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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.

2014 Lexus CT 200h F Sport

The idea of the Lexus CT 200h F Sport intrigues me. A compact, premium, efficient hatchback with an added dose of sportiness? Sign me up. It's why I'm still crossing my fingers for Volkswagen to sell the Golf GTD on our shores (though recent reports on that front are bumming me out). And judging a book by its cover, this Lexus certainly looks like it could be an interesting proposition.
Lexus first launched the CT for the 2011 model year, and for 2014, the little hatch has been given a makeover, now proudly wearing the company's new spindle grille, for better or worse. When we reviewed the CT after its launch, executive editor Chris Paukert called it "handsome, well screwed together," and "one of Toyota's boldest offerings in years." That may have been true, but after a slight makeover and some fresh new F Sport duds, I'm wondering if the CT proposition isn't looking a little more unfortunate than before.
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Lexus F performance SUV could be in the works

Amid the wave of SUVs and crossovers that has crashed down on the industry, several high-performance sporting SUVs have washed up and started to fill a separate growing niche. It's an idea that Lexus is contemplating, according to a new report, with a possible F-branded utility vehicle focusing on either on- or off-road specialties. At the Rolex 24 in Daytona, Florida, Motor1 learned that incorporating a crossover or SUV into Lexus' F performance division has been under "active discussion." That doesn't necessarily mean a hotted-up utility vehicle, however. According to the report, F could translate to a different type of performance on the SUV, specifically for off-road capabilities. Using the F badge in this way would be a huge departure from what it has meant during the brand's 10-year history. Lexus currently offers the sport-focused RC F and the GS F, with an LC F expected soon. Should Lexus decide to lean further into the sport performance methodology with its utility vehicles, the newly released UX and the NX would likely be the top candidates. That said, Lexus does have two highly competent off-road vehicles in the Lexus GX and LX. Plus, Toyota, Lexus' parent brand, has been producing some of the best off-road vehicles on the market for years. As of now, this is just talk, but the way SUV and crossover sales have been going, we'd expect an F-branded Lexus SUV in the near future. Which kind of enthusiast it's for remains to be seen. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.