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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 comes to SEMA with a wine-dispensing crossover

While some manufacturers are going neck-deep into the tuner car world for SEMA this year, Lexus is keeping it classy with a restrained lineup of cars with lighter modifications. It made sure to hit all of them though, even the tiny UX subcompact crossover. Here's the rundown: 2019 Lexus RC 350 F Sport Cross Country Custom The idea on this one was to pick up a few different modifications from different shops as it's driven across the country. Along the route it's picked up some RS-R USA springs, Vossen forged wheels with Nitto performance tires, Apexi N1-X muffler, a satin wrap and blue underglow. There's not a whole lot to it now, but Lexus says there are still more modifications to come before it hits Los Angeles. 2019 Lexus UX 250h It's still a funky-looking crossover, but Lexus tried hard to make it stand out from the rest of the bland boxes on the road. The light blue wrap combined with an Apexi N1 suspension does the trick. These subcompact crossovers tend to look even more like hatchbacks once manufacturers lower them a couple inches — all that's left is to get rid of the unsightly black plastic cladding. This one has an Apexi N1 catback exhaust too. We can't imagine that sounds too hot with the CVT transmission in the UX though. 2019 Lexus ES 350 F Sport Wine lovers, here is the car for you. Lexus used the trunk area of this ES 350 to put a wine refrigerator, wine rack and glass holder. It did that, then made the flooring of the trunk out of oak barrel wood. To keep it upscale-feeling Lexus added a subtle Artisan Spirit aero kit and Rays Engineering 20-inch wheels. The Rolls-Royce Cullinan better watch out. 2018 Lexus LS F Sport The long Lexus looks a lot racier in this gray paint and 22-inch Work wheels. An aero kit brings it all closer to the ground without actually lowering it. Gigantic six-piston Brembo brakes in front and four-piston rears are painted in yellow, and look menacing within the big wheels. Related video:

Lexus in no hurry to be a big player in China

For a while now, China's spiraling wealth, population and development has had the world's luxury automakers in an expansionist fervor, with many executives exhibiting the sort of gleefully maniacal behavior historically reserved for gold-rush prospectors. Yet Toyota, of all companies, is exercising a surprising amount of caution in the Asian nation.
As The Wall Street Journal notes, Toyota's premium brand, Lexus, sold all of 64,000 vehicles in China last year, while BMW cleared its books of 326,000. In fact, it didn't even bother entering the market until 2005, while rival Audi built its first car in the market a decade and a half earlier. Even now, Lexus doesn't build any vehicles in China, and with the country's notoriously high tariffs on imports, that's a major disadvantage. Yet the business daily quotes Lexus executive vice president Mark Templin as saying that the brand is nowhere near ready to start building cars in the market. "We're not having those discussions about when we're going to go to China... We have a lot of work to do before we get to that point."
Part of that work includes establishing a more expansive dealer network - Lexus only had 99 stores as of 2012, while rival Mercedes-Benz had over two-and-a-half times as many, and it's still expanding. Adding a lot of dealers without having a goodly number of competitively priced offerings for them to sell may seem like an odd strategy, but Templin tells the WSJ that the goal is to "cultivate our image for quality and customer service and let the customers that we have go tell that story for us."