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2016 GMC Terrain Denali Quick Spin

Here's a bewildering statistic – General Motors sold over 347,000 GMC Terrain and Chevrolet Equinox crossovers in 2014, making the Theta platform twins the best selling vehicles in their segment. GM sold more Equinox/Terrain crossovers than Honda did CR-Vs, Ford did Escapes, and Toyota did RAV4s. After a week behind the wheel of the 2016 Terrain Denali, we can't fathom why GMC's entry, which accounts for nearly a full third of GM's annual small CUV sales, has been so popular. An inefficient engine, cheap interior plastics, uncomfortable seats, a shortage of technology, and a high price left us questioning why anyone would order this Denali over a Titanium-trim Ford Escape, a Jeep Cherokee Limited, or a Hyundai Santa Fe Sport with the Unlimited Package. Driving Notes While looks are subjective, we'd posit that GMC didn't go far enough with its 2016 mid-cycle refresh. New accents on the front bumper, a tweaked grille surround, and LED running lights round out the changes up front, while the rear gets a slightly different bumper. GMC claims there's a new hood, although we challenge you to pick out the differences – here are the official galleries for the 2013 and 2016, if you'd like to try. GMC missed a tremendous opportunity here. New headlights, some restyled taillights, and tweaked mirrors would have given the impression of a more significant refresh. As it stands, these changes don't add up to much. GMC also claims it made changes in the cabin, adding a "revised instrument panel center stack." Aside from the missing CD slot, which has been replaced with an oddly shaped and not terribly useful shelf, it's hard to spot much of a difference. The Terrain Denali's cabin materials feel cheap. You'll be spending at least $35,000 to park one of these in your driveway, but aside from the leather-and-faux-wood steering wheel, no material feels worthy of that price tag inside. The lower dash plastics are hard and scratchy, the center stack feels hollow and creaks when pressed on, and the too-small shade over the seven-inch display feels flimsy. The upper dash is covered in a cheap-feeling, leather-like material that looks unchanged from when the Terrain Denali debuted back in model year 2013. These materials don't make sense in a vehicle that, as tested, exceeded $41,000. The most egregious thing about the refreshed Terrain is the lack of content.

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.

2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.