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Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

Lexus to open stores with branded accessories [w/video]

Trying to build a boutique buying atmosphere with a large-volume premium brand isn't easy, but Lexus is attempting to do just that by introducing its new Intersect By Lexus dealership experience. This aspect of Lexus retailing has nothing to do with cars and everything to do with luxury lifestyle accessories. Intersect By Lexus is effectively an all-in-one shopping destination for high-quality, hand-crafted designer products, many of them created specifically for the marque, right down to their "Crafted for Lexus" branding.
The first Intersect By Lexus store will open at the end of this month in Tokyo, with other stores planned for New York and Dubai. Going over the first store's initial product list, it seems that each store will offer wares that reflect its location. Some of the products available at Intersect By Lexus Tokyo include a $400 minimalist LED desk light, hand-sewn $286 tablet cover and a $133 drip coffeemaker and cup set handmade from the ash of Japan's Sakurajima volcano. Scroll down for a short video showing how some of these products were made.

Lexus reveals spindly CT 200h facelift ahead of Chinese debut

If at first you don't succeed, try, try again. So goes the saying, and Lexus seems to be taking it to heart. In addition to the hybrid versions of the Japanese luxury marque's conventional cars, Lexus is intent on offering a dedicated luxury hybrid. The original HS 250h failed to gain traction, so to speak, in the marketplace, and was quickly withdrawn from just about every market but Japan's. Lexus followed up with the CT 200h, exclusively packaging a hybrid powertrain into a premium hatchback form, but while it's been more successful than its predecessor, there's still room for improvement.
That's what Toyota and its premium division are going for with a slightly refreshed take on the CT. Spied completely undisguised (and in F-Sport guise) less than a month ago, the facelifted CT 200h is now confirmed for debut not at the LA Auto Show or the Tokyo Motor Show but at the Guangzhou Motor Show that's set to take place at the same time in China.
Although Lexus hasn't revealed much in the way of details and only two images, it's plain to see that what we're looking at is a mildly refreshed version of the existing CT 200h. The front end is now dominated by the spindle grille that adorns the rest of the Lexus range, flanked by reshaped headlamps. The rear end has been updated as well, but whether the cosmetic changes are joined by any mechanical ones - or, for that matter, if the changes made will be enough to put the hybrid hatchback ahead in the sales curve - remains to be seen.