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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.

GM puts e-commerce shopping in car dashboards

DETROIT — General Motors on Tuesday said it will equip newer cars with in-dash e-commerce technology, betting it can profit as drivers order food, find fuel or reserve hotel rooms by tapping icons on the dashboard screen, instead of using smartphones while driving. GM's Marketplace technology, developed with IBM, will be uploaded automatically to about 1.9 million model-year 2017 and later vehicles starting immediately, with about 4 million vehicles across the Chevrolet, Buick, GMC and Cadillac brands equipped with the capability in the United States by the end of 2018, GM said. GM will get an undisclosed amount of revenue from merchants featured on its in-dash Marketplace, Santiago Chamorro, GM vice president for global connected customer experience, said during a briefing for reporters. Customers will not be charged for using the service or the data transmitted to and from the car while making transactions, he said. "This platform is financed by the merchants," Chamorro said. GM will get paid for placing a merchant's application on its screens, and "there's some level of revenue sharing" based on each transaction, he said. It is too soon to say how much revenue GM could realize from the Marketplace system, he said. The GM Marketplace will compete for customer clicks and revenue with hand-held smartphones, which offer a far richer array of applications than the GM system will at the outset. Amazon.com is partnering with other automakers, including Ford, to offer in-car e-commerce capability through Amazon's Alexa personal assistant system. For example, GM will launch Marketplace with just Shell and Exxon Mobil icons in the fuel category. The only restaurant available for in-car table reservations at launch is the chain TGI Fridays, GM said. In addition, there will be apps for parking, and ordering ahead at coffee shops and restaurants such as Starbucks, Dunkin' Donuts and Applebee's. "We will be adding more vendors," with some coming in the first quarter of 2018, Chamorro said. In addition, he said GM plans to expand integration into its vehicles of music, news and other information services. GM also hopes to use its in-car Marketplace connections to expand purchases of products and services, such as additional access to in-car wifi, from its own replacement parts business and dealer network. Customers can "expect to see more service promotions coming through the platform," Chamorro said. Reporting by Joe WhiteRelated Video:

How the Ram Multifunction Tailgate compares to Ford, GMC, Honda

Ram just announced its Multifunction Tailgate — a descriptive if not very creative name. It's an asymmetrical barn-door arrangement, which can both fold down like a conventional tailgate or swing open like a gate. There's a new bed step, but unlike Ford or GM, the step isn't part of the tailgate itself. Rather, it kicks out from under the bumper (as opposed to out from under the driver's side of the rear bumper in its previous incarnation). So let's just focus on the tailgate functionality. A video of the Ram Multifunction Tailgate in action is above. For one, either of the swinging tailgate sections can be opened independently. They open to a full 88 degrees. In conventional flip-down mode, the tailgate works just like a normal one, too, with a 2,000-pound rating. The bottom line is that while it gives a variety of types of access to the load area, it doesn't "do" anything else. It's a $995 option on any Ram 1500. Its closest analogue is the Honda Ridgeline, which works basically the same way, but on that truck the tailgate swings as one piece. And the Honda's load rating isn't as hefty as the Ram's tailgate: 300 pounds. As Honda says, that's sufficient to hold the weight of the part of an ATV hanging out of the bed, or something similar, but it's a lighter-duty unit (and a lighter-duty truck) than the Ram's overall. Let's also get Ford's one-trick tailgate out of the way before comparing to the more analogous, and complicated, GM MultiPro. A bit of trivia: Ford's optional Tailgate Step is actually designed and supplied by Multimatic, better known as the outfit that builds the Ford GT and produces the DSSV spool-valve shocks. This step has been available for years. It pulls out of the top edge of the tailgate when the tailgate is lowered, deploying a single step. A separate handle pulls out from beside the step and flips up, giving a handhold. While it was initially (and infamously) mocked by competitors, with load floor heights as high as they are it's better than toting around a stepstool. It's currently a $375 standalone option. Now we get to the GMC MultiPro tailgate, the most complicated and multi-functioned around. It's essentially a tailgate within a tailgate, with a fold-out stopper that deploys from the inner tailgate. This gives it several functions depending on the position of all the parts. It can still be used like a normal tailgate, dropping down at the push of a button or using the key fob.