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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.

Lincoln MKC crossover adopts the Continental's grille

The last vestiges of the controversial split Lincoln grille are slowly being removed as the company revamps its lineup. It started with the MKZ and Continental, with the most recent rhinoplasty recipient being the Navigator. Now, based on spy shots, it looks like the MKC crossover will be the fourth to get the new corporate grille. Under the heavy vinyl coverings, we can clearly see the proud Continental-inspired grille. We can also see that it will feature the same chrome mesh with Lincoln badge-shaped openings found on other cars with the grille design. We can also assume that the headlights will receive a substantial refresh, but the lower bumper doesn't look particularly different. The rest of this prototype MKC looks the same as the existing model. The back is covered, which indicates that the taillights may be updated. We wouldn't expect a radically different look, since the MKC already has a full-width taillight treatment. We also noticed that the wheels appear to be inspired by the cool turbine wheels of the Navigator. Whatever the other changes are, we'll probably see them soon. This is clearly just a refresh, and so there's a good chance we'll see the production model revealed by the end of the year, or early next year at the latest. Related Video:

Lexus F label to become even more performance oriented

Lexus has plans to take its F performance label to even greater heights, according to officials. That's one of the key reasons the IS 500 F Sport Performance wasn't a full-blown IS F, Lexus executives said. Speaking before a gathering of Lexus enthusiasts at the IS 500 Launch Edition's, uh, launch at Sebring Raceway, group vice president and general manager of the Lexus division Andrew Gilleland reaffirmed that the IS 500 F Sport Performance is the first in a line of high-performance but sub-F cars (at 5:11 in the video below). "There will definitely be more vehicles. There's a lot more coming where this came from," Gilleland said, eliciting cheers from the gathered crowd of enthusiasts. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Gilleland then pointed at Lexus product planner Cooper Erickson and told the fans, many of whom had brought their own tuned F cars to the event, "If you want to see more of this," gesturing to the IS 500, "Go bug the s--t out of him." Erickson himself then took to the stage and discussed how the IS 500 came to be and the future of the F designation (at 6:17 in the video). First, he acknowledged that sedan sales are challenging. He also described the 2021 IS's chassis as a combination of the GS and RC platforms, which grew the track 1.4 inches wider. "If it's part GS and part RC, then why can't we drop a big-ass V8 in it?" Erickson wanted to know. "Nobody's doing that. But, we can," Erickson continued, "Because we do an amazing job with our hybrid products. So from a CAFE, greenhouse gas and emissions standpoint, we can manage having a V8 in a car like this when nobody else can." However, it still required approval from the mothership in Toyota City. So during an event at Pebble Beach, Erickson told Lexus chief engineer Koji Sato that he wanted to bring back the IS F. "Let's put the V8 in it, Let's do an IS F," he told Sato. At first, Sato's reply seemed like a no. "We have new plans for F," he explained. "F will be higher. Only Akio [Toyoda] can approve F [cars]." The CEO is known for being one of the few carmaker heads that actually moonlights as a racing driver. Erickson said that even if the IS F was off the table, he still wanted a V8-powered IS. "So what if we call it IS 500 F Sport? Who can approve that?" Sato's reply: "Cooper-san, I can approve that." Apparently the rest is history. This content is hosted by a third party.