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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.

Lexus LC 500 dominates 2016 EyesOn Design Awards

The Lexus LC 500 captured top honors for the best-designed production car and the best interior at the 10th annual EyesOn Design awards at the Detroit Auto Show. The awards are handed out by the Detroit Institute of Ophthalmology. The Buick Avista won the concept car category, just as its four-door predecessor, the Avenir, did last year. Other winners this year included the Chrysler Pacifica, which won for the best-designed production "truck" (as crossovers and minivans are sometimes categorized), and the Audi H-Tron Quattro, which won for the best concept truck. The Acura Precision concept was also recognized for its "innovative use of color, graphics, and materials." And the new Volvo S90 was singled out for its human-machine interface. The panel of jurists this year included designers from an array of automakers and art schools. Several past honorees for the organization's LifeTime Design Achievement Award participated in the voting, including GM's Wayne Cherry, BMW DesignworksUSA founder Chuck Pelly, Hyundai's Peter Schreyer, and Jack Telnack (formerly of Ford). Telnack also served on the select panel of chief judges this year, alongside Chris Chapman from Hyundai, Dave Marek from Acura, and Stewart Reed from the Art Center College of Design. Lexus Takes 2 and Buick Wins Best Concept For 2nd Year at EyesOn Design Awards at NAIAS January 12, 2016, Detroit, Michigan. A panel of design leaders representing worldwide automotive manufacturers and transportation design chiefs from top design schools around the globe today selected these vehicles to receive the following EyesOn Design Awards at the North American International Auto Show: * Production Car: 2017 Lexus LC500 * Production Truck: 2017 Chrysler Pacifica * Concept Car: Buick Avista Concept * Concept Truck: Audi h-tron Quattro Concept * Best Designed Interior: 2017 Lexus LC500 * Innovative Use of Color, Graphics and Materials: Acura Precision Concept * Human Machine Interface: 2017 Volvo S90 Chief Judges were: Chris Chapman of Hyundai, Dave Marek of Acura, Stewart Reed of ArtCenter College of Design, and Jack Telnack of Ford Motor Company (retired). 2016 marks the tenth year the EyesOn Design Awards have been an integral part of the North American International Auto Show. Related Video: Featured Gallery 2016 EyesOn Design Award Winners News Source: EyesOn Design Detroit Auto Show Acura Audi Buick Chrysler Lexus Volvo chrysler pacifica volvo s90 lexus lc 500 acura precision concept

Buick, Lexus top J.D. Power survey, as vehicle service improves overall

Buick and Lexus returned to their customary place atop J.D. Power's scorecard of satisfaction with dealership service departments. In the Customer Service Index Study, out Thursday, Buick scored 860 on a 1,000-point scale for mass-market brands and has topped this ranking in three of the past four years. Lexus topped the list of luxury brands with a score of 874. Fiat and Land Rover were the bottom-dwellers in the two categories. Buick and Lexus also ranked highly in the research company's overall Vehicle Dependability Study rankings out recently. The customer experience at car dealerships has improved steadily, with the overall industry score rising in seven of the past eight years. And one statistic is particularly remarkable: 94 percent of customers say their car was fixed right the first time. The dominant area of difficulty in repairs seems to be infotainment systems. Only 80 percent of respondents said their stereo was fixed right the first time. And in last month's Vehicle Dependability Study, J.D. Power reported that infotainment systems were the most commonly reported vehicle issue, accounting for 22 percent of all problems reported, up 2 percent from the previous year. J.D. Power surveyed 70,000 customers for the Customer Service Index Study. For the Vehicle Dependability Study, it surveyed 35,186 first owners of 2014 model-year vehicles after three years of ownership. Below are charts for both the current study and the complementary overall brand dependability survey. Related video: