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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.

Daily Driver: 2015 GMC Canyon

Daily Driver videos are micro-reviews of vehicles in the Autoblog press fleet, featuring impressions from the staffers that drive them every day. Today's Daily Driver features the 2015 GMC Canyon, reviewed by Seyth Miersma. You can watch the video above or read a transcript below. Watch more Autoblog videos at /videos. VIDEO TRANSCRIPT [00:00:00] Hey, guys. This is Seyth with Autoblog, and I'm here in the 2015 GMC Canyon pickup truck. The version I'm in is about as bare bones as this truck gets. We've got a convenience group package, which means I have things like a remote lock and unlock. I've got a spray-in bed liner and then I've got the very tiny but still useful infotainment system, which allows for things like hooking up your phone, [00:00:30] Bluetooth streaming music from my iPhone to the sound system, things of that nature. Really there's not a whole lot here. What you see is what you get. The interior is pretty basic. We've got gray plastic. We've got black plastic. We've got these gray cloth seats which I actually kind of dig. They've got a cool shape. It's comfortable in terms of the interior but it's certainly not fancy at all. You go back and look into the segment and you look at offerings from Nissan and Toyota and you'll see that this really feels pretty [00:01:00] plush certainly compared to their base level trucks. We've got the 2.5-liter 4-cylinder in it. Still makes 200 horsepower and 191 pound feet of torque. It doesn't feel completely slow but I'll admit that some of that has to do with the fact that I have a six-speed to play around with. I'm revving it up a little bit higher than you normally would with a pickup truck. It's not fast. It doesn't mean that it's not a little bit fun to drive. [00:01:30] We've come so far in terms of overall ride quality, noise vibration and harshness and things of that nature in all pickup trucks that it's frankly surprising to see something at the very bottom end in terms of price of the market be as good as this is. I think that you're going to get a lot of people who are into the truck lifestyle who like the look. You're going to get a lot of people who are moving down from bigger trucks that still want to have a little bit of capability. Then with things with a truck of this nature where you're talking about a [00:02:00] sub-$25,000 price point, you're just going to get a lot of people who want a vehicle of any kind, kind of a budget vehicle.

Why 2015 is going to be a huge year for trucks

Nissan chief executive Carlos Ghosn took center stage to introduce the 2016 Titan last week at the Detroit Auto Show. He spoke of the truck's new features, impressive Cummins V8 diesel engine and the extensive amount of time and money required to build a modern, competitive pickup truck. "We have done all of this because we see opportunity – an opportunity in the unmet needs of today's American truck customers," Ghosn said. He was speaking about the Titan, but his thoughts echo the industry's mindset: When it comes to trucks, find an opportunity and attack. Even with CAFE regulations looming and fickle consumer preferences, investing in trucks is a no-brainer for automakers. Some consumers will always need a truck for their job or lifestyle. And some people will always want one, whether they need it or not. With that in mind, here are four reasons why the pickup-truck sector is more important than ever and poised for growth in 2015. View 24 Photos The Nissan Titan Is Back Okay, it never left, but the Titan hadn't been redesigned since its launch in 2003, and Nissan sold more NV200s than Titans in 2014. It's an understatement to say the truck was languishing. That all changes with the 2016 model. The Titan will come in two variants, a traditional fullsize competitor and the Titan XD. The XD will lead the market launch, and it arrives late this year. It's pitched as a "whitespace" offering, Nissan sales and marketing vice president Fred Diaz said. The idea is to offer something in the general size and price range of a fullsize truck, but also have some of the capability of a heavy-duty truck. The XD uses a fully boxed ladder frame, the chassis design from Nissan's commercial division, and the wheelbase is about 20 inches longer than other Titan models. The XD, which Nissan is calling the flagship of the line, will be the only model with the 5.0-liter Cummins turbodiesel V8. It produces 310 horsepower and 555 pound-feet of torque, while being able to tow 12,000 pounds. V6 and V8 gasoline models will also be offered on the Titan XD and the standard, non-XD model. When production ramps up, the Titan will be sold with several cabs, beds and trims. New features include trailer sway control, an integrated trailer brake controller, more storage options in the cabin and even laminated front and rear side glass to reduce outside noise. All of this has given Nissan fresh confidence in an area where it admittedly has been lacking. "We can compete," Diaz told Autoblog.