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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 reaches 10 million sales since its inception 30 years ago

Almost immediately after Matt Farah's famed second-generation LS400 became the million-mile Lexus, the Japanese luxury brand is celebrating another major milestone: Lexus has now sold 10 million vehicles globally. The Toyota luxury division, whose first car debuted 30 years ago at the 1989 North American International Auto Show in Detroit, famously pursued "perfection" when it came to build quality and ownership experience. The smooth, V8-engined LS400 was quickly followed by smaller additions to the lineup, and in the time Lexus has been around, it has sold a wide range of vehicles, from the Camry-related ES line and Land Cruiser-related SUVs to the LFA supercar. While the LS was sold in Japan as the Toyota Celsior, the ES as the Toyota Windom and the IS as the Toyota Altezza, not all Lexus models have had a Toyota-badged equivalent, and as Japan-market Lexus sales officially began in 2005, the corresponding Toyota model lines were ended and succeeded by their Lexus counterparts. With the RX400h SUV, Lexus introduced its first hybrid model in 2005. Since then, Lexus says it's sold 1.45 million hybrid vehicles, and it currently has 11 hybrid models on offer around the world. With 698,330 global vehicle sales in 2018 constituted a 4.5 percent increase from 2017, hybrid sales jumped nearly 20 percent for Lexus in that time. 2018 marked the company's best-ever global sales. Related Video:

Lexus LS spied wearing googly-eyed mask [UPDATE]

UPDATE: Judging by this mule's dash-to-axle ratio, we think it's probably an LS sedan, not an ES as previously identified. The text below has been updated. Wow. Take a good look at those headlights! As you can see from the images in the gallery above, Lexus is hard at work on the next generation of its luxurious LS sedan. The massive appendages affixed to the front of this mule make us wonder what's going on behind those fake headlights – we'd expect some fancy LED units on the production model. Ditto for the rear, where those equally tacked-on taillights will be replaced with a fancier set with upward-sweeping light bars. Getting past the crazy eyeballs, it seems that Lexus will continue refining its current styling language with the next LS. There's sure to be a pinched Spindle grille, and a long wheelbase ought to offer plenty of space for four adult-size occupants. Whereas the IS and larger GS carry the brand's sportier aspirations, going up against the likes of BMW and Mercedes-Benz, the LS will continue to be aimed at a more relaxed luxury buyer. Interestingly, our spy shooters were quick to point out that Lexus brought along 5 Series and 7 Series sedans to compare with its next LS. In any case, we wouldn't expect any significant changes to excite the enthusiast crowd. Related Video: