2012 Lexus Ls 460 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.

Autoblog Podcast #396

Episode #396 of the Autoblog Podcast is here, and this week, Dan Roth, Steven Ewing, and Chris Paukert talk about the 2016 Mazda MX-5 Miata, the 2016 Jaguar XE, and the 2015 Lexus RC. We start with what's in the garage and finish up with some of your questions, and for those of you who hung with us live on our UStream channel, thanks for taking the time. Check out the rundown below with times for topics, and you can follow along down below with our Q&A. Thanks for listening!
Autoblog Podcast #396:
Topics:

Lexus IS builds, new F performance structure get SEMA reveal

Lexus just announced a new F brand strategy at SEMA, and while the products themselves are not getting a massive overhaul yet, it’s vital to understand the new terms if you plan on being in the market for a sporty Lexus soon. Prior to today, we had F Sport, F Sport Performance and F. The F Sport cars were mostly aesthetic upgrades, and while some of them had performance upgrades, not all of them did. Only one F Sport Performance vehicle exists now, and itÂ’s the IS 500 F Sport Performance. Meanwhile, we have a number of F models, which is LexusÂ’ highest-performance moniker.  Going forward, there will be four performance tiers: F SPORT Design, F SPORT Handling, F SPORT Performance and F. WeÂ’ll lay out LexusÂ’ definitions of all four below for you. F SPORT Design: These vehicles may feature sport-inspired exterior design, including unique front and rear bumpers, grille and wheels. F SPORT Handling: Will build on Design with sport-tuned suspension components honed at the track, including Adaptive Variable Suspension. F SPORT Performance: In addition to the updated suspension components, these models may receive a higher-performance powertrain, as seen in the 2022 IS 500. F: As the highest expression of Lexus performance, F models will be further upgraded with innovative components developed for the racetrack, including upgraded brakes, advanced aerodynamics and lightweight materials. So there you have it. Similar to the Germans with multiple layers of AMG, Audi Sport and BMW M, Lexus will have multiple layers of F. In addition to this actual product news, Lexus revealed a pair of SEMA show cars. Both of them are from the IS tree, with one being an IS 500 F Sport Performance, and the other being an IS 350 F Sport. WeÂ’ll start with the IS 500. Hiraku & Townsend Bell is behind this “Street Performance” IS 500. Nothing much changed with the powertrain, but it does add an AÂ’Pexi induction box, TOMS Racing carbon fiber suction pipe and AÂ’Pexi exhaust system. Handling is enhanced with TOMS chassis braces in the front and rear. Plus, it gets an AÂ’Pexi adjustable coilover system. Rotiform LAS-R 20-inch wheels are wrapped in Nitto tires, and a Brembo GT braking system improves stopping power.  You can tell that the IS 500Â’s appearance has been modified, too — itÂ’s sporting a one-off 3-D-printed body kit. The Hiraku Co.