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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.

New Lexus ES will debut at Shanghai Motor Show

Lexus will debut a new version of its ES sedan at the Shanghai Motor Show later this month. Don't expect it to be a total redesign, however – with the sixth-generation ES having just gone on sale in late 2012, we only anticipate a mid-cycle refresh. That's the impression we get from the teaser image above, too. The most prominent change is the reshaping of the headlamps with an LED swoosh, the overall shape of the fascia is very similar to that of the current car. The grille looks to be a bit more angular and pronounced, perhaps indicating the inclusion of an F Sport trim – something the ES currently does not have. The ES holds a unique position in the Lexus lineup. It's the only of the automaker's sedans not to be based on rear-wheel-drive architecture – the ES uses a version of the fullsize Toyota Avalon platform. That said, the ES is hugely important, with some 1.7 million examples being sold globally over the past 25 years. We'll know more when the ES officially bows in the not-too-distant future. Related Video: THE NEW LEXUS ES TO MAKE ITS GLOBAL DEBUT AT AUTO SHANGHAI 2015 BEIJING – April 10, 2015 - The new Lexus ES luxury sedan will make its global debut at Auto Shanghai 2015 on April 20, 2015. The Lexus ES established a unique and important position in the luxury sedan segment with its elegant styling, extraordinary quality, and Lexus' best-in-class service when it was introduced in 1989. More than 1.7 million units have been sold globally over the past 25 years. The new Lexus ES maintains its classical elegance while conveying a more dynamic experience and luxurious craftsmanship. The ES will be on display April 22-29, 2015 at the Lexus booth in Hall 7.1 at the National Exhibition and Convention Center at Auto Shanghai 2015.

2013 Lexus ES300h

The Lexus ES lineup, the brand's bread-and-butter sedan, has been completely redone for 2013. With that tip-to-tail rework comes the model's first hybrid. We think the ES350 is better in every way than its predecessor, so a spin in the ES300h is warranted to see what it's like to live with the model sure to become the best-selling Lexus hybrid sedan. In particular, we wanted to see how the gas-electric luxury cruiser handled the battery-sapping realities of winter, so we ventured out into the slush and snow to file this report.
Driving Notes:
Peel away the slush, and this car sure is sharp-looking. It strongly resembles the excellent new GS, no bad thing. With the move to the longer Toyota Avalon underpinnings, the ES300h is long and elegant. Lexus has really upped its styling game lately.