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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.

Mystery shoppers love Infiniti, hate Tesla

Infiniti, followed by Lexus tied with Mercedes-Benz took the top two spots for best sales experience according to mystery shoppers from the latest Pied Piper Prospect Satisfaction Index, while EV manufacturer Tesla recorded the lowest overall score. Not surprisingly, premium brands dominated the top ranks. Including the three already mentioned, luxury brands occupied seven of the top ten spots and included Audi, BMW, Porsche, and the only American brand to crack the upper echelon, Cadillac. Toyota, Volkswagen, and Nissan rounded out the first ten positions. The news for domestic automakers isn't good. Aside from Caddy, the only other star-spangled automaker to score above the industry average is Chrysler. The rest of FCA, most of GM, and all of Ford fell below the line. But Pied Piper's mystery shoppers handed Tesla the biggest walloping – the company is ten full points below the next lowest brand, Volvo, and its score of 86 is 17 below the average of 103. It's baffling, considering the company's touted direct-sales model. "Tesla leaves me scratching my head," Fred O'Hagan, Pied Piper's president and CEO, told Wards Auto. "They own all of their stores, so you would think each one would be doing the same thing. But they're not. Tesla is consistent in its inconsistencies." O'Hagan added that there's a "huge variation" in Tesla's store-to-store effectiveness, and that in some cases, shoppers found showroom workers that acted more like "museum curators," Wards Auto reports. It might be popular to call Tesla the Apple of the car world, but based on Pied Piper's work, the brand has a long way to go to emulate the uniform shopping experience of an Apple Store. The news might be bad for Tesla, but even for the brands that scored below average, there's cause for celebration. Only Tesla and Mini lost points in this year's rankings, and only Mercedes and Lincoln held steady. Every other brand, including Infiniti, which topped the index for the first time, gained at least one point. The biggest improvements belong to Porsche, Land Rover, and Mitsubishi, which all jumped five points. Pied Piper's annual Prospect Satisfaction Index uses mystery shoppers – over 6,100 this year – from across the country to assess dealers and generate rankings from over 50 individual factors. News Source: Pied Piper via WardsAuto Green Audi BMW Cadillac Chrysler Infiniti Lexus Mercedes-Benz Nissan Tesla Toyota Car Buying Car Dealers study

Lexus LC F prototype caught testing

The rumored Lexus LC F seems to be real based on these spy shots. A prototype was spied testing in Europe, and it shows a number of significant alterations from the regular LC 500 and LC 500h grand touring luxury coupes. In particularly, they seem to show a bit more of everything for the sporty edition. The nose bears some of the biggest changes compared with the standard models. While the center grille is mostly untouched, the outboard grilles have been cut wide open for more airflow. We can see the reason why, as there are heat exchangers in each of them. A particularly large one resides in the grille on the left side of the car. We can also see that the fenders have been extended over the wheel arches. Whether this is something to throw off observers or a final addition has yet to be seen, since the wheels and tires fitted to this car don't fill the added width, and the rear fenders aren't any wider, either. While nothing has changed to the sides of the car, we can spot the LC F's new brakes. They feature cross-drilled rotors and some beefy calipers. Moving around the back, we see that the LC F will get the signature stacked exhaust seen on the RC F and old IS F. Underneath, the tips will be matched with a wide diffuser that looks rather functional. Based on a previous report, it sounds like the LC F is still a couple of years away. Not much is known about the car, but it's safe to say it will make more than the 467 horsepower of the LC 500's naturally aspirated 5.0-liter V8. It could possibly have a twin-turbocharged 4.0-liter V8 or some sort of hybrid powertrain. To play in the same arena as some of the luxury performance competition, it will probably need at least 550 horsepower. Also expect it to cost significantly more than the LC 500h's low-$90,000s price tag. Related Video: