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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.

Most reliable cars and trucks of 2022

Related: Least reliable cars and trucks of 2022   For years now, Consumer Reports has been one of the most prolific sources of vehicle reliability data around. The organization tests a number of vehicles each year and surveys its members on various automotive topics, including reliability. The results of its 2022 annual auto survey are in, and the list of most reliable vehicles has been revealed. Unsurprisingly, Toyota and Lexus dominated the list of most reliable vehicles, but BMW and Mini snuck into the top 10 as well. The list includes: Toyota Corolla Hybrid: 93 Lexus GX: 91 Mini Cooper: 89 Toyota Prius: 89 Mazda MX-5 Miata: 85 Lincoln Corsair: 82 Toyota Corolla: 81 Subaru Crosstrek: 80 BMW 3 Series: 80 Toyota Prius Prime: 77 In terms of the most reliable vehicle type, Consumer Reports says that sedans remain the best choice. Their average score is 58, which is notably better than SUVs’ average score of 51. Minivans and pickup trucks are lower, at 44 and 39, respectively. As Consumer Reports notes, many sedans are older models that have allowed their manufacturers to iron out the wrinkles, making them more reliable. Domestic automakers' SUVs and trucks performed better in the survey than their imported counterparts, with scores of 45 and 41, respectively. The study also showed that hybrids and plug-in hybrids are becoming more reliable, and have climbed the score ladder to the tops of their segments in many cases.  Consumer Reports says its study includes 17 trouble areas, including small stuff like creaks and rattles and much larger problems like drivetrain failures. The organization states that it weights each issue based on its severity to create its predicted reliability scores, with 100 being the best. A car must be in production for at least two model years to be considered for the list. Related video: Green BMW Lexus Lincoln Mazda MINI Subaru Toyota Car Buying Maintenance Ownership Convertible Coupe Crossover Hatchback SUV Hybrid Sedan Consumer Reports reliability

Lexus might introduce an all-electric successor to the CT hatchback

Despite sales of the Lexus CT hybrid hatchback ending last year in the U.S., Lexus isn't planning to abandon the hatchback segment in favor of the new compact crossover, the UX. The CT remains on sale in some countries, and Lexus's European boss is adamant the brand has to keep offering hatchbacks. Talking to the British AutoExpress, Lexus's Pascal Ruch says the CT has an important purpose, which is introducing new customers to the Lexus brand. Ruch told AutoExpress that the CT has a high "conquest ratio" of 70-75 percent, and that a CT customer is different from the envisioned UX customer. "I believe that all the segments we are now in, it's important to stay there," added Ruch. AutoExpress says the CT could be replaced in 2020 with a model that would be offered both as a hybrid and as all-electric, built on Toyota's new TNGA global platform. The hybrid is likely to be the 177-horsepower 2.0-liter unit seen in the new European Auris, which corresponds to the new U.S. market Corolla Hatchback. The CT's successor could be sold as both a conventional hatchback and a more crossover-like version, much like the new Ford Focus and its Active trim level; Ruch says Lexus is thinking through a new approach for the CT. The CT was introduced way back in 2011, selling some 15,000-17,000 examples per year in the U.S. until its first really weak year, 2016, which saw less than 9,000 cars sold. The following year, which proved to be its last model year in the United States, sales dropped under 4,700. In Europe, it's different for Lexus: The brand overall sells only some 45,000 cars per year, and the CT's steady sales of more than 8,000 cars per year are quite important for it. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.