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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.

Refreshed 'exciting' Lexus ES takes a bow in Shanghai along with RX 200t

We were expecting a refresh and that's what we got. The 2016 Lexus ES, taken to "the next level of elegance and progressive luxury." A new front fascia design goes even bolder on the spindle grille, hiding the crossmember that separated the upper and lower sections, and rimming the whole thing with satin chrome. It's flanked by new LED projector headlights with the brand's pronounced "arrowhead" DRLs, and new triangular foglights laid into a matching sharp-edged motif. In back you'll find new taillights and chrome-tipped rectangular exhaust tips. In between those two ends, the body has been stiffened and gotten more sound-deadening material. The list of exterior hues grows to ten with the addition of Amber, Nightfall Mica, Caviar, and Eminent White Pearl. A new 20-spoke wheel joins the options list for non-hybrid models, whereas hybrids get a 10-spoke design. The cabin also broadens its tonal range in a variety of materials, with seats available in Flaxen, Parchment, Stratus Gray, and Black, and trim pieces in a choice of Illustrious Piano Black, Linear Dark Mocha Wood, Espresso Bird's Eye Maple with Shimamoku ornamentation, and matte Bamboo. Other touches include a new steering wheel, an embossed pattern on the seats, a leather boot for the gearshift, and a larger TFT display in the gauge cluster. Our engine options here won't change, but China, Russia, and Taiwan will be offered a 2.0-liter, direct-injected four-cylinder designed for China's emissions scheme. A new engine was also the news with the Lexus RX 200t rocking the dais at the Shanghai Motor Show, unveiled to the world next to its ES sibling. Available in certain international markets but not in the US, the RX 200t is powered by a 2.0-liter turbocharged four-cylinder working through a six-speed automatic transmission. Lexus hasn't released its official horsepower number, but says it's going for more than 228 horsepower; in the NX 200t it gets 235 horsepower 258 pound-feet of torque. You can check out the press release below for more details. Related Video: Refreshed 2016 Lexus ES Fuses Striking Design with Refinement and Safety at Shanghai International Motor Show Lexus RX 200t Also Makes Global Debut Active Safety Technology Integrated Into Lexus Safety System+ April 19, 2015 SHANGHAI, China (April 20, 2015) - As the best-selling sedan model in Lexus' impressive stable, the ES has come to define the very essence of near luxury sedan.

April Fools' Day brings Jeep Sedan, Hyundai N Roadster, Toyota Yaris pickup and more

There is one day out of the year when public relations professionals have permission to lie to journalists and to the public: April Fools' Day. Manufacturers release details about wild, weird and wacky new technology, concept vehicles and services. Some take it to obvious outlandish extremes (Jeep Sedan anybody?), while others plot to mislead with products that are just outside the realm of possibility. Check out all the "jokes" below. BMW Motorrad BMW doesn't want to exclude anybody from experiencing the thrill of high-level racing, so it is introducing 'iRace" autonomous programming on its S 1000 RR sport bike. It includes beginner, sportsman, advanced and unlimited driving modes, and stores GPS information for all Superbike world championship tracks. Hyundai Hyundai is wrong for this. The Hyundai N Roadster is the work of South Korean designer Yeonjoon Park and features a 2.0-liter turbocharged engine, rear-wheel drive and a hard convertible top. Hyundai says this is a "concept (for now)," but we think it'd make a seriously great Mazda Miata competitor. Honda Honda wins the award for the best interactive gimmick, as its press release for the '90s-inspired special-edition Pastport includes a live hotline number with a message from Fred Savage. Call 1-833-PASTPORT for more information. Jeep Put the Jeep Cherokee face on the Chrysler 300's body, and voila! The 2019 Jeep Sedan is born. We can't decide if the name or the rendering is better. Land Rover Accessibility to charging ports is of major concern to anybody with a plug-in vehicle. So, with the recent launch of the Range Rover P400e and Range Rover Sport P400e, Land Rover is putting forth an effort to install more stations around the globe. First up is Scotland's Isle of Skye. Adventurers need juice too! Lexus Australia Lexus expands its Encore service to include doggos. The new service, called Enpaw, will take pups to luxury boarding kennels in style. Toyota U.S. Toyota created the Yaris Adventure pickup for "those who want to tell their friends they own a truck but never veer off pavement." It's part Mazda 2, part RAV4, 100 percent ute and it looks ... great? Creating a new segment might be all fun and games to Toyota, but Ford is reportedly considering a Focus-based ute in a similar, albeit larger, style. Toyota Australia Toyota is launching a new HiAce van, and it's already getting a limited-edition variant called the PieAce.