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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.

2019 GMC Sierra shows off new headlights in Los Angeles

Despite being just three weeks in to 2018, it's not too early to dub this the year of the truck. At last week's Detroit Auto Show, we saw the debuts of the 2019 Chevy Silverado, 2019 Ram 1500 and the return of the 2019 Ford Ranger. As with every new Silverado, a sister vehicle follows from GMC. Just take a look at these new spy shots of the 2019 GMC Sierra 1500. These photos were taken out in Los Angeles, presumably for some warm weather testing outside of Michigan. At the Silverado's debut, GM VP Mark Reuss said there would be a significant difference between the Silverado and Sierra with this new generation. The grille on the Sierra appears to be far more upright and rectangular, contrasting the rounded look of the new Silverado. The headlights are larger and more upright. The same goes for the foglights. The profile and rear look fairly similar, though the fenders on the Sierra are more squared off. While we don't know what will rest under the Sierra's hood, expect it to share powertrains with the Silverado. That would mean updated versions of the 5.3-liter V8 and 6.2-liter V8 would be joined by 3.0-liter inline-six diesel. Look for the new Sierra as soon as the Chicago Auto Show next month. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Featured Gallery 2019 GMC Sierra spy shots Image Credit: Brian Williams Design/Style Spy Photos GM GMC Truck gmc sierra 1500

Safety group pans GM’s new Marketplace in-dash shopping

When it comes to our cars, is the Internet of Things a godsend? Or a hidden menace that will create more problems than it will solve? On the same day General Motors announced it will equip newer-model cars with its in-dash Marketplace e-commerce app, a prominent safety group was shooting it down. National Safety Council President Deborah Hersman tells Bloomberg the technology will only contribute to distracted driving and hurt efforts to stem the tide of rising auto fatalities, which grew 5.6 percent to more than 37,000 in the U.S. in 2016. The National Highway Traffic Safety Administration says distracted driving was responsible for 3,477 fatalities and 391,000 injuries in 2015, the most recent year for which it has data. "There's nothing about this that's safe," Hersman told Bloomberg. "If this is why they want WiFi in the car, we're going to see fatality numbers go up even higher than they are now." Marketplace, developed with IBM, will allow drivers — or more often, one hopes, their passengers — to order coffee or food, find gas stations and reserve hotel rooms from their dashboard screens. The technology is set to be uploaded automatically to nearly 1.9 million GM vehicles model-year 2017 and later that are equipped with WiFi hotspots and compatible systems. By the end of 2018, about 4 million Chevrolet, Buick, GMC and Cadillac vehicles will be equipped with Marketplace. The app will debut with a limited number of participating retailers, including TGI Fridays, Shell, Exxon Mobil and Starbucks, with more likely to join later. Online retail giant Amazon is also partnering with automakers such as Ford to bring e-commerce capabilities inside the car through its Alexa personal assistant. While convenience is nice, one other thing is becoming clear as the IoT wedges its way into our cars: It's taking aim at some decidedly first-world problems.Related Video: Image Credit: GM Buick Cadillac Chevrolet GM GMC Technology Infotainment in-car entertainment marketplace e-commerce