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Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Lexus crafts working IS sedan out of cardboard [w/video]

People make model cars out of all sorts of material: wood, plastic, metal... and sure, even cardboard. What sets this one apart is that it's built to scale – as in, full scale – and what's more is that it can actually be driven. Then again, we couldn't vouch for its crashworthiness, so that might not be advisable. The replica Lexus IS sedan was commissioned by the Japanese automaker's UK office and made by two British workshops: Scales & Models and LaserCut Works. It's inspired by the Japanese art of origami and made out of cardboard, except for the working parts and the frame made of steel and aluminum. It's got a fully functional interior, opening doors, working headlights, rolling wheels, and an electric motor. The form is made up of cardboard 10 millimeters (0.4 inches) thick, provided by packaging company DS Smith. The material was laser-cut into 1,700 components, according to a 3D digital model provided by Lexus, and assembled by hand and painstakingly fixed into place by water-based wood glue that has to set for 10 minutes between each step. Little wonder that the whole project took three months to complete. The finished product will be on display at the NEC in Birmingham later this week during the Grand Designs Live Show. But if you're not planning on heading there yourself, you can check it out in the image gallery above and making-of video below. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. 05 Oct 2015 LEXUS UK UNVEILS FULL-SIZE ORIGAMI INSPIRED CAR REPLICA IS MODEL CELEBRATES LEXUS CRAFTSMANSHIP • Created as a celebration of the skills of Lexus's takumi craftsmen and women, capturing the spirit of Creating Amazing in design and engineering • Life-size replica of the Lexus IS, crafted from 1,700 fully recyclable laser-cut cardboard sheets • Created by a five-strong team of professional designers and modellers from UK specialist companies LaserCut Works and Scales and Models, supported by DS Smith (cardboard manufacturers) • Powered by an electric motor, the Origami Car can be driven Brussels, Belgium - There has never been a Lexus like it: sheet metal, glass and plastics have been set aside for the creation of a one-off life-size model crafted in precision-cut cardboard. The remarkable Lexus Origami Car is a faithful replica of the new IS saloon, produced as a celebration of the human craftsmanship skills that go into every car Lexus makes.