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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.

Toyota investing $750M, adding 600 jobs at 5 U.S. plants

BUFFALO, W.Va. — Toyota on Thursday announced it is investing an additional $750 million at five U.S. plants that will bring nearly 600 new jobs, including the production of two hybrid vehicles for the first time at its Kentucky facility. It marks yet another expansion of the Japanese automaker's U.S. presence, bringing to nearly $13 billion the amount it will spend by 2021. The latest investments are at facilities in Alabama, Kentucky, Missouri, Tennessee and West Virginia. Those same facilities were part of a 2017 announcement by Toyota for a $374 million investment to support production of its first American-made hybrid powertrain. Toyota Motor North America CEO Jim Lentz said the latest investments "represent even more examples of our long-term commitment to build where we sell. By boosting our U.S. manufacturing footprint, we can better serve our customers and dealers and position our manufacturing plants for future success with more domestic capacity." Toyota's Georgetown, Kentucky, facility will get a $238 million infusion to produce hybrid versions of Lexus ES 300 sedans starting in May and the Rav4 SUV starting in January 2020, the company announced. It also includes $288 million to increase annual engine capacity at Toyota's Huntsville, Alabama, facility. The plant will add 450 jobs to accommodate new four-cylinder and V6 engine production lines. Last year Toyota and Mazda announced plans to build a $1.6 billion joint-venture plant in Huntsville that will eventually employ about 4,000 people. Toyota also is spending $62 million on equipment to boost production of Toyota and Lexus cylinder heads at its Bodine Aluminum facility in Troy, Missouri, as part of its cost-saving New Global Architecture production strategy to share common parts and components among different vehicles. A $50 million expansion and equipment upgrade at its Bodine plant in Jackson, Tennessee, will add 13 jobs and produce engine blocks while doubling the capacity of hybrid transaxle cases and housings. And Toyota will add 123 jobs and spent $111 million to expand its plant and purchase equipment in Buffalo, West Virginia, to double the capacity of hybrid transaxles. Previously, Toyota also announced a $600 million investment at its Princeton, Indiana, plant to increase the capacity of its Highlander SUV and to incorporate the new production strategy, and $170 million to launch the 2020 Corolla on a new production line in Blue Springs, Mississippi.

Lexus RC F glows with your heartbeat

It's not uncommon to see all manner of sensors being installed inside new cars these days, monitoring everything from ambient noise to our levels of alertness. The question is what the automakers will do with the information gathered by those sensors, and we've seen some fairly novel innovations. This latest solution from Lexus may not be the most useful, but it's definitely one of the most interesting we've seen to date. The Japanese luxury automaker's Australian division cooked up this special RC F show car with a heart-rate monitor and a special electroluminescent paint job. The sensors detect how fast the driver's heart is beating, and displays it accordingly down the side of the car's flanks. In daylight it looks like it's painted plain old ordinary silver, and otherwise it's the same luxury muscle coupe we know, with a 5.0-liter V8 churning out 467 horsepower in resolute defiance of the downsizing/turbocharging trend that's sweeping the industry. The project was cooked up by creative agency M&C Saatchi and uses glow-in-the-dark paint from American specialist Lumilor. The vehicle is set to be unveiled over the weekend, but you can scope it out now in the images below and the preview video above. Is it pointless? Almost entirely. Does that make it any less cool? Of course not. 22 July 2015 LEXUS GETS PULSES RACING WITH WORLD'S FIRST HEARTBEAT CAR Lexus Australia has developed the world's first vehicle to display a heartbeat on its exterior in a demonstration of advanced technology and the connection between man and machine. The Japanese luxury marque collaborated with creative agency M&C Saatchi to produce a one-off RC F V8 coupe that integrates a series of technologies to display a person's heartbeat in the vehicle's bodywork. The first stage of the system works by transmitting the heartbeat of a connected person from a heart rate monitor to a bespoke electrical system in the RC F. The on-board system captures and processes the data before sending an electric charge through the RC F's body panels that are painted in electroluminescent paint developed by US-based specialist Lumilor. This innovative paint finish glows when the electrical charge runs through it and displays the person's heartbeat via a real-time animation sequence. Lexus Australia chief executive Sean Hanley said the heartbeat car comes in the wake of other innovative brand activities in 2015 and an ongoing commitment to the development of high performance Lexus F vehicles.