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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.

Watch GM's new pickup crash its way to five-star NHTSA ratings

General Motors has just scored a big win with its Chevrolet Silverado and GMC Sierra pickup trucks, acing the National Highway Traffic Safety Administration New Car Assessment Program. The two full-size trucks had already netted a five-star Overall Vehicle Score in their crew-cab variants, but the new testing certifies them as five-star trucks in both regular and double-cab bodystyles, so GM's trucks offer top ratings across the board.
"Our incredibly capable trucks have been engineered to be some of the safest," Gay Kent, GM's general director of Vehicle Safety and Crashworthiness said. "We've designed the vehicle structure, strategically placed high-strength steel and developed the occupant restraint system to achieve high levels of safety performance."
The scores mark the Silverado and Sierra as the first pickups to net five-star scores since NHTSA beefed up their testing regime in 2011, a nice feather in GM's cap as it continues to slug out the pickup truck wars with crosstown rivals Ford and Ram.

Chevy Express 1500, GMC Savana 1500 get the axe

Fans of truck-based, light-duty vans can officially pour one out for the Chevrolet Express 1500 and GMC Savana 1500, as General Motors has officially put its long-serving big/little rigs out to pasture. Things aren't quite as sad as they sound, though. The heavier-duty 2500 and 3500 vans will soldier on, in order to duke it out with the largest members of Ram ProMaster, Ford Transit and Mercedes-Benz Sprinter families.
The move does seem to make a lot of sense. According to GM, customers only purchase the 1500-spec Chevrolet 23 percent of the time, while the GMC captures a mere 7 percent of the Savana family's sales. With numbers like that, it's no shock that GM thinks it can shift some of its buyers into its van family's more capable variants. "We knew we could move a lot of our 1500 customers into 2500-series territory," said GM's Joe Langhauser, the product manager for the company's full-size vans.
It's not just simple sales figures dictating the move, though. The 1500 line is taking up some valuable factory space that will be better spent on an eagerly anticipated new product.