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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.

2015 Chevy Silverado, GMC Sierra heavy duty trucks unveiled

Proving just how important trucks are in the Lone Star State, General Motors has chosen the State Fair of Texas to reveal its new heavy-duty trucks from Chevrolet and GMC. Looking to take some of the wind out of the sails of the 2014 Ram HD and 2015 Ford F-Series Super Duty, the 2015 Chevy Silverado HD and 2015 GMC Sierra HD will have plenty to brag about when they go on sale in the first quarter of next year.
The bragging starts right up front with two available engines. The standard engine is a Vortec 6.0-liter V8 that produces 360 horsepower in the 2500HD and 322 hp in the 3500HD to go along with 380 pound-feet of torque in all applications. The true benefit of this powerplant is that buyers can opt for it to run on straight gasoline, E85 FlexFuel or even compressed natural gas (CNG). For maximum towing and even more flexibility, the 6.6-liter Duramax turbodiesel B20-capable V8 is the way to go, with its carryover 397 hp and 765 lb-ft of torque. Though the max towing abilities of 23,200 pounds (with a fifth-wheel trailer) are less than the 30,000-pound rating of the new Ram, the GM HD trucks offer better conventional trailer towing (19,600 pounds) and payload (7,374 pounds) than rival heavy-duty trucks...for now. The Duramax is paired with a six-speed Allison automatic transmission, while the gas engine gets GM's six-speed Hydra-Matic - no manual transmissions are offered.
Including the engines, GM continues to offer a broad range of configurations (more than 150, to be exact) including three cabs, two cargo bed lengths, numerous trim levels and, of course, the choice of single- or dual-rear wheels on the 3500. The HD trucks have faces that are similar to their half-ton counterparts, with the exception of a larger grille and bigger for improved air flow, and like the current HD offerings, the new Silverado HD and Sierra HD DRW models feature a one-piece bed design incorporating the fender extensions.

Despite strong profits, GM still fighting flat market share

Looking at the progress General Motors has made since it entered bankruptcy, it's easy to forget that the company still has a long way to go before it's the juggernaut it once was. A recent report from Reuters points out that, while GM is making money, it isn't making any gains in terms of US market share. Quite the opposite, really. Consider this factoid: In 1963, nearly half of the cars sold in the United States were from Chevrolet, Cadillac, Buick, GMC or Pontiac. Now, the company's US market share is stagnant at 17.9 percent. That same number is half of just Chevy's 1963 market share. This is all despite GM going on a binge replacing or updating its models. "Market share increases are not instantaneous," Mark Reuss told Reuters at the 2014 Detroit Auto Show. "We've got a lot of baggage. Don't underestimate what people though of us, or these brands, through these hardships and 30 years." The reasons for the stagnant market share are numerous. Reuters points out that retooling of factories and a focus on limiting incentives are both good things for profit, but not necessarily for market share. There's also the troubling turnover of the brand's marketing department. These issues don't change the fact that Chevrolet has lost 1.4 percent of its market share in two years, and that Cadillac - arguably GM's most improved brand overall - has lost 1.2 percent in the same period. Part of that can be blamed on GM's avoidance of fleet sales in favor of more profitable customer sales. "Our focus has really been on retail and that's where we've got the growth," said Alan Batey, GM's interim global marketing boss. "We want to grow GM and that means growing market share and profits, but it's not at all costs," Reuss said. News Source: ReutersImage Credit: paul bica - Flickr CC 2.0 Earnings/Financials Buick Cadillac GM GMC sales profits