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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.

Buick begins offering 24-hour test drives

Even as the year's sales charts show a decline, Buick says its brand image is improving. To bolster that soft metric while it works on overhauling its lineup - consumers are clamoring for more crossovers - the brand will begin offering overnight test drives as of July 23. Buick trialled the program in Phoenix and got a good response, so it rolls out as an ad-supported nationwide campaign called "24 Hours of Happiness" as of July 22. The push is on probation for three months while Buick evaluates it, but they expect it to continue beyond 90 days. Cars will be sourced from the loaner fleets that dealers offer customers whose cars are in for service, so only dealers with such fleets will be able to participate. General Motors did the same thing in 2003 and 2004, at the time saying it led to more than 500,000 "extended" test drives and close to 190,000 sales. That program had a cash component, in that buyers were offered $250 if they chose a non-GM vehicle after their test drive. 24 Hours of Happiness won't come with any inducements; Buick is taking the long view, positioning this as support for the brand instead of as bait for immediate returns. The Phoenix dealer who ran the program first said that it got fewer bites than he expected, but that customers who took a car home "were far more likely to buy the vehicle." Cue the Regal GS hooning in three, two... Related Video:

GM admits goal of 500,000 EVs by 2017 won't be met

After a little over four years of Chevy Volt sales, General Motors has a better handle on how many people it expects will buy cars with plugs. And it's less than the company thought back in 2012, when then-senior vice president of global product development, Mary Barra, said that GM expected to sell 500,000 "vehicles with electrification" by 2017. In a sustainability report released this week, GM says that half-million vehicle target will not be met but that it still, "believes the future is electric." In the report, GM says that, "For our commitment to electrification, our forecasted outlook currently projects us, along with the broader automotive industry, falling short of expectations for 2017. ... We continue to aspire to our stated goal." GM's electric lineup includes the Volt, the recently popular Spark EV, the slow-selling Cadillac ELR and upcoming Malibu Hybrid, CT6 plug-in hybrid and eAssist technology in the Buick LaCrosse and Regal. GM says it has 180,834 electrified vehicles on the road in the US today. In 2013, it had 153,034; 95,578 in 2012, and 39,843 in 2011. The company's next big plug-in vehicle will be the second-gen Chevy Volt, which is coming to market later this year, followed by the 200-mile Bolt EV coming, we think, in 2017. GM Employees on Mission to Transform Transportation Sustainability report outlines vehicle and manufacturing progress; sets new targets 2015-05-07 DETROIT – General Motors' just-released sustainability report chronicles efforts by the company's 216,000 employees to live out GM's newly defined purpose and values by earning customer loyalty, applying meaningful technology advances and improving the communities where it does business. These actions – led by CEO Mary Barra – further drive sustainability into the company's culture through building safer and smarter vehicles with less environmental impact. "GM will take a leading role in the auto industry's transformation as it undergoes an unprecedented period of change," said Bob Ferguson, senior vice president, GM Global Public Policy. "From GM's labs to its assembly lines, our people are driving the world to a better place through improved mobility." The company believes the future is electric, with billions of investment to support an all-in-house approach to the development and manufacturing of electrified vehicles. It now counts 180,834 on the road in the U.S – up from 153,034 in 2013.