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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.

GM's redesigned full-size 2021 SUVs face delay over coronavirus

As General Motors works to conserve cash for the coronavirus pandemic, the automaker reportedly told suppliers that it is postponing development of several future vehicles. The situation may cause GM to delay the launch of the 2021 Cadillac Escalade, GMC Yukon, Chevrolet Tahoe and Chevrolet Suburban SUVs, which had been planned to roll out in April. The original launch plan for the redesigned full-size SUVs, which are some of the most profitable vehicles produced by GM, had called for production of the current models to end at its plant in Arlington, Texas, this week. After a retooling process, the redesigned SUVs were slated to begin production late in the month of April. In an email to suppliers viewed by Reuters and confirmed as authentic by GM, the automaker also said it was suspending development work on six future vehicle programs, including updates of the Chevrolet Equinox, GMC Terrain, Cadillac XT4, Bolt EV, Chevrolet Silverado and GMC Sierra. GM said preproduction work on those programs would be pushed back to calendar year 2021, with most of the updated vehicles scheduled to be launched as 2022 models. According to the Detroit News, work has also been paused on the Chevy Camaro and a future version of the Corvette that has yet to be unveiled and wasn't planned for production during the 2020 calendar year. Last week, the automaker told employees and suppliers it was delaying work on some future vehicles while pushing ahead with near-term models such as its redesigned full-size SUVs and the GMC Hummer EV, Cadillac Lyriq, Chevrolet Bolt EUV and Cruise Origin, as well as its new Ultium battery system. A GM spokesman who spoke with Reuters reiterated on Monday what the automaker had said last week — that the situation with its U.S. plants was "fluid" and that the automaker would "continue to evaluate" whether and when to reopen those plants on a week-by-week basis, with "employee safety" guiding that decision. GM said previously that it was closing most of its U.S. plants indefinitely. In its Monday email, GM asked suppliers to stop work on all pre-production tooling and pre-production parts manufacturing, but also not to dispose of any tooling or materials. GM told Reuters it had solicited volunteers from its workforce to finish the build-out of the current SUVs on a single shift in Arlington.

GMC rules out subcompact crossover to go premium, focus on trucks

Don't wait for GMC's on-again, off-again baby crossover any longer. The company confirmed it has no plans to enter the growing car-based subcompact crossover segment in the near future because the expansion wouldn't fit its image. "I'm going to give you a definitive no on that one," answered Mark Alger, a regional marketing manager for GMC's Canadian division, when asked about the entry-level segment by GM Authority. "We want to position GMC as a premium brand, focus on our trucks, and capitalize on the AT4 name," he added. Positioning GMC as a premium brand wouldn't prevent officials from giving an entry-level the green light; Audi, BMW, and Mercedes-Benz all sell cars priced in the vicinity of $30,000. Focusing on trucks like the Sierra and the Canyon makes sense, however, because they compete in a bigger segment of the market where profit margins are much wider. It helps that GMC doesn't have to worry about markets outside of North America; it's not concerned about its sales and image in, say, Spain. We've heard speculation about GMC's entry-level model since the Granite concept (pictured above) made its debut during the 2010 Detroit auto show. It was approved for production in 2010, approved again the following year (complete with rear suicide doors), and canceled in 2012, but the reports never went away. The segment's popularity added credibility to the recent murmurs describing a born-again Granite aimed at the Honda HR-V and the Toyota C-HR, among others. The Chevy Trax and Buick Encore are both GM vehicles that compete in this segment.  GMC also canceled a body-on-frame, Bronco-taming SUV, according to a recent report. The truck-focused automaker promised every nameplate in its range will receive the rugged AT4 treatment by 2021, however, and it announced plans to show the off-road-ready Canyon in early 2020.