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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.

The GMC Hummer EV could spawn a smaller electric truck

Over 90,000 motorists have reserved a GMC Hummer EV, and the truck's relative popularity has convinced executives to consider launching a smaller and presumably more affordable model. While nothing is official yet, the Hummer EV's smaller sibling could be a midsize pickup. Citing "people familiar with the matter," Automotive News reported a smaller Hummer EV exists in the design studio that General Motors operates in California. There's no word on what it looks like yet, though it presumably borrows at least some of the rugged-looking styling cues that characterize the controversial, 9,200-pound truck. Interestingly, the smaller model could bring the Hummer name to Europe. It's too early to provide technical specifications. The model hasn't received the proverbial green light for production but Automotive News added that it's a "priority project" and that it has "a good chance of going into production." If and when it does, it's reasonable to assume the truck will use the Ultium battery technology found under the full-size Hummer EV, among other electric models from General Motors. GMC hasn't commented on the report, and it hasn't announced plans to launch a second Hummer-branded electric pickup. If the report is accurate, the baby Hummer is at least a couple of years away from hitting showrooms. First, the Hummer EV SUV will enter production. We've been here before: a downward expansion is exactly how the now-defunct Hummer brand was born. The military-bred H1 spawned the H2 for 2002 and the H3 for 2006. An even smaller off-roader previewed by the 2008 HX concept was planned but ultimately canned. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

Sunday Drive: Spying an automotive future of performance

I spy, with my little eye ... the future of the automotive world here in the United States. That pretty much sums up this week's Sunday Drive, in which we pull out the most popular stories on Autoblog of the previous week and try to draw some sort of conclusion as to what binds them all together. This week, it's spy shots, starting with one of the biggest and baddest muscle cars the world has ever seen: the Dodge Challenger Hellcat. The Hellish coupe gets a new hood for 2019 with dual scoops, but that's about the only meaningful change for the new model year. No matter. As long as it's packing 700-plus horsepower under those two hood scoops, all will be right with the world. Moving on, we take keep the performance angle but move it from the street to the dirt with a new version of the Chevy Colorado ZR2 that we think is probably called the Bison. We think it'll keep the high-tech suspension bits of the regular ZR2, but add expedition gear that may include a snorkel and a winch. Which, if true, is pretty dang cool. Keeping the truck theme is the 2019 GMC Sierra. There's nothing particularly noteworthy about the trim level in which the truck was spied, and that's what makes this specific example interesting. Base-model trucks almost never get much attention, but they sell in droves to workers who need an honest-to-goodness truck for work or play and don't care about bells, whistles, or massive chrome badges. And finally we have the 2018 Jeep Wrangler, which is on fire on the sales floor right now. But those are all V6-powered Wranglers flying off the showroom floor. Soon, a turbocharged four-cylinder engine option will become available, and now we know that it will return up to 23 miles per gallon in the city and 25 on the highway. That makes it the most fuel efficient Wrangler that Jeep has ever sold. As always, stay tuned to Autoblog this week for all the automotive news that's fit to publish. 2019 Dodge Challenger Hellcat with twin-scoop hood spied with no camouflage Chevy Colorado ZR2 Bison caught testing 2019 GMC Sierra 1500 spied in base trim level 2018 Jeep Wrangler four-cylinder fuel economy revealed Spy Photos Chevrolet Dodge GMC Jeep Truck Coupe SUV Off-Road Vehicles Performance dodge challenger srt hellcat sunday drive