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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.

Next-gen Toyota Tacoma to debut at Detroit Auto Show

Toyota's confirmation comes on the heels of General Motors' successful launch of its own midsize pickups. The next generation of the Toyota Tacoma pickup truck will be revealed in January at the Detroit Auto Show, a top executive confirmed Thursday. Bob Carter, senior vice president of automotive operations for Toyota, offered no other details, but the new version of the pickup is expected to have significant upgrades compared with the aging model on sale now. Our spy shooters caught a prototype testing this summer, and rumors of the new generation have been swirling for months. We've also previously reported that Toyota is planning to ramp up production next April at a factory in Mexico that builds the Tacoma. Toyota's confirmation comes on the heels of General Motors' successful launch of its own midsize pickups, the Chevrolet Colorado and GMC Canyon, which have garnered awards, positive reviews and solid sales since they arrived in showrooms this fall. It's unclear how large the new Tacoma will be, especially considering that the Canyon and Colorado flirt with fullsize territory. The Tacoma was last updated in 2012, and the segment has changed dramatically since then with the addition of the GM trucks. Another Tacoma competitor, Honda's aging Ridgeline, is also expected to re-launch in 2015, which would leave the Nissan Frontier as the oldest truck in the field. Tacoma sales have slipped 4.1 percent to 140,757 units this year, though they posted a 3.3-percent gain in November. Meanwhile, Carter also said Lexus will reveal two performance vehicles, though he didn't elaborate. "I'll leave it at that, but I promise you'll enjoy it," he said coyly. Lexus just showed the LF-C2 convertible concept at the Los Angeles Auto Show.

BMW reclaims US luxury sales crown from Mercedes

The numbers, they are in: BMW has reclaimed the luxury-sales crown from Mercedes by a margin of 9,347 cars. Mercedes donned the king's headgear in 2013 after a strong final quarter of 2013 when the new CLA and S-Class poured out of dealerships. This year, led by the 3 Series/4 Series and X5, BMW sold 339,738 units – a 9.8-percent increase year-on-year. Mercedes, led by the C-Class and M-Class, saw its sales go up by 5.7 percent to 330,391 units. We'll have to wait a bit to see if there's another registrations-vs-sales challenge as in 2012, when BMW was anointed US luxury ruler. Behind them, a dark horse named Lexus nudged closer to the leading Teutons, selling 311,389 cars. The Japanese luxury automaker also had the biggest gain among the top three, its sales rising by 13.7 percent compared to 2013. Audi had the biggest sales of anyone among the top five, though, with a 15.2-percent gain to 182,011, which moved it a spot ahead of Cadillac; the Wreath-and-Crest brand dropped 6.5 percent to 170,750. Acura (167,843), Infiniti (117,300), and Lincoln (94,474) took the final positions. Speaking of Lincoln, sales at the once-mighty luxury marque stand as the mightiest jump of any on this list, up 15.6 percent. That's the power of Matthew McConaughey... and better cars and a new crossover, sure. So now that we're back to Round One of 2015, in case no one else has said it yet: "Ok, fight!"