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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.

Recharge Wrap-up: 1M Lexus hybrids, Best Buy Geekmobile goes Prius

Cummins is developing a plug-in hybrid system for heavy trucks. Its plug-in system for Class 6 trucks (those with a gross vehicle weight between 19,000 and 26,000 pounds) is expected to improve fuel economy by 50 percent. Funded in part by a $4.5-million grant from the US Department of Energy (DOE), the system will use a battery pack and some form of range extending internal combustion engine. The system will employ various drive cycles in order to help commercial fleets save fuel based on their needs. Read more at Gas2. German automaker Borgward, LG Chem, Bosch, and software firm SAP have joined forces to form an electric mobility partnership. Borgward recently revived its brand with a new model, the BX7. Borgward has also announced that two other models, the BX5 and BX6, will be available as plug-in hybrids. SAP will provide software services, and LG Chem will supply battery technology to Borgward. Bosch will supply and help develop a number of components for Borgward cars. Read more at Inside EVs. Lexus has sold its millionth hybrid. The luxury automaker began selling hybrids with the electrified RX in 2005, and the millionth hybrid was a NX 300h sold to a customer in Milan, Italy. "This is my first Lexus," says the customer of that vehicle in a Lexus release, Aldo Pirronello. "... and I am honored to celebrate this important milestone with Lexus!" Lexus currently sells 10 hybrid models worldwide. Read more from Lexus. Best Buy's Geek Squad is switching from Volkswagen Beetle Geekmobiles to the Toyota Prius C. As part of an update to the home electronics chain's house call service, the Geeks will be driving more eco-friendly cars with a refreshed logo. More than 1,000 Prius C Geekmobiles are being deployed nationwide. With the Geek Squad answering more than 5 million house calls a year, the fuel savings from switching to a more efficient hybrid cars means reduced emissions over the 12.6 million miles they'll drive per year. Read more in the press release below. Vehicle of Choice for Geeks? Toyota Prius c An armada of agents is about to roll out in Toyota Prius c. Their mission: to help people across America get the most from their technology. Starting today, Best Buy's Geek Squad will dispatch more than 1,000 of the vehicles – fully decked out as the new Geekmobile – nationwide.

Lexus LF-CC gets green light, Evoque rival under consideration

While wandering the floor at this week's LA Auto Show, we had a bit of an epiphany at the Lexus stand. The traditionally stodgy Toyota premium outlet is really starting to come into its own in terms of exciting design. And not just with production models like the excellent new GS sedan. At the front of the display, a triangular formation of plinths was a feast for the eyes - the head was formed by the LFA Nurburgring Package supercar, flanked on either side by the company's outré LF-LC and LF-CC concept cars.
So consider it welcome news on our end that the LF-CC concept shown above has apparently been given the production green light, with a projected arrival by 2015. So says Autocar, which quotes an unnamed source at Lexus willing to confirm that a senior engineer has been tasked with the project. The British publication suggests that the production version of the 2012 Paris Motor Show star will probably be built in both coupe and convertible formats and ride atop the automaker's new modular rear-wheel drive architecture. Power is expected to be an evolution of the GS 350h's hybrid drivetrain.
In other news, that same shadowy source at Lexus has reportedly confirmed that the Japanese luxury brand is "seriously studying" offering a small SUV in the mold of the stylish Range Rover Evoque from Land Rover, though no further details are given. Lexus' own RX crossover range has long been a massive hit for the brand, leaving many industry analysts scratching their heads as to why the automaker hasn't already expanded its crossover offerings to include both larger and smaller formats.