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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.

GM confirms 2015 Silverado, Sierra to get 8-speed automatic

When viewed alongside the next Ford F-150 and the Ram 1500, there is one thing that seems to be missing from the Chevrolet Silverado and GMC Sierra. Where the F-150 will rely on turbocharging and aluminum architecture and the Ram sports an eight-speed automatic and an air suspension, the General Motors twins lack a big, calling-card feature. They're very good, very refined trucks, but one could argue that they're not terribly innovative.
And while it might not be as flashy a feature as air suspension or a lightweight skin, the Silverado and Sierra will get their own eight-speed automatic for 2015, a transmission that will be paired with the company's Ecotec3 6.2-liter V8. The new cogswapper will also find its way into the GMC Yukon Denali, but for now, there's no indication why the Cadillac Escalade, Suburban, Tahoe and standard Yukon are being left out.
According to GM, the new gearbox is about the same size and weight as the current Hydra-Matic 6L80 six-speed. By the time the new powertrain combination enters production late this year, the EPA will almost certainly have gotten around to certifying the vehicles' fuel efficiency. Until then, feel free to speculate. The current Silverado with the 6.2 and six-speed auto returns 14 miles per gallon in the city and 20 on the highway. How much do you think the eight-speed will improve those figures? Scroll down for the official press blast from General Motors, and then head into Comments.

J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.