury marques like Audi, BMW and Mercedes-Benz have or will soon have manufacturing ops in the People's Republic.
One company that isn't building cars in China, though, is Lexus. The Toyota-owned luxury brand still manufactures all of its vehicles in Japan (aside from a few RXs, which are built at a Toyota factory in Canada). According to Tokuo Fukuichi, Lexus just isn't ready to build cars there yet.
"The German Three have a brand image that they have cultivated over the past century in their long history, but Lexus is not in people's minds like that yet," Fukuichi-san told Reuters UK.

Fascinating if true: Toyota GR 86 could spawn Lexus variant

Neither the Toyota GR 86 or its Subaru BRZ platform twin are out yet, but there are already whispers of a third variant for the lightweight sports coupe. Japanese media are reporting that the GR 86 will spawn a Lexus variant, and that there's already a name for it, the Lexus UC. According to Japanese site Spyder7, the UC will stand for Urban Coupe, fitting in nicely with the Lexus UX nomenclature. It might measure slightly larger than the GR 86. The upcoming GR 86 has a length of 168 inches, but the report says the the Lexus UC could be almost a foot longer, with a total length of about 177 inches. That doesn't mean there will be any more interior room. The extra length will likely come from a heavily redesigned front and rear fascia, much more different than the GR 86 and BRZ are from each other. Lexus Enthusiast has a spy shot of the vehicle allegedly undergoing testing. The car in the photo wears a version of Lexus's trademark spindle grille. Meanwhile, Creative Trend reports that the UC's 2.4-liter boxer engine could be mated to a plug-in hybrid powertrain. Subaru does not currently have a PHEV system attached to that engine. The Crosstrek PHEV uses a 2.0-liter engine for its gasoline half, so if these rumors prove correct it would be a first for the 2.4-liter. The report also states that the interior might take on the new Lexus interface that debuted recently with the NX. That would differentiate the Lexus even more from the Toyobaru twins, which have almost identical cabins. While all of this still resides in the realm of rumor, Toyota did make one official announcement regarding the GR 86. It will make its driving debut at the Goodwood Festival of Speed, where the GR Supra made a similar appearance in 2018. We'll be looking for it when the event opens July 8. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.