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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.

Weekly Recap: Automakers rethink the definition of luxury

Variety is the spice of life, but it's becoming a prerequisite for luxury carmakers in the ultra-competitive US market. The Detroit Auto Show was strong evidence of this reality. It's not enough to offer attractive and well-appointed cars and SUVs anymore. Luxury brands that want to be competitive need to invest in everything from high-powered supercars to clever hybrids. To be relevant, you need to be green and mean – and everything in between. As General Motors product chief Mark Reuss said after the reveal of the 640-horsepower Cadillac CTS-V: "We are not leaving anything on the table." He was speaking for Cadillac, but he might as well have been speaking for the luxury car market. The CTS-V debuted in Detroit about an hour after Lexus surprised showgoers with the reveal of the RC F GT3 race car and then announced ambitious plans to return to competitive racing. That almost overshadowed the fact Lexus had just revealed another potent addition to its growing F line, the 467-hp GS F. View 20 Photos But for luxury brands, it's not just about maximum horsepower for well-heeled enthusiasts or decadent amenities for the Grey Poupon set. Strong competition from all corners has forced automakers to refine and expand their lineups in ways unforeseen even a few years ago. Case in point: Mercedes-Benz finally has an answer to the BMW X6, rolling out the GLE coupe in Detroit. The X6, which blends coupe-like styling cues with some of the functionality of an SUV, debuted in 2008. Back then it was a punchline, but seven years and more than 260,000 sales later, the X6's success has compelled Benz to respond. Mercedes – one of the strongest proponents of diesel technology – also debuted the C350 plug-in hybrid sedan, which promises a range of 20 miles on electricity, though fuel economy figures were not announced. The car pairs Mercedes' well-received 208-hp turbocharged four-cylinder with an electric motor for total output of 275 hp and 443 pound-feet of torque. Meanwhile, Infiniti will add the Q30 hatchback to its lineup by the end of the year, new president Roland Kruger reiterated in Detroit. It's expected to be joined by a crossover variant, and the additions will help strengthen Infiniti in the United States and abroad. "While we're expanding our product line, we're also expanding our market reach," he said. That's something echoed by Jaguar executives, who are preparing to launch the brand's first crossover, the F-Pace, in 2016.

Meet the Greenest and Meanest vehicles of 2016

If you've been keeping track, you won't be surprised with the number one entry in this year's list of greenest cars from the American Council for an Energy-Efficient Economy (ACEEE). In fact, the top three spots on the 2016 list are all the same as they were in 2015. After that, things get interesting. For one thing, this is the first Greenest list that doesn't have any purely internal combustion engine powertrain on it. Hybrids, yes, but if you want to be one of the top 12 greenest cars this year, you'd better have some sort of electric angle. ACEEE says that the conventional, gas-powered Smart Fortwo and Chevrolet Spark just missed the cut. In a statement, ACEEE lead vehicle analyst Shruti Vaidyanathan said, "The 2016 scores are in, and plug-in electric vehicles are outpacing all other vehicle offerings in terms of environmental friendliness." Like last year, one of the noticeable vehicles missing from the green list is the Tesla Model S. One reason? ACEEE takes curb weight into account (lighter is better), and the Model S is a heavy beast. The ACEEE doesn't just look at the clean side of the ledger. It also puts out a "meanest" list. These are the vehicles that pollute the most, not only from their tailpipes, but also any pollution created during the entire manufacturing process, from mining the raw materials to the energy used to produce the vehicle at the factory. The entire list, from greenest to meanest, is done using a "cradle to grave" analysis. You can see how the ACEEE determines its rankings here, explore the entire greenest cars site here, or click through our galleries to see which vehicles are extra green (above) or extra mean (below) this year. 12: Mercedes-Benz GL550 4MATIC View 12 Photos More Electric Cars than Ever on Greenest Vehicles List Electric Vehicles Nab 9 out of Top 12 Spots in ACEEE's Environmental Vehicle Rankings Washington, DC: Despite a tumultuous year for the automotive industry, manufacturers have continued to offer exciting technology options for a growing vehicle market. Today at greenercars.org, the American Council for an Energy-Efficient Economy (ACEEE) released its 19th annual comprehensive environmental ratings for vehicles. The following vehicles comprise the Greenest List for 2016: Greenest Score 1. Mercedes-Benz Smart ForTwo Electric Drive Convertible / Coupe 63 2. Chevrolet Spark EV 63 3. Fiat 500E 62 4. Toyota Prius Eco 61 5. Volkswagen E-Golf 61 6. Nissan Leaf S / Leaf SV 61 7. Kia Soul Electric 59 8.