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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.

Stand out in the parking lot | 2017 Lexus NX 200t F-Sport Quick Spin

Timing is a funny thing. As I'm writing this mini-review of the Lexus NX 200t, which has been out for several years and used the brand's first turbocharged engine in America, a newly-revised NX just debuted in China. It doesn't have much bearing on my thoughts about the CUV, but it does go to show the growing importance of China for luxury manufacturers like Lexus and Mercedes-Benz. It's been almost three years since we drove the NX 200t for the first time. Back then, our reviewer was impressed by how different it felt from the RAV4 – the two vehicles share a platform, although Lexus claims 90 percent of the NX is distinct from its Toyota cousin. The biggest differences are styling and, more important, the powertrain. With turbocharging going very mainstream in the intervening years, how does the NX200t hold up? I spent a week in an F-Sport trim in a striking orange color to find out for myself. It took a little while for me to warm up to the powertrain. Even in Sport mode, things seem ... well, they seem a little sluggish. The NX has a funny way of expressing its slightly more than adequate horsepower and torque by requiring a hefty punt to spool up the turbo and get things moving along. Normal drive mode could pass for an economy setting. Back in 2014 when this thing was new, it was clear that the RAV4 connection doesn't matter as much as we, as enthusiasts, would think. It's easy for us to fixate on what vehicle is related to what platform, and which way its engine sits. And that's good! We need to do that. But Lexus determined that they didn't need it to sit on a rear-drive sportscar platform because of course not! It's a little crossover. From a packaging standpoint, that'd be idiotic, and from a marketing standpoint likewise. Not to say that buyers of the NX 200t aren't discerning. But I think their priorities and desires probably align with what Lexus decided to produce. This is good and proper. Also, it beats the heck out of a RAV4. I love the seats. Every body is different, sure. But these seats are completely spot on for what my body needs. They're sporty-looking without resorting to immense bolsters that pinch the torso, and they're very supportive. I wouldn't say they're the best seat's I've tried out of the hundreds of cars I've driven over the years, but they're probably the best small crossover seats I can recall. To put it in different terms, on some long road trips you need to stop just to stretch – that's not the case here.

Volvo S90 Recharge, Lexus RX 350 and spring beer picks | Autoblog Podcast #679

In this episode of the Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Consumer Editor Jeremy Korzeniewski. They start off discussing the Volvo S90 Recharge and wonder out loud why the brand's plug-in technology isn't also offered with a wagon body style. They then discuss the Lexus RX350 and why it's likely an ideal premium crossover for a large percentage of buyers. From there, Greg and Jeremy cover some recent news items, including the current state of BMW's coupes and rumors that Toyota's next Land Cruiser will lose its V8 engine in favor of a turbocharged V6. Then it's time to go over some of our current favorite spring beers before turning to the mailbag and spending some listener's money. Autoblog Podcast #679 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 Cars we're driving 2021 Volvo S90 Recharge 2021 Lexus RX 350 News BMW 2 Series preview Land Cruiser powertrain rumors Spring beers Mailbag Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on iTunes Autoblog is now live on your smart speakers and voice assistants with the audio Autoblog Daily Digest. Say “Hey Google, play the news from Autoblog” or "Alexa, open Autoblog" to get your favorite car website in audio form every day. A narrator will take you through the biggest stories or break down one of our comprehensive test drives. Related Video: