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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.

Chevy Silverado, GMC Sierra 4.3-liter EcoTec3 V6 nets 18 mpg city, 24 highway

There is no doubting that fuel economy has become an important factor in the highly competitive fullsize truck market, with the Ford F-150 EcoBoost V6 and Pentastar V6-powered Ram 1500 setting quite a precedent in recent years. Now it's General Motors' turn. The General has just announced that the new base V6 used in the 2014 Chevrolet Silverado and GMC Sierra 1500 models will return an EPA-estimated 18 mpg city and 24 mpg highway in two-wheel drive trim, regardless of cab configuration.
While these figures don't go so far as to earn GM any "best-in-class" fuel economy claims (thanks to the 25-mpg Ram 1500 HFE), this new 4.3L EcoTec3 V6 does edge the F-150 and Toyota Tundra while boasting best-in-class numbers for torque, payload and towing capacity among six-cylinder rivals. This all-new engine produces 285 horsepower and 305 pound-feet of torque, and it gives the 2014 Silverado and Sierra the highest towing rating among standard V6 models with a 7,200-pound towing capacity - besting the Ram by 700 pounds, the base F-150 by 1,100 pounds and coming within 200 pounds of the V8-powered Nissan Titan. Scroll down for the official press releases from Chevrolet and GMC.

Expect greater differentiation in GM's next-generation SUVs

General Motors says its next-generation Chevrolet Tahoe, Suburban, GMC Yukon and Cadillac Escalade models will offer shoppers improved interior differentiation. Car and Driver recently caught up with Chris Hilts, GM's creative manager of interior design, who said that the cabins will all feature unique instrument panels, consoles, center stacks and switchgear moving forward. Apparently GM is now aware that consumers may be bothered by the fact that today's $85,000 Escalade has effectively the same cabin as a $45,000 Tahoe. Hilts says SUV buyers want more refinement than their pickup purchasing counterparts - and those same buyers also want their SUVs to have more exterior differentiation between the company's Silverado and Sierra pickup lines. Shocking.
That all sounds good to us, but we've heard this song and dance before. GM made big waves about how different the new-for-2013 Silverado and Sierra would look from each other, but judging by what we've seen so far, GM's stylists are painting in shades rather than with the full spectrum. For more on the what to expect out of GM's new SUVs, click on the C/D link below.