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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 Land Cruiser vs Lexus LX 570 Suspension Flex Test

There’s no need to explain the Toyota Land Cruiser, one of ToyotaÂ’s earliest successful products. The 2020 Toyota Land Cruiser Heritage Edition celebrates some 60 years of popularity of a vehicle that has survived the segmentÂ’s “mall wagon” phase and the rise of crossovers. Its already-sterling reputation has received an additional recent push from the rise of overlanding — an outdoor pastime that has always existed but only recently got a press agent. By comparison, the Lexus LX is a more recent development. Debuting in 1996, the LX 450 was little more than an 80-series Land Cruiser with cladding, a Lexus badge and a higher price. The amount of styling differentiation and luxury specialization has increased over the years to the point that the newest LX 570 actually seems like a completely different vehicle. In truth, the 2020 Lexus LX 570 and the 2020 Toyota Land Cruiser are both 200-series Land Cruisers under the skin. They share the same thirsty 5.7-liter V8 engine and the same frame that features a double-wishbone suspension at the front, a five-link coil spring suspension at the rear and a 112.2-inch wheelbase in the middle. The styling is strikingly different, of course, but so are the hidden details of their suspensions. The Land Cruiser employs a simple set of coil springs and shock absorbers, but with an interconnected pair of automatically disconnecting stabilizer bars called KDSS (Kinetic Dynamic Suspension System). The Lexus, on the other hand, has fixed stabilizer bars and coil springs, but its “shocks” are really hydraulic cylinders that perform height adjustments and transmit suspension movements via piping to remote electronically-adjustable damper valves mounted along the frame rails. All of the above begs a question: Which of them will go farther up my RTI ramp and, by extension, offer better suspension articulation in an authentic off-road situation? Right away, the very approach to the ramp demonstrates a huge difference and a serious issue for the LX. Its normal cruising height (there is a lower height, but this isnÂ’t that) doesnÂ’t provide enough approach clearance to attempt the ramp. The front spoiler contacts the nasty grating before the tire does. ItÂ’s a close-run thing, but from this point on, clearance gets SMALLER as the left front suspension compresses on the way up. If it's touching now, itÂ’s only going to get worse if I go forward.

Lexus leads J.D. Power's Vehicle Dependability Study for 2021

J.D. Power's latest Vehicle Dependability Study is out, and, not surprisingly, Lexus sits at the top for the ninth time in the last 10 years. Right behind Lexus is Porsche, followed by Kia, which is the highest-ranked mass-market brand in the study. Genesis, last year's top-ranked brand (in its first year included in the results), fell from first to eighth, though the G80 sedan did earn an award in its midsize luxury segment. The Porsche 911 was called out as the Most Dependable Model by J.D. Power for the second time in the last three years. The vehicles being studied are from the 2018 model year, which means owners have had three years to get to know their cars and trucks. It's notable that this year's study shows a marked improvement in overall vehicle dependability as tracked by J.D. Power. The overall level of problems, scored by the number of problems per 100 vehicles (PP100), declined by 10% compared to last year.  "The study results validate what we have known for some time," said Dave Sargent, vice president of global automotive at J.D. Power. "Automakers are making increasingly dependable vehicles — but there are still some problem areas that need to be addressed and some warning signs on the horizon." Tesla makes its inaugural appearance on the Dependability Study, though its score of 176 PP100 isn't official. Tesla is the only automaker that has chosen not to grant J.D. Power permission to survey its owners in all 50 states. As we've pointed out in the past, the Vehicle Dependability Study includes eight major vehicle categories grouped by J.D. Power as follows: audio/communication/entertainment/navigation (ACEN); engine/transmission; exterior; interior; features/controls/displays (FCD); driving experience; heating, ventilation and air conditioning; and seats. All issues reported by owners are all tracked equally, which means a problematic phone pairing procedure dings an automaker's rating the same as a blown engine or transmission. And in fact, the ACEN category has more reported problems than any other, which means the majority of problems reported don't lead to a vehicle that leaves its owner stranded. Green Land Rover Lexus Porsche Car Buying JD Power dependability reliability