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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 LS spied wearing googly-eyed mask [UPDATE]

UPDATE: Judging by this mule's dash-to-axle ratio, we think it's probably an LS sedan, not an ES as previously identified. The text below has been updated. Wow. Take a good look at those headlights! As you can see from the images in the gallery above, Lexus is hard at work on the next generation of its luxurious LS sedan. The massive appendages affixed to the front of this mule make us wonder what's going on behind those fake headlights – we'd expect some fancy LED units on the production model. Ditto for the rear, where those equally tacked-on taillights will be replaced with a fancier set with upward-sweeping light bars. Getting past the crazy eyeballs, it seems that Lexus will continue refining its current styling language with the next LS. There's sure to be a pinched Spindle grille, and a long wheelbase ought to offer plenty of space for four adult-size occupants. Whereas the IS and larger GS carry the brand's sportier aspirations, going up against the likes of BMW and Mercedes-Benz, the LS will continue to be aimed at a more relaxed luxury buyer. Interestingly, our spy shooters were quick to point out that Lexus brought along 5 Series and 7 Series sedans to compare with its next LS. In any case, we wouldn't expect any significant changes to excite the enthusiast crowd. Related Video:

The revolutionary Bose suspension that could have been

The Bose name pops up on these pages every once in a while – usually, as you might expect, because some automaker or another has installed its audio systems in one or more of its models. But a few years back, the research-driven audiophiles at Bose developed a revolutionary adaptive suspension system that could have been a game-changer. Sadly, it wasn't. The Bose suspension system was a technological breakthrough. As you can see from the pair of Lexus LS sedans demonstrated (and the Porsche Cayman thrown in for good measure) in the two-minute video above from CNET, the system virtually eliminated body roll and smoothed out bumps in the road to near glass-like serenity. It could even jump over minor obstacles. Unfortunately, the system was too heavy and expensive to put into production, and the project was shelved. Instead, it was repackaged into a suspended driver's seat for heavy-duty, long-haul trucks and called the Bose Ride System. It's said to significantly reduce fatigue and back pain while encouraging driver alertness and wellness – which is all well and fine, but a far cry from what the suspension system could have meant for the automotive industry. Just think about that the next time you notice the Bose logo on the speaker grille in an upscale vehicle from the likes of Audi, FCA, GM, Mazda, or Nissan – all automakers that offer Bose audio systems, and which might have considered implementing the advanced suspension if only it were more practical for production. Latest Video: News Source: CNET via YouTube Lexus Technology Videos lexus ls cnet