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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.

Bosch builds an infotainment system that just might not suck

As far as we've come with in-car infotainment and interfaces over the past decade or so, we still have a long way to go — as most current systems show. Whether it's high-end brands like Mercedes-Benz with its kludgy COMAND system, which we hope will be replaced with the MBUX platform revealed at CES, or more mainstream vehicles like Hondas (with their frustrating, knobless Display Audio interface), getting the kind of content and ease of use in the car that we're used to having on other connected devices is far too complex and sometimes costly. While Apple and Google have tried to ride to the rescue with CarPlay and Android Auto, respectively, they're limited solutions. No automaker or tech supplier has been able to deliver an easy, economical, flexible and non-distracting infotainment solution. But Bosch could be closing in on this elusive goal, given the digital cockpit concept demo I recently received at CES. Displayed in a Cadillac Escalade, the concept featured five interconnected color screens: one in the instrument cluster, two in the center console, and two more in the front-seat headrest for second-row passengers. The digital cockpit concept demo had cool features such as haptic-feedback touch-screen controls that created an edge-like feeling similar to a physical button, facial recognition to confirm driver credentials, and the intelligence to know the location of a phone in the car to lock it out to keep the driver from texting. The most significant aspect of the Bosch digital cockpit concept wasn't visible — but shows the company's vision for a future of seamless, convenient, cost-effective and safe in-car infotainment. It's powered by a single electronic control unit (ECU) that can simultaneously run multiple operating systems and also separates vehicle and infotainment controls for critical safety and cybersecurity reasons. Most modern cars can have as many as 100 separate ECUs, Philip Ventimiglia, product manager for Bosch Car Multimedia North America, explained at CES, and several just for infotainment functions. "The goal is to reduce that to about 10 so that we can save cost throughout the vehicle and enable new technologies," he added. "OEMs want to put more technology into cars, but it costs money," Ventimiglia said.

Expect the Cadillac XT3 small crossover in late 2018

Cadillac's sedan-heavy lineup can't complete in this crossover-crazy market, it seems. The Detroit News spoke to Cadillac boss Johan de Nysschen and found out some more details about the brand's plan to alter its lineup to cater more to current consumer tastes. It's no surprise that these plans would include a small crossover, because de Nysschen has been talking about a vehicle smaller than the XT5 like this since at least 2015. The report also pins the Fairfax Assembly Plant, where GM builds the Buick LaCrosse and the Chevrolet Malibu, as the site for what could be called the XT3's production. That's not an immediately obvious choice, since the LaCrosse and Malibu are based on the latest evolution of the Epsilon platform, known as E2XX. And the XT5 is based on a crossover version of that same platform (known as C2XX), while XT3 is expected to be smaller than the XT5. So perhaps there's a different assembly line going into Fairfax, or the C2XX platform can be significantly shortened. We assume that the XT3 would be built on a smaller platform, perhaps the Gamma II that underpins the Chevrolet Trax and Buick Encore – which are built in either South Korea or Mexico, depending on which market they are to be exported to. The Encore is selling very well for Buick, with sales figures increasing through late last year. Another possibility is the D2XX platform that underpins the Chinese-built Buick Envision and the GMC Terrain and Chevrolet Equinox, perhaps with assembly happening at the CAMI plant in Ontario. At this early stage, without confirmation of GM as to what platform the XT3 will use or where it will really be built, it's too early to say what the Fairfax rumor means. This isn't the first time we've heard about a small Cadillac crossover. Back in 2015, de Nysschen told us to expect it sometime in 2018. But later that year, speaking to Reuters, he posited that it'd be closer to 2019. The Detroit News says de Nysschen told them it'll launch in the second half of 2018, splitting the difference between what we'd heard previously. Remember, Cadillac's only two vehicles in the segment are the XT5 and Escalade. We know that the brand is almost certainly scrambling to fill the holes in that side of the lineup. We think a three-row crossover will slot between the two, probably called the XT7.