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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 tinkering with Silverado, Sierra model mix amidst strong early sales

Variety, as they say, is the spice of life. That's a lesson that is currently being taught to General Motors, because despite a strong showing from its 2014 Chevrolet Silverado and GMC Sierra, the General's pickup sales still can't best those of cross-town rival Ford.
With 59,163 trucks moved, GM fell just over 1,000 units short of toppling Ford, and one of the main reasons for that, according to GM's chief sales analyst, was due to a lack of variety in the engines and body styles available on dealer lots. "We are still over-weighted toward crew-cab V8 trucks. Our light-duty mix will moderate over time as our launch progresses," said Kurt McNeil.
Loading dealers with the popular combination of the 5.3-liter V8 and the four-door, Crew Cab body style was intentional during the truck's launch, but as supplies of leftover 2013 models, which are being sold at heavy incentives, are beginning to wane, both budget-conscious and high-dollar buyers are looking elsewhere instead of at the volume model pickups.

2014 Chevrolet Silverado and GMC Sierra show all their sides in Detroit

There could hardly be more riding on the next-generation General Motors full-size pickup trucks, so the automaker has wisely made sure to have a selection of different models on hand at the Detroit Auto Show to show off. The 2014 Chevrolet Silverado and 2014 GMC Sierra were both officially introduced last month at a stand-alone reveal, and now they'll be on display for the public to see in various body configurations and trim levels.
The Silverado LTZ Crew Cab and Sierra SLE Extended Cab are aimed at providing more of a high-end pickup experience, while the Silverado LT Z71 Extended Cab and Sierra SLT Z71 Crew Cab should have off-road fans scouting out their favorite trails. The crew cab trucks won't go into production until sometime during the second quarter of this year - with other bodystyles coming later in the year - but we have plenty of live images from Detroit for you to enjoy.