2009 Lexus Es350 Sedan 4-door 3.5l on 2040-cars

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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.

J.D. Power: Mini, Lexus again offer most satisfying sales experience

JD Power has released its annual Sales Satisfaction Index Study, and once again Mini and Lexus have taken top honors. Overall, buyers are more satisfied with the auto-buying sales experience than they were last year, with those surveyed reporting an average score of 664 points on a 1,000-point scale. That's up from 648 in 2011. Dealer satisfaction also increased by five points over last year as well.
All told, Lexus brought home an index score of 737, which was high enough to put it atop the luxury brands for the second year in a row. JD Power says Infiniti came in second in that category with a score of 728 and Cadillac rounded out the podium with it's rating of 725. Speaking of Infiniti, that brand saw the single largest jump in sales satisfaction of any brand on the survey, popping up 52 index points over 2011.
Among mass-market brands, Mini ranked highest with a score of 712, followed closely by Buick with 706 and GMC farther down the line with 683. You can check out the full press release below for more information.

2013 Lexus LS460 F-Sport AWD

Gary Approved
There's a guy that goes to my gym who can't get enough of the Lexus LS - let's call him Gary. Gary's the guy - you've probably got one at your gym, or coffee shop, or some other public but quasi-social location - who talks to everyone he meets. Sit next to him on the rowing machine or run by him on the track, and he's almost certainly going to bend your ear for a minute or 20. Gary is in his mid-60s, a business owner, and the super-proud owner of a 2013 Lexus LS.
Not being a shy man, Gary will be the first one to tell you that he didn't do much comparative shopping (he "drove by" the BMW dealership, and looked at a 7 Series "on the computer"). Being a satisfied former owner of multiple Lexus RXs, there was probably only a tiny statistical chance that Gary wouldn't end up in an LS when it came time for him to treat himself to the tricked out luxury car that he'd wanted for a long time. Still, when I found myself chatting with Gary about his new LS, right after I had spent a wintry week in the 2013 LS460 F-Sport AWD, I figured that he'd have some light to shed on the car.