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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.

2019 GMC Sierra AT4 First Drive Review | Off-road overkill

The road ahead is dirt with a rut here and a rock there. Brush keeps a respectable distance on the right side, the edge on the left gradually falls away into the valley below. The grade is nothing your treadmill couldn't duplicate and traction is pretty good. Honestly, a couple in their Subaru Crosstrek could pop up here for a picnic. The 2019 GMC Sierra AT4 we're driving is therefore complete overkill. But at least it looks the part as it trudges up this uncharacteristically verdant mountain with San Diego in the distance to the north and Mexico to the south. Its special, dechromed AT4 grille has a purposeful appearance, but tastefully lacks the show-off machismo of Ford and Ram's off-roading models. The red tow hooks are a nice touch and the dark-accented 20-inch wheels wrapped in all-terrain rubber are just the right size beneath a suspension that is raised an extra 2 inches from every other Sierra. That would be one of the key elements that differentiates the AT4 as the Sierra's off-roading model – GMC's answer to the Chevy Silverado's Trail Boss trims. In fact, their mechanical enhancements are identical. Besides the 2-inch lift, the suspension features off-road-tuned Rancho monotube shocks. There's also a locking rear differential, a two-speed transfer case, skid plates and those tow hooks. The 5.3-liter V8 with Dynamic Fuel Management is similarly standard, but unlike the Silverado Trail Boss, the Sierra AT4 offers the 6.2-liter V8 good for 420 horsepower and 460 pound-feet of torque as a roughly $2,500 option. That's the engine we have and it delivers the expected punch, complete with a satisfyingly snarling exhaust note. However, as observed in back-to-back drives with these two available engines during the Silverado launch, the 6.2 certainly isn't necessary. The 5.3-liter is seriously capable and the bigger engine is largely for those who want to have the biggest number possible emblazoned on the fender. It's overkill, which in this particular environment, is fitting. Besides the available engine upgrade, the AT4 also goes beyond its Trail Boss counterpart by dipping into the Sierra Denali's tool box. Its MultiPro tailgate is standard equipment, allowing for six different configurations, the most notable of which include a means of more easily reaching into the bed and a drop-down step that eases entry into the bed. GMC's considerable touting of that last element is rife with hypocrisy given GM advertisements that mocked Ford's similar feature.

REWIND: Watch the GMC Hummer EV live reveal right here

It has been a long wait to see the GMC Hummer electric pickup truck, which was teased way back at the Super Bowl in February of this year. And that wait ends tonight at 8 p.m. eastern time when GM pulls the covers off the truck. You can see the whole reveal right here, or during the World Series on Fox or "The Voice" on NBC. For everything we know about the truck, go to our reveal post here. The truck should be impressive. GMC has previously announced it will have up to 1,000 horsepower, and it will have a variety of fun features such as removable roof panels and four-wheel steering that can move the truck sort of sideways with "Crab Mode." The GMC Hummer will also be available in pickup and SUV forms. So be sure to tune in tonight for one of the biggest (figuratively and literally) vehicle reveals of the year. And keep an eye on Autoblog for all the latest on the Hummer and other vehicles.