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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.

Watch the live reveal of the 2014 Chevy Silverado and GMC Sierra [UPDATE]

UPDATE: The trucks have been revealed. Click here for all of the official details.
As promised, Chevrolet and GMC are offering a live webcast of the world premiere for the all-new 2014 Silverado 1500 and Sierra 1500. After being teased with spy shots and blurry images like the one above for ages, now is the time to see the trucks in the metal, for real (well, as 'real' as it gets on a webcast, at any rate).
Shift your eyes down just below to see the reveal as it happens, starting at 9:30 AM EST. We anticipate having loads of images full technical information to share after the webcast, too, so truck aficionados should stay tuned. We'll also be bringing you live images of both trucks too, when we see them on the show floor at next month's Detroit Auto Show.

Bronco, Yukon, Hummer and a CES recap | Autoblog Podcast #610

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Consumer Editor Jeremy Korzeniewski and Assistant Editor Zac Palmer. They kick things off by talking about recent news, including the revival of the Hummer name as an electric pickup, revealing Ford Bronco spy shots and the unveiling of the 2021 GMC Yukon. Then Zac tells about his time in Las Vegas attending CES 2020. They talk about the cars they've been driving: a JCW-tuned Mini Clubman, the long-term Subaru Forester with its new gold wheels, a Volvo S60 PHEV that's been added to the long-term fleet, and a Camry Hybrid. Last, but not least, they help a listener decide how to spend his money on a sports car. Autoblog Podcast #610 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Hummer returning as an electric GMC pickup The latest on the Ford Bronco 2021 GMC Yukon CES 2020 recap Cars we're driving:2020 John Cooper Works Mini Clubman 2020 Subaru Forester long-termer (now with gold wheels!) 2020 Volvo S60 T8 Inscription 2019 Toyota Camry Hybrid XLE Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.