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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 LQ flagship crossover due around 2022, so what of the LX?

When Lexus debuted the LF-1 Limitless crossover concept at the 2018 Detroit Auto Show, Lexus' U.S. general manager waited roughly six minutes to tell the world, as a way of hinting to HQ in Japan, "We have to build this vehicle." Car and Driver says the GM and his dealers will get their wish when the Lexus LQ crossover takes the top spot in the automaker's range in 2022. Underneath the "molten katana" design language that looks like an RX sent back from the future to kill an RX named Sarah Connor, we'll find the inner workings of the LS sedan, possibly including the luxury-specific TNGA-L rear- and all-wheel-drive platform. Engines could be ported straight from the LS stable for standard LQ models, meaning — for now — a 3.5-liter twin-turbo V6 with 416 horsepower and 442 pound-feet of torque, and a 3.5-liter V6 helped by two electric motors to produce a combined 354 hp. An LQ F or F Sport model could bolt up the impending twin-turbo V8 and cross the 600-hp mark. Numerous rumors over several years have clouded our view of what's planned for the pinnacle end of Lexus crossovers, though. In late 2018, whispers out of Japan claimed Lexus was working up a twin-turbo V8 with 660 horsepower for a production version of the LF-1 concept due to launch this year, with a milder V6-powered trim to make 424 hp. The V8 part came true, at least. Would an LQ cohabit with the LX as the luxury side of the flagship people-hauler coin? Or would they cohabit at all? Toyota insiders have said the next LX will turn into "an entirely different vehicle" and get far more luxurious, perhaps meaning the LX turns into the LQ. However, last October Lexus trademarked the LX 600 name, a Japanese magazine predicting a month later the next-gen LX would bow in 2021 on Toyota's truck-focused TNGA platform. And with the Toyota Land Cruiser going downmarket, jettisoning the LX would eliminate all those buyers looking for something big, luxurious, and conspicuously rugged.    Toyota has taken the time to trademark the LQ name in the U.S., Canada, France, and China, so dealer lots should clear up the mystery eventually. C/D thinks the entry-level LQ could start around $80,000, and since Lexus won't put its V8 into anything under $90,000, the top LQ trim could demand around $100,000. For comparison, the LS starts at $80,010 before destination, the LX at $86,480. Related Video:      

Lexus RX successor headed for NY Show

The redesign of the popular Lexus RX crossover will finally make its official debut in April, at the 2015 New York Auto Show with an on-sale date slated for later in 2015, Edmunds is reporting. This will be an important job for Lexus, as its next-gen midsize luxury crossover will need to measure up to a segment that is very different than the one the current RX debuted in, way back in 2008. Cars like the BMW X3, Audi Q5 and Mercedes-Benz GLK are now supported on the lower end by more compact models. Lexus is no different; the RX has been joined by the entry level NX, allowing the Japanese luxury marque to do a bit more for the fourth-gen CUV. That means New York will herald a larger and pricier crossover, Edmunds claims, even boasting a third row. That fits with our previous round of spy photos. Despite the baby NX's hardcore, knife-edge styling, it's expected that the next RX will be a more evolutionary version of the current model's conservative looks. Still, as our previous spy photos show, there will be some Lexus styling trademarks, including a revised version of the current crossover's spindle grille. Keep your eyes open come April, as we can expect the full details on the 2016 Lexus RX.