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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.

2014 Chevrolet Silverado tows in new configurator, microsite

Judging by your continued enthusiastic response to configurator notices, dear reader, you enjoy speccing out new cars as much as we do. Better still, there tends to be even more ways to personalize, configure and bloat theoretical MSRPs on full-size trucks as there are with more ordinary passenger cars. In addition to trim level, engine and transmission choices, truck buyers usually have to specify items like cab configuration, bed length, number of driven axles, tow packages, gear ratios and all sorts of bits and bobs.
That's why we're pleased to see the DIY specification utility for the 2014 Chevrolet Silverado come alive so soon after this week's Detroit Auto Show debut. While the configurator lacks pricing (General Motors hasn't announced numbers yet) and full options, you can still spec out your half-ton rig, and even print it out or email it to your friends. Beyond the configurator, the new model-specific site is pretty cool, too, with various videos and closer looks at the truck's new features.
The new Chevrolet pickup range won't be on dealer lots until sometime this summer, so whether you're a building contractor, an avid sportsman or just a guy or gal that loves full-size trucks, you might want to check out the link below to keep your appetite whetted. If you're more of a Sierra fan, well, it looks like you're going to have to wait a while - GMC hasn't updated its site yet.

GM updating fullsize pickups for 2015

As Ford prepares to hit the market with its x-factor, aluminum-intensive F-150 and Ram sales stand tall enough to meet General Motors truck sales eye-to-eye, GM is putting the word out that it's going to add more features to its trucks and do so more regularly. An executive engineer for pickups told reporters that "a whole array" of changes are on the way as soon as the 2015 model year and then would likely come "the year after that, the year after that, the year after that."
Only GM knows the way it plans to go with its fullsize trucks, with almost everyone else - including its dealers - griping about market share at the same time as they applaud profits and hope for clarity and growth. GM raised prices on the Chevrolet Silverado and GMC Sierra not long after launch even as it was losing market share and getting called "the least successful large pickup launch over the last 15 years," further upsetting dealers, then Ram outsold the Silverado in March of this year and led GM to increase incentives. But transaction prices rose with the premium; in the first quarter of this year more than 37 percent of the trucks costing more than $40,000 were the Silverado and Sierra, leading one dealer to say of the Sierra, "You can't sell a cheap one," and the analyst who made that "least successful launch" comment to opine, "GM may have made the right call to go for price over share."
We won't know for a few months what any of these updates will be, but the rumored changes for the Silverado and Sierra appear to cover all the bases, including appearance, capability and fuel economy. Rumors run to higher gear counts, stop-start technology and diesel engines before brand-new pickups come for the 2019 model year, those next-generation models supposedly to be engineered with a lot more aluminum.