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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.

Production Lexus NX leaked in Jim Lentz presentation?

Before kicking off the Detroit Auto Show, the Society of Automotive Analysts had Toyota CEO Jim Lentz come on stage to say some words about the future of the auto industry, as well as what's coming for Toyota. While this type of information would normally stay off our radar, a video of his speech likely gives us our first look - albeit low-res - at the production version of the Lexus NX compact crossover.
In the video recorded by AmericaJR, Lentz refers to the turbocharged LF-NX Concept that was on display at the Tokyo Motor Show, but comparing this image to our gallery from Tokyo, there are clear differences between the two vehicles. These include the toned-down shape of the spindle grille, lower fascia crease and door mirrors as well as a headlight design that more closely resembles that of the 2014 IS sedan and the newly introduced RC coupe. From what we can see of the rest of this image, the NX should retain some of the LF-NX's angular side body creases. The vehicle you see above basically looks ready for production.
If this is in fact the NX, then reports of a Geneva debut for the luxury crossover seem even more accurate. The entire video is posted below, but the NX comes on screen around the 10:40 mark.

Lexus ROV concept is a hydrogen-powered luxury side-by-side

Side-by-sides come in all shapes and sizes, but we've never seen one like the Lexus ROV concept. For one, it's a Lexus; the firm is not a big player in the side-by-side segment. It's as luxurious as the badge on its nose suggests, and it's powered by a hydrogen-burning engine. Lexus explained that the ROV (an acronym that stands for Recreational Off-highway Vehicle) is its "response to the growing passion for the outdoors and adventurous spirit of luxury consumers." It also illustrates the brand's wish to design lifestyle-oriented products, and it showcases the engineering department's research into new technologies. The ROV stretches 322 inches long, 68 inches wide and 71 inches wide. And, while it doesn't wear a giant spindle grille, it falls in line with the Lexus design language thanks to angular body panels. Inside, the ROV offers a pair of seats with harnesses and suspension elements to filter out bumps, carbon fiber accents and a relatively simple instrument cluster with an analog tachometer and a digital display. Lexus notes that the "Tazuna" approach to interior design that has shaped most of its recent concept cars permeated the ROV, meaning the cabin is human-centric. Interestingly, it also points out that the ROV meets the same quietness, durability, and reliability standards as the regular-production cars it sells, which is no small feat. Power comes from a direct-injected 1.0-liter engine that burns compressed hydrogen stored in a tank. Lexus didn't publish technical details so we don't know how much horsepower or torque the engine makes. Its cylinder count wasn't even published, though zooming in on the exhaust manifold confirms that it's a three-cylinder. It's likely not a coincidence that parent company Toyota tested a hydrogen-powered Corolla race car powered by a 1.0-liter hydrogen-burning triple earlier in 2021. That engine was turbocharged, however; this one is not. Looking at the center console reveals the ROV is equipped with a two-speed transfer case and locking differentials, so it should be capable off the beaten path. Lexus also tells us its first side-by-side offers users a large amount of suspension travel. Is this purely theoretical, or is Lexus serious about taking on Polaris? We've asked, and we'll update this story if we learn more. Related Video: