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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.

2014 Lexus CT 200h gains familial hourglass figure

Following reports from last week that a refreshed Lexus CT 200h would arrive in dealers for the 2014 model year, we've gotten our first glimpse of what said refresh entails, and well, at first glance, it's not much. Lexus has fitted its familial spindle-style grille and a new set of headlamps to the hybridized hatchback.
Out back, the CT 200h has gotten a set of slightly slimmer taillights, while the F-Sport model shown here sports a revised rear bumper, with what looks like a subtle diffuser and some vertical vents. All told, the exterior refinements are nice, if not subtle, additions to the five-door hatchback.
It's unclear if anything has changed inside the CT 200h, although we'd expect a similarly light refreshening in line with what's been done outside. As for the hybrid powertrain, we wouldn't expect a wholesale change in that department - at least until the next-generation CT arrives around 2016.

Consumer Reports: Toyota expected to announce fix for emergency trunk releases

According to Consumer Reports, Toyota is set to release a fix for trunk release pulls on certain Lexus vehicles that could snap off in an emergency. As you may recall, CR found the federally-mandated emergency releases could break if pulled toward the user. As it turned out, the trunk surround behaved like a fulcrum, putting more force against the center of the release than toward the trunk mechanism itself. While the organization found the problem to exist on 2013 Lexus ES and GS, Toyota was able to replicate the flaw on the IS as well.
Toyota will alert 700,000 owners of 2007-2013 Lexus ES models, 2006-2012 IS vehicles and 2013 GS cars and replace the old ABS plastic release with a sturdier polypropylene part free of charge once the components are available to dealers. The service campaign is expected to begin in January.