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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.

GM expanding Lansing Lambda CUV plant

Considering that crossovers are a rapidly growing portion of the US auto market, it's not surprising to hear that General Motors is preparing to build even more of them. The company is investing $63 million to expand its Lansing Delta Township Assembly plant that builds Lambda platform CUVs like the Chevrolet Traverse, GMC Acadia and Buick Enclave.
According to GM, the expansion will add roughly 263,000 extra square feet of space to the plant. Of that, 181,000 square feet will be for an updated body shop with cutting-edge robots. There will also be 54,000 square feet of additional room in the paint shop and 28,000 square feet of more area for general assembly.
GM isn't saying as much, but there is the possibility that this extra space could allow for additional models produced at the factory. Cadillac reportedly dropped plans to build a three-row SUV on the Lambda platform earlier this year, however, dealers for the luxury brand were recently pitched the possibility of adding large and small CUVs, an ATS convertible or a sedan below the ATS.

Nissan Z Proto, next-gen Hyundai Tucson and a hi-po mystery Bronco | Autoblog Podcast #645

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Senior Editor, Green, John Beltz Snyder and News Editor Joel Stocksdale. In the news this week, Ford has teased some sort of high-performance Bronco, Nissan unveiled the Z Proto, Hyundai revealed the next-gen Tucson and GMC teased the Hummer EV's "Crab Mode." Our editors break that all down for you, and share some insights and opinions before they turn to the cars in their own driveways. This week, they've been spending time with the 2020 Mercedes-AMG G 63, as well as the 2020 BMW Alpina B7. Autoblog Podcast #645 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Ford's beefed-up Bronco prototype stars in new teaser photo Nissan Z Proto previews the retro, rear-drive, turbo, manual future of the Z All the Nissan Z cars that got us to the Z Proto 2022 Hyundai Tucson debuts with striking styling inside and out GMC Hummer teases crab mode, reveal set for Oct. 20 Cars we're driving: 2020 Mercedes-AMG G 63 2020 BMW Alpina B7 Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video: