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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.

Geneva 2019, Jaguar I-Pace and Toyota Supra | Autoblog Podcast #572

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore welcomes the newest Autoblog staffers, West Coast Editor James Riswick and Assistant Editor Zac Palmer. First, the trio talk about the cars they've been driving: the 2019 Jaguar I-Pace and the 2019 Lexus LX 570. After that, they recap the exciting 2019 Geneva Motor Show, and all its highlights, disappointments and oddities. Then they answer some listener mail about the new Toyota Supra before closing the podcast with the Spend My Money segment. Autoblog Podcast #572 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Introducing Zac Palmer and James Riswick Driving the Jaguar I-Pace Driving the Lexus LX 570 2019 Geneva Motor Show recap Mail Bag: Is the Toyota Supra a hit or a miss? Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video:

Camaro SS facelift and dune-riding the new Mercedes-Benz GLS | Autoblog Podcast #579

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Road Test Editor Reese Counts and Associate Editor Joel Stocksdale. First, they talk about the newly refreshed Chevy Camaro SS. Then they dish on the cars they've been driving, including the Lexus UX, Lexus GS F and Volvo V90, as well as riding in the new Mercedes-Benz GLS. After that, they ask the question, how many AMG cars is too many? Finally they turn to car buying, and suggest potential vehicles for a shopper on Reddit for the "Spend My Money" segment. Autoblog Podcast #579 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown 2020 Camaro SS facelift Cars we're driving: 2019 Lexus UX 2019 Lexus GS F 2019 Volvo V90 Cross Country 2020 Mercedes-Benz GLS ride How many AMGs is too many? Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video: