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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Horn, Hackenburg, Hatz to be fired as VW diesel scandal deepens

Volkswagen will sack three more high ranking executives, including the head of its US division, as the company's diesel scandal deepens. Reuters reported Thursday morning that the executives are: Michael Horn, who has led VW's US operations since January 1, 2014; Ulrich Hackenberg, who oversaw Audi's research and development; and Wolfgang Hatz, who was in charge of R&D for Porsche. A VW spokesman wouldn't comment in response to an Autoblog email. The moves come in the wake of longtime VW chief executive Martin Winterkorn stepping down on Wednesday. Volkswagen's board said at the time that it expected more personnel changes to follow. Volkswagen's board is scheduled to meet Friday, and Porsche CEO Matthias Muller has reportedly been named as Winterkorn's successor. The German auto giant was plunged into crisis last Friday when the EPA charged that the company manipulated software in its diesel-powered cars to pass US emissions tests. About 482,000 vehicles in the US are affected, and VW estimates 11 million around the world could have the rigged software. The revelations have prompted outcry from governments and regulatory agencies, and in the US, Volkswagen could face a fine of up to $18 billion. The departure of Horn, Hackenberg, and Hatz is a stunning downfall for three of the company's top and most visible executives. Horn had led US operations for less than two years, taking over from Jonathan Browning, who was well-respected but failed to reach VW's ambitious sales targets. Before overseeing Audi R&D, Hackenberg was hailed as a visionary for work in developing VW's modular architectures, which allow the company to save time and money by building many vehicles off the same chassis. Hatz had led Porsche R&D since 2011 and also was in charge of engines and transmission development for all of Volkswagen. Related Video: News Source: ReutersImage Credit: Getty Images Government/Legal Green Hirings/Firings/Layoffs Audi Porsche Volkswagen Emissions Diesel Vehicles vw diesel scandal vw diesel ulrich hackenberg michael horn wolfgang hatz

The UK votes for Brexit and it will impact automakers

It's the first morning after the United Kingdom voted for what's become known as Brexit – that is, to leave the European Union and its tariff-free internal market. Now begins a two-year process in which the UK will have to negotiate with the rest of the EU trading bloc, which is its largest export market, about many things. One of them may be tariffs, and that could severely impact any automaker that builds cars in the UK. This doesn't just mean companies that you think of as British, like Mini and Jaguar. Both of those automakers are owned by foreign companies, incidentally. Mini and Rolls-Royce are owned by BMW, Jaguar and Land Rover by Tata Motors of India, and Bentley by the VW Group. Many other automakers produce cars in the UK for sale within that country and also export to the EU. Tariffs could damage the profits of each of these companies, and perhaps cause them to shift manufacturing out of the UK, significantly damaging the country's resurgent manufacturing industry. Autonews Europe dug up some interesting numbers on that last point. Nissan, the country's second-largest auto producer, builds 475k or so cars in the UK but the vast majority are sent abroad. Toyota built 190k cars last year in Britain, of which 75 percent went to the EU and just 10 percent were sold in the country. Investors are skittish at the news. The value of the pound sterling has plummeted by 8 percent as of this writing, at one point yesterday reaching levels not seen since 1985. Shares at Tata Motors, which counts Jaguar and Land Rover as bright jewels in its portfolio, were off by nearly 12 percent according to Autonews Europe. So what happens next? No one's terribly sure, although the feeling seems to be that the jilted EU will impost tariffs of up to 10 percent on UK exports. It's likely that the UK will reciprocate, and thus it'll be more expensive to buy a European-made car in the UK. Both situations will likely negatively affect the country, as both production of new cars and sales to UK consumers will both fall. Evercore Automotive Research figures the combined damage will be roughly $9b in lost profits to automakers, and an as-of-yet unquantified impact on auto production jobs. Perhaps the EU's leaders in Brussels will be in a better mood in two years, and the process won't devolve into a trade war. In the immediate wake of the Brexit vote, though, the mood is grim, the EU leadership is angry, and investors are spooked.