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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 to offer 2 years free maintance on most 2014 models

A day after Ford announced it was scaling back the complimentary maintenance program for its Lincoln brand, General Motors has gone in the completely opposite direction, offering most of its 2014 lineup with free maintenance. Since 2011, Cadillac models have all come with a four-year/50,000-mile complimentary maintenance program, but Chevrolet, Buick and GMC vehicles will now come standard with free maintenance for two years or 24,000 miles for the 2014 model year.
The program will give vehicle owners and lessees free oil changes, tire rotations and 27-point inspections following the recommended maintenance schedule laid out in each vehicle's owner's manual. We contacted GM to see which vehicles were eligible for the program, and a spokesperson got back to us with the following comment:
"All 2014 models are eligible, it's just that the included services vary by model, e.g., Spark EV would not need oil changes, Corvettes don't recommend tire rotations."

Truck Trend names GMC Sierra Denali 2016 PTOTY

Citing its best-in-class power, its amenities, and technology, Truck Trend magazine has named the GMC Sierra Denali its 2016 Pickup Truck of the Year. Seven "all-new or significantly revised pickup trucks" were invited to compete, and out of the seven tested categories the Sierra won interior, functionality, and "Empirical," and scored second in highway testing and exterior looks. It beat the Chevrolet Silverado 1500 High Country and Colorado Z71 diesel, GMC Canyon SLT diesel, Nissan Titan XD Pro4X, Ram 1500 Rebel, and Toyota Tacoma TRD Off-Road. In the mag's 43rd annual Four-Wheeler of the Year award, the Range Rover SVR claimed the crown. The Sierra got refreshed this year with new front-end styling with HID headlamps and LED accents, tech features like Apple CarPlay, Android Auto, and wireless phone charging, and optional convenience features like a remote locking tailgate and power articulated assist steps. The big powertrain upgrade was availability of the 5.3- and 6.2-liter V8s with an eight-speed automatic transmission. This is the second time Truck Trend has conferred a PTOTY award, the Ford F-150 walking away with the silverware last year. The nod to the Sierra comes after sister publication Motor Trend named the 2016 Chevy Colorado with the Duramax diesel engine its Truck of the Year. The press release below has the details on how the accolade was won. GMC Sierra 1500 Denali Wins TRUCK TREND'S 2016 Pickup Truck of the Year AwardFirst-Class Amenities, 21st Century Technology, and Best-in-Class Power Lead GMC Sierra 1500 Denali to Best Field of SevenLOS ANGELES December 22, 2015—TRUCK TREND, the nation's premier light-truck authority, has selected the GMC Sierra 1500 Denali as the winner of its second annual Pickup Truck of the Year Award.TRUCK TREND's Pickup Truck of the Year award program is an invitation-only shootout that is only open to all-new or significantly revised pickup trucks for the upcoming model year. For 2016, the field of vehicles included seven entries from five companies and consisted of one variant from each company's eligible product line. This year's contenders included:- Chevrolet Silverado 1500 High Country- Chevrolet Colorado Z71- GMC Canyon SLT- GMC Sierra 1500 Denali- Nissan Titan XD Pro4X- Ram 1500 Rebel- Toyota Tacoma TRD Off-RoadTRUCK TREND's experts were immediately impressed with the Sierra Denali, which is focused on comfort, safety, and innovation.