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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.

Sell your own: 2003 Lexus SC 430

This is part of an occasional look at what's for sale on Autoblog. Looking to sell your car? We make it easy and free. Quickly create listings with up to six photos and reach millions of buyers. Log in and create your free listings. At the Lexus SC 430 preview - in the spring of 2000 - the disappointment among automotive journalists was palpable. Lexus had taken the truly captivating design of the first-generation SC and essentially disregarded it, replacing the earlier architecture with one drawn by Toyota's team in Europe. The contrast wasn't as strong (or dysfunctional) as when the Jag E-Type morphed into the most unfortunate XJ-S in 1976, but it was close. Some seven years after production of the SC 430 ended, however, a coupe/convertible prospect has the benefit of both hindsight and nostalgia. Lines that once looked almost awkward when juxtaposed against the first SC are softened by time. And while the SC 430's retractable roof wasn't the first execution of a coupe/convertible hardtop, you can assume it works more predictably than its German counterparts. While purportedly seating four, this is a tight 2+2. But with V8 power and a 3,800 pound curb weight, the SC 430 is a substantive, comfortable way of propelling yourself down the road; think of it as a Miata for those wearing 'plus' sizes. This for-sale example, with 165,000 miles, is well-used, and its $9K asking price is at the top of the dealer range. But if you like its color and equipment, a well-maintained Lexus should - and could - give you another 100,000 miles of reliable service. Related Video:

2013 Lexus ES350

Finally Saying Goodbye To Its Camry Roots
In its equivalent world of breakfast foods, the Lexus ES350 is unquestionably the pancake. While its siblings may offer more interesting textures, flavors and consistencies - a generally more exciting culinary experience - the four-door ES is designed with 'indistinct' as its middle name. Its objective is to please just about every entry-level luxury buyer once it ends up on their plate.
Even after a complete redesign for the 2013 model year, the sixth-generation Lexus ES350 emerges every bit as family-friendly and non-polarizing as its predecessors. It is the everyman's luxury sedan, offering attractive pricing and a satisfying fill of amenities and features with the sweetness of a long warranty and polished customer service to back things up.