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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.

2016 GMC Sierra Denali Ultimate wants to take even more off the top

What do you do when getting to the top of Denali isn't enough? You create a higher peak called Denali Ultimate. That's what GMC has done with the 2016 Sierra, the new Sierra Denali Ultimate adding even more content and showing off the truck's refreshed face and new Denali grille. The reasoning behind this truck is perfectly sane. GMC says that in 2013 it had zero percent of the premium light-duty truck market; since that time, the brand says the segment (with an average transaction price beyond $55,000) has grown by a factor of ten, and the Sierra Denali has given GMC a 15.5-percent share. When it goes on sale in in the first quarter of next year, it can be optioned on the four-wheel drive 1500 Crew Cab with either the five-foot-eight or six-foot-six-inch bed. Standard equipment includes a sunroof, Lane Keep Assist, automatic headlights, Tri-Mode Power Steps, chrome tow hooks, and 22-inch wheels. The press release below has more. GMC Sierra Denali Ultimate: The Pinnacle of Premium Unique 22-inch wheels, expanded package of standard content drives exclusivity DETROIT, Tuesday, Nov. 17, 2015 – GMC is taking the range-topping style, craftsmanship and capability of the Sierra Denali even higher with the 2016 Sierra Denali Ultimate. It builds on the Sierra Denali's already class-leading attributes with a package of precision-crafted features designed to elevate its comfort, design and capability in the growing premium niche of the full-size truck market. GMC introduces the Sierra Denali Ultimate today, ahead of its public debut at the Los Angeles Auto Show. It goes on sale late in the first quarter of 2016. "The Sierra Denali has helped drive the growth of premium portion of the light-duty crew cab segment," said Duncan Aldred, vice president of GMC Sales and Marketing. "This truck is the ultimate expression of the Sierra Denali with greater emphasis on the bold and refined presence and advanced features that make Denali models synonymous with precision and exclusivity." Thanks in large part to Sierra Denali, which was redesigned in 2014, GMC commands 15.5 percent of the premium full-size truck segment, where average transaction prices exceed $55,000. The segment has nearly doubled in 2015 and grown tenfold since 2013, when GMC had zero percent of the market. In fact, Sierra Denali has helped GMC earn a higher share of the premium portion of the light-duty crew cab segment than of the overall full-size pickup segment.

GMC Sierra Elevation Edition is a dark take on a tough truck

GMC proved that it knew how to make a mean-looking pickup with the 2015 Sierra Elevation Edition. For the 2016 model year, the company is applying that aggressiveness to the refreshed Sierra that already looks tougher than the predecessor. The result is a seriously brawny truck that hits the market in the first quarter of 2016. Still based on the Sierra Double Cab, this latest take on the Elevation Edition starts with all of the styling tweaks for the standard 2016 truck, including a reshaped grille and headlights. From there, the pickup gets monochromatic with body-color parts for the door handles, mirror caps, grille surround, and bumpers. Black, 20-inch wheels finish the aggressive aesthetic. Drivers get an interior packed with tech, complete with a six-speaker stereo and seven-inch infotainment system that supports Apple CarPlay and Android Auto. All the occupants can also stay connected anywhere with OnStar 4G LTE and a WiFi hotspot. Under the hood, the Elevation Edition comes standard with a 4.3-liter V6 making 285 horsepower and 305 pound-feet of torque. A 5.3-liter V8 with 355 horsepower is also optional. Regardless of the powerplant, both come with a locking rear differential and the choice of two- or four-wheel drive. Check out the video below for a closer look at last year's truck, then scroll just a little bit further for the complete press release from GMC. Related Video: GMC Updates Sierra Elevation Edition for 2016 Sport appearance wears new front-end design, latest connectivity technologies DETROIT – The popular GMC Sierra Elevation Edition returns for 2016 with the styling enhancements and other features new to the entire Sierra 1500 lineup – including revised front-end styling with new, high-intensity discharge projector-beam headlamps and GMC Signature LED lighting. The Elevation Edition – available on Sierra double cab – has a street-smart stance, thanks to body-color moldings, door handles, mirror caps and a body-color grille surround, as well as body-color bumpers. It also rolls on 20-inch black-painted aluminum wheels and is further enhanced with new Elevation Edition badging. "The Sierra Elevation Edition offers a boldly styled pickup for customers who want a truck that looks as good as it performs," said Duncan Aldred, U.S. vice president, Buick and GMC.