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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 shows off gaming-themed IS built with input from Twitch community

Lexus has revealed the 2021 "Gamers' IS," which was built in collaboration with the Twitch community as an "ultimate gaming space." Based on a 2021 IS 350 F Sport, the Gamers' IS looks every bit the part of a crowdsourced promotion, with every element chosen by community vote.  "The Twitch community dives headfirst into their passion of gaming, just as we did in designing the new 2021 Lexus IS as a pure expression of a sports sedan," said Vinay Shahani, vice president of marketing at Lexus. "We asked for their help designing their dream gaming space, and they answered in spades. Together, we created the ultimate fusion of design and performance in automotive and gaming." This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. The interior design is based around a theme called "Neon Tokyo," which, yep, that's what that looks like. An acrylic layer was added to the cabin ceiling with resin rain drops formed into it. Backlit with RGB LEDs, the ceiling is meant to give the feel of driving through downtown Toyko at night during a light rain shower. Neat. The passenger seat is where the gaming ostensibly happens, and elements here such as the type of monitor, controller bling and even the drinks in the center console (aka "gaming fuel") were chosen by the Twitch audience too. We're talking about a showpiece here, as is plain from the detail work. This looks like the sort of thing Lexus would have set up at CES and later this year at E3 (the annual Electronic Entertainment Expo), but it may have made the auto show circuit as well. It's not really much of a car, nor would it make a very good gaming space, but hey, it's colorful.

2014 Lexus IS brings boldest design yet to entry-level luxury

Lexus is evidently dead serious about removing some of the starch from its collar, as evidenced by the boldly styled new IS sedan just unveiled here at the Detroit Auto Show. We didn't know what to make of Lexus' entry-level sport sedan when we first saw images of it earlier this week. Dominated by the gaping maw of a spindle grille and flanked by headlamps with Nike swoosh daytime running lamps, the photos showed a distinctive (if not completely cohesive) design. Having now seen the design in the metal, we have to admit it comes together better than it does on screen.
The new model will feature both rear- and all-wheel drive models in both 2.5-liter V6 (IS250) and 3.5-liter V6 (IS350) trims. Lexus also showed an IS300h hybrid model at the reveal, but it is earmarked for Lexus' home market of Japan, along with Europe and other markets. No word yet on why the model probably won't be sold here in North America, but our AutoblogGreen compatriots are looking into it.
Aside from its bold new look front and rear, the IS carries forward a lot of the ideas seen in other newer Lexus models, namely the GS. Hidden beneath the IS' sheetmetal is the multilink rear suspension from the GS, along with its electric power steering setup. The new IS rides atop a three-inch longer wheelbase for better rear seat room, but during our brief time sitting in the car at the press conference melee, it still didn't feel terribly roomy (it rarely does in this class). At least the seatbacks fold 60/40 for the first time for additional utility.