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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.

Submit your questions for Autoblog Podcast #313 LIVE!

We record Autoblog Podcast #313 tonight, and you can drop us your questions and comments regarding the rest of the week's news via our Q&A module below. Subscribe to the Autoblog Podcast in iTunes if you haven't already done so, and if you want to take it all in live, tune in to our UStream (audio only) channel at 10:00 PM Eastern tonight.
Discussion Topics for Autoblog Podcast Episode #313
2014 Chevrolet Silverado and GMC Sierra introduced

Diesel Power finds the ultimate modified oil-burner

For nine years, Diesel Power magazine has run the Diesel Power Challenge, this year's grindfest being "a week-long torture test that features seven events, nine trucks, 8,000 horsepower, and nearly 15,000 pound-feet of torque." The road to being crowned "the most powerful truck" starts with a dyno run, and then continues through the completion of a CDL-style obstacle course, an eighth-of-a-mile drag race while towing a 10,000-pound trailer, a quarter-mile drag race without a trailer, a fuel economy test in the mountains and finally a sled-pulling test through a 300-foot-long packed-mud pit.
What kind of trucks get into such a fight? Last year's winner, for instance - who upgraded his truck this year to prove he didn't "luck into the win" - drives a 2008 Ford F-250 Super Duty with a 6.4-liter Power Stroke V8 upgraded with a custom intake, Elite Diesel triple turbos and a two-stage nitrous system. Another competitor has a 2005 Dodge Ram 2500 powered by a 5.9-liter Cummins inline-six, upgraded with Garrett turbos, dual-stage nitrous, a seven-inch exhaust stack and twin fans built into the bed to cool the Sun Coast Omega transmission. The numbers on that truck: 1,255 horsepower, and 2,063 pound-feet of torque at the wheels. Naturally, as the image above might suggest, things don't always end well.
You'll find all five videos covering this years challenge below. A scene in the dyno video sums it all up perfectly: a competitor leaves his nitrous on too long and the crew is treated to some ominous poppings, he leans out the window, throws both hands up and shouts, "Amer'ca!"