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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.

Toyota's future fuel cell vehicle lineup revealed?

Being an Olympic sponsor from 2017 through 2024 puts Toyota in the international limelight, and the company is preparing a fleet of efficient, cutting-edge vehicles just in time for the Tokyo games in 2020. At least eight new models could be on the way, according to Automotive News citing Best Car from Japan. Three of those might make use of the hydrogen fuel-cell powertrain developed for the Mirai. While many of these fuel cells are going into Japan-only vehicles, one of them could come here. Reiterating earlier rumors, Automotive News reports a hydrogen-powered Lexus LS is set for 2018. It could be even lighter than the current hybrid model, too. A similar version of the Toyota Crown would launch there in 2019 and possibly an FCEV Estima minivan, too. Beyond fuel cells, Toyota also intends to put the JPN Taxi Concept from the 2013 Tokyo Motor Show into production in time for the games, according to Automotive News. For 2017, the brand's flagship Century is also expected to adopt a hybrid V8 to replace the current V12, as well. Plus, many of its Japanese-market vans are also due for updates. All of this is certainly a massive undertaking to be ready in time, but Tokyo want to use the games as a chance to show the city as an innovative, international destination. Automotive News predicts Toyota could supply thousands of vehicles to haul all of the athletes and dignitaries around. In addition, the Japanese government wants 6,000 fuel cell vehicles on the road and 35 refueling stations up an running for the games. Related Video:

J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.