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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 LF-LC approved for production

On the sidelines of a press drive for the 2014 Lexus IS, the company's vice president of marketing in the US told Ward's Auto that the honchos in Japan have approved the Lexus LF-LC concept for production. He wouldn't offer any other details on how the luxury coupe might be transformed into a vehicle for the buying masses, and that has led to a bag full of speculation.
The show car was hybrid-powered and rear-wheel drive, a beautifully executed stab by Toyota designers in Newport Beach at redefining Lexus, but even with the concept, the point was to keep it "within reach for premium buyers." The report says the odds are on limited production and higher pricing than Lexus' "mainstream products," and other sites have speculated on what kind of powertrain it might end up in showrooms with.
GT Channel posits that the LF-LC will be the inspiration for a coupe in the Lexus LS price bracket with a choice of either the 4.2-liter V8 or the hybrid powertrain from the LS 600h, further speculating it will be called LC 550 and cost more than $100,000. It then says that there would be another coupe created beneath that one to replace the SC 430. Lexus Enthusiast, however, calls those "warmed-over rumors" and says that the marque probably won't deviate from its engine-capacity-naming scheme - labeling a car with a 4.2-liter V8 an LC 550. Nor does it think Lexus will use the letters LC after the company has trademarked "RC" in the US and Australia.

2015 Lexus RC 350

Luxury coupes like this new, 2015 Lexus RC 350 have got, to my mind, a more challenging mission than their all-out-performance variants; in this case, the recently reviewed RC F.
That's not to say that I think actual owners and shoppers of cars like the RC F, BMW M4 and Cadillac CTS-V Coupe only care about output figures and lap times. In fact I'd say that those are outliers in terms of how they get used most often. But the story that we reviewers tell - and that shoppers in the ego-boosted segment tell themselves before they pull the trigger - have a lot to do with what the car is capable of on the edge of its envelope.
Mainstream coupes can't rely on that kind of irrational pull, however, at least outside of the emotional world of styling persuasion. For a buyer to drop more than $40,000 on the RC 350, he or she will want tons of features, comfort, good looks, and, yes, a dash of sportiness to spice of the pot. Reason and desire seem a lot more balanced here. That's great news for Lexus, with its history of creating sensible luxury cars and a pretty composed luxury coupe in this new RC.