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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.

We drive the Bronco Sport Sasquatch, Hummer EV SUV and more | Autoblog Podcast #846

In this episode of the Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Road Test Editor Zac Palmer. Zac recently went down to Tennessee to drive a prototype of the 2025 Ford Bronco Sport Sasquatch. Meanwhile the two also spent time in the 2024 GMC Hummer EV SUV, 2024 Mercedes-AMG GLA 35 and 2024 Lexus LS 500h out of the fleet in Michigan. In the news, Rivian deals with a fire at its Normal, Illinois plant, Formula 1 comes back strong, and Volkswagen prices the ID.Buzz. Lastly, the two debate what old, executive sedan you should buy in a Spend My Money segment. Send us your questions for the Mailbag and Spend My Money at: Podcast@Autoblog.com. Autoblog Podcast #846 Get The Podcast Apple Podcasts – Subscribe to the Autoblog Podcast in iTunes Spotify – Subscribe to the Autoblog Podcast on Spotify RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Cars we're driving 2025 Ford Bronco Sport Sasquatch 2024 GMC Hummer EV SUV 2024 Mercedes-AMG GLA 35 2024 Lexus LS 500h News Fire at the Rivian factory Formula 1 is back Volkswagen ID.Buzz gets a very high price Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on Apple Podcasts Autoblog is now live on your smart speakers and voice assistants with the audio Autoblog Daily Digest. Say “Hey Google, play the news from Autoblog” or "Alexa, open Autoblog" to get your favorite car website in audio form every day. A narrator will take you through the biggest stories or break down one of our comprehensive test drives. Related Video:  We check out the Rivian R1S and R1T along with 3 other surprises This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

Lexus NX rolls on wheels made of ice

To create this rolling ice sculpture, Lexus teamed up with London-based Hamilton Ice Sculptors, which fitted the compact luxury crossover with wheels and tires crafted from ice. The sub-zero craftsmen then deep-froze the entire vehicle, stored it at -22 degrees Fahrenheit, and drove it around London – pleasantly surprised to find that it started on the first try. As far as publicity stunts go, the finished product looks even cooler than the cardboard IS that Lexus had crafted a few months ago or the biometric glow-in-the-dark RC F from this past summer. The project took three months of research, design, and testing to carry out. The wheels replicate the alloys on the NX with millimetric precision, right down to the tread pattern, and each one took a team of four craftsmen 36 hours of work to complete. Of course, blocks of ice would have a hard time supporting the weight of the vehicle – especially while in motion – so the frozen wheels were reinforced with clear acrylic discs. And to make it all glow, they were also fitted with in-wheel LED lighting. This isn't the first time we've seen ice sculptors apply their skills to automobiles, following the frozen Canadian Tire pickup, Toyota Land Cruiser, Nissan Cube, and Saab Aero-X we've seen in recently years. But this one is at least as cool, in one sense or another. Scope out the results in the video above, and the process that went into their creation in the making-of video below. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. LEXUS NX RIDES ON THE WORLD'S COOLEST WHEELS – CRAFTED IN SOLID ICE The concept of driving on ice has taken on a whole new meaning for Lexus, which has crafted the world's first set of working wheels and tyres made from frozen water. Brussels, Belgium - True to its mission of "creating amazing" and inspired by the craftsmanship that goes into every vehicle it makes, Lexus commissioned a team of ice sculpture specialists to explore how ice could be used in place of conventional alloy metal and rubber. After three months' research, design and testing, the finished wheels were fitted to a Lexus NX for the ultimate ice drive. The car itself was deep-frozen, stored for five days at -30°C (it started first time) before being driven off down a London road. The addition of in-wheel LED lighting added an extra dramatic dimension to the cutting-edge contemporary styling of the NX.