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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.

GMC rules out subcompact crossover to go premium, focus on trucks

Don't wait for GMC's on-again, off-again baby crossover any longer. The company confirmed it has no plans to enter the growing car-based subcompact crossover segment in the near future because the expansion wouldn't fit its image. "I'm going to give you a definitive no on that one," answered Mark Alger, a regional marketing manager for GMC's Canadian division, when asked about the entry-level segment by GM Authority. "We want to position GMC as a premium brand, focus on our trucks, and capitalize on the AT4 name," he added. Positioning GMC as a premium brand wouldn't prevent officials from giving an entry-level the green light; Audi, BMW, and Mercedes-Benz all sell cars priced in the vicinity of $30,000. Focusing on trucks like the Sierra and the Canyon makes sense, however, because they compete in a bigger segment of the market where profit margins are much wider. It helps that GMC doesn't have to worry about markets outside of North America; it's not concerned about its sales and image in, say, Spain. We've heard speculation about GMC's entry-level model since the Granite concept (pictured above) made its debut during the 2010 Detroit auto show. It was approved for production in 2010, approved again the following year (complete with rear suicide doors), and canceled in 2012, but the reports never went away. The segment's popularity added credibility to the recent murmurs describing a born-again Granite aimed at the Honda HR-V and the Toyota C-HR, among others. The Chevy Trax and Buick Encore are both GM vehicles that compete in this segment.  GMC also canceled a body-on-frame, Bronco-taming SUV, according to a recent report. The truck-focused automaker promised every nameplate in its range will receive the rugged AT4 treatment by 2021, however, and it announced plans to show the off-road-ready Canyon in early 2020.

Next-gen Chevy Silverado and GMC Sierra may use carbon fiber

It's been generally accepted that the next generation of full-size GM trucks will use some sort of strong, lightweight material for the beds while retaining steel for the cab. While aluminum seems like the most obvious choice, according to Automotive News, the Chevy Silverado and GMC Sierra will incorporate both aluminum and carbon fiber in their beds. The publication cites sources from within GM, though it seems the introduction of this comparatively exotic material mix is still a few years off. While carbon fiber is both stronger and lighter than steel and aluminum, it takes significantly more time and money to produce, essentially relegating the material to small-volume cars. The main benefit for trucks is the resulting reduction in weight to improve fuel economy without sacrificing the tough, rugged capabilities truck buyers expect. The Ford F-150 made the switch to aluminum for the 2015 model year and it's proved highly successful. It seemed like it was only a matter of time before the competition followed suit. Automotive News says that the next-gen trucks will launch with aluminum beds and that it will take a couple of years before we'll see any carbon fiber incorporated into the design. Even then, only look for the composite material on higher-trim models, with a trickle down to lower-spec trucks possible further in the future. In 2011, GM announced it was working with Japan-based Teijin Limited on a carbon fiber reinforced thermoplastic. There's a good chance that material's introduction will be on trucks. Related Video: News Source: Automotive News Plants/Manufacturing Rumormill Chevrolet GM GMC Truck