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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.

Toyota offered $146.5 million to build Lexus ES in Kentucky

Toyota posted a media advisory yesterday saying that Akio Toyoda, president of Toyota, and Jim Lentz, CEO of Toyota North America, would be making a production announcement tomorrow in New York City, and Automotive News reports that the automaker will be announcing a plan to domestically produce the Lexus ES. According to the report, numerous plants are competing to build the ES in North America, and the State of Kentucky has offered the automaker up to $146.5 million to build the luxury sedan at the Georgetown, KY assembly plant.
If Georgetown gets the ES, which has been built in Japan since its debut in 1989, it would be built alongside the Toyota Camry, which is somewhat ironic since in our review of the 2013 Lexus ES350, we wrote that this ES finally says "goodbye to its Camry roots." In order to get the whole amount offered, the article states that Toyota would have to invest $531.2 million and hire 570 full-time workers at the plant, which doesn't sound all that unreasonable since the plant would require an additional 50,000 units of annual production, not to mention the fact that the Georgetown facility is already at its capacity for building the Camry.

Lexus LF-1 Limitless luxury crossover concept is an intergalactic flagship

A dressed-up Land Cruiser it is not. As most every manufacturer making cars in 2020 will be offering crossovers in varying sizes, Lexus has unveiled its new LF-1 Limitless concept, which has been penned at Toyota's Calty Design Research in Southern California. The vehicle is billed as a "flagship crossover," meaning it slots above the RX and offers more flair than the more truck-like GX and LX models. If the design of the concept seems sharp, it's at least in part due to the design approach Lexus calls "molten katana" — with the appearance of a Japanese sword in automotive form. The spindle grille that's been the centerpiece of recent Lexus front ends is now a three-dimensional design, which appears to mimic a "Star Wars" ship's shift into hyperspace, eschewing surrounding chrome in favor of LED lighting. The concept detailing includes slightly Tesla–like door handles, which reveal a Lexus logo in the negative space, and a roof spoiler split in the middle. Door mirrors have been shaved off, with the rear view delivered into screens around the instrument cluster, where they resemble motorcycle mirrors. The feel of hyperspace continues inside, with the perforated door trim allowing lighting through like a starry sky. There are four matching, individual white leather seats under the moonroof, and there's a dedicated light show on offer at the press of the start button, depending of the function mode selected. Most analog switches have been replaced by haptic controls grouped around the driver, or fitted in the steering wheel; all powertrain controls are either in the wheel or in the steering column. By "Limitless," Lexus appears to refer to the choice of propulsion. Reading between the lines, there doesn't seem to be a set powerplant for the vehicle, as by 2025 all Lexus model lines will be electrified in some fashion, and the production version could be a fuel-cell vehicle, a PHEV, all-electric, or gasoline-powered. There's also a hands-free driver assist level Lexus calls "Chauffeur mode." In addition, there's a fourth dimension to the concept's navigation system — time. The setup reads traffic information, anticipating possible stops on the way. The idea, according to Lexus, is that the navigation system should feel like a concierge, a virtual assistant instead of just a map screen.