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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.

Lexus teases Detroit-bound F Performance Coupe... again

A few weeks ago, Lexus released a teaser image of its upcoming Detroit Auto Show reveal, simply calling it the "next Lexus F." Now, a new shot of the Detroit-bound car has been sent out, and while we still don't know what the new model will be called, we can tell you this: it's a coupe.
Originally, we assumed the new Lexus F model would be the successor to the IS F sedan. But now that we know it'll be a two-door, it stands to reason that this could be the performance oriented version of the 2015 RC coupe that made its debut at the Tokyo Motor Show earlier this year. Of course, Lexus is still keeping quiet on any specifics, simply stating that the company "will unleash its upcoming F model as a coupe, conceived with grit, an entirely new expression of design and uncompromising performance."
The official name of the new F model is set to be revealed in early January, likely just before its official debut in Detroit. Stay tuned for more, and scroll down to read Lexus' very brief press blast.

This is what a Lexus RC-based 'four-door coupe' might look like

It feels like there is a secret law in Germany mandating that every domestic automaker there must offer at least one model with a four-door coupe bodystyle like the BMW Gran Coupes, Mercedes-Benz CLS and Audi A7. Several of the German brands even have the swoopy sedans in multiple sizes. So far, Lexus has stayed out of that fray, but maybe not for long, if a recently spotted test car makes it to market.
The brand is known to be testing a highly styled four-door coupe, roughly the size of the GS, under heavy camouflage. Little is known about the new model at the moment, but its existence makes sense. If it really wants to take the on Germans, Lexus is going to have to fight them toe-to-toe with competing models - especially with ones understood to have high margins.
Pictured above is a rendering from artist Theophilus Chin imagining a slightly smaller take on the genre based on the RC coupe, which he calls the RC GT. His design leaves the original shape almost untouched, but shortens the front doors to allow room for a rear doors under the arching roof. His GT would be aimed more against the BMW 4 Series Gran Coupe and rumored Mercedes-Benz C-Class four-door coupe, rather than the larger models Lexus actually appears to be targeting with its vehicle under development. His concept certainly nails the look, though, and while it might not have a basis in reality, we thought that it's well-resolved enough that you'd want to take a look, if only as a "what could've been" flight of fancy.