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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.

Lexus and Scott Pruett go racing with RC F GT3

Lexus will show what its RC F GT3 can do next year in the US when the racer will be hit the track with a newly formed team called F Performance Racing. Unfortunately, no one will say what series the coupe will compete in, but veteran racer Scott Pruett will be behind the wheel. As Lexus already teased, the RC F GT3 will feature a body with big flares and a huge wing. Under the heat extractors in the hood, there will be a production-derived 5.0-liter V8 with over 500 horsepower that will route through a six-speed sequential gearbox. Based on its current livery in eye-popping metallic blue, the coupe will also be one of the easiest cars to spot on the track. The sharply styled RC F might take too many checkered flags in its first season, though, because the team will keep the coupe to a limited schedule next year. Rather than scoring wins, the focus will be on developing the platform and gaining experience. However by the 2017 or 2018 season, there will be a multi-car effort with a full racing calendar. When taking on veteran teams fielding Porsches or Ferraris in the same class, a seasoned driver like Pruett will be an asset around a racecourse. He also already has close ties to the Japanese luxury brand after competing in Lexus-power prototypes in the Grand-Am Rolex Sports Car Championship Series and helping to develop the LFA. "I could not be more ecstatic to be representing Lexus as a performance brand ambassador and on the track in the F Performance RC F GT3," he said in the announcement. We look forward to seeing what he can do with it next year. Related Video: Lexus Partners with F Performance Racing for 2016 and Beyond Scott Pruett and Paul Gentilozzi form new team Multi-year team agreement Upcoming season focuses on vehicle development LAS VEGAS (Nov. 2, 2015) - Lexus today announced its motorsports partnership with Paul Gentilozzi and newly formed F Performance Racing to field the RC F GT3 in a soon to be announced sports car series. This new racing venture is part of the Lexus' global motorsports effort that will see the Japanese luxury brand competing on tracks in the United States beginning in 2016. The new race vehicle is based upon the production Lexus RC F high performance coupe that went on sale at the end of 2014.

J.D. Power study sees new car dependability problems increase for first time since 1998

For the first time since 1998, J.D. Power and Associates says its data shows that the average number of problems per 100 cars has increased. The finding is the result of the firm's much-touted annual Vehicle Dependability Study, which charts incidents of problems in new vehicle purchases over three years from 41,000 respondents.
Looking at first-owner cars from the 2011 model year, the study found an average of 133 problems per 100 cars (PP100, for short), up 6 percent from 126 PP100 in last year's study, which covered 2010 model-year vehicles. Disturbingly, the bulk of the increase is being attributed to engine and transmission problems, with a 6 PP100 boost.
Interestingly, JDP notes that "the decline in quality is particularly acute for vehicles with four-cylinder engines, where problem levels increase by nearly 10 PP100." Its findings also noticed that large diesel engines also tended to be more problematic than most five- and six-cylinder engines.