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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.

2015 Chevy Tahoe, Suburban and GMC Yukon unveiled

General Motors has today unveiled its new family of fullsize SUVs, including the 2015 Chevy Tahoe, its longer Suburban sibling, and their GMC Yukon, Yukon XL and Yukon Denali cousins. More efficient powertrains, improved aerodynamics, increased connectivity and better overall refinement are what Chevy and GMC say will separate their new SUVs from the current generation.
Sporting a tried-and-true body-on-frame architecture, these full-size SUVs feature platforms that are stronger and offer a wider rear track for "a more planted stance," according to Chevy and GMC. Mounted at the front of each SUV is an EcoTec3 powertrain, which consists of a standard 355-horsepower, 5.3-liter V8 (or a 420-hp, 6.2-liter V8 for the GMC Yukon Denali alone) with direct injection, cylinder deactivation and continuously variable valve timing, that's paired with a Hydra-Matic 6L80 six-speed automatic transmission. The setup is said to be more efficient than before, though official EPA fuel economies for each vehicle are not yet available. To help the powertrain achieve the best possible fuel economy in these 5,000+ pound SUVs, the new styling was developed with aerodynamics in mind. For the same reason, electric power steering also makes its debut in the Tahoe/Suburban/Yukon family.
The front fascias of the Chevy Suburban/Tahoe and GMC Yukon are distinct, but from the base of the A-pillars back, they share most of the same styling cues. This now includes inlaid doors that tuck into the door sills, instead of over them, which improves aerodynamics and fuel economy, and lessens interior noise. The hoods and liftgate panels now are made of aluminum in an effort to reduce vehicle weight. Chevy and GMC also tout that the Tahoe/Suburban and Yukon don't share a single piece of sheetmetal or lighting element with the brands' full-size pick-up trucks.

Expect greater differentiation in GM's next-generation SUVs

General Motors says its next-generation Chevrolet Tahoe, Suburban, GMC Yukon and Cadillac Escalade models will offer shoppers improved interior differentiation. Car and Driver recently caught up with Chris Hilts, GM's creative manager of interior design, who said that the cabins will all feature unique instrument panels, consoles, center stacks and switchgear moving forward. Apparently GM is now aware that consumers may be bothered by the fact that today's $85,000 Escalade has effectively the same cabin as a $45,000 Tahoe. Hilts says SUV buyers want more refinement than their pickup purchasing counterparts - and those same buyers also want their SUVs to have more exterior differentiation between the company's Silverado and Sierra pickup lines. Shocking.
That all sounds good to us, but we've heard this song and dance before. GM made big waves about how different the new-for-2013 Silverado and Sierra would look from each other, but judging by what we've seen so far, GM's stylists are painting in shades rather than with the full spectrum. For more on the what to expect out of GM's new SUVs, click on the C/D link below.