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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.

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.

GMC SIerra Denali is ready to live the high life

Between the information for the 2014 Chevrolet Silverado High Country and the accidently leaked picture on GMC's consumer site, it didn't take much imagination to envision what the 2014 GMC Sierra Denali would be like. But here it is. Going on sale this fall, the 2014 Sierra Denali will continue to be the most luxurious pickup truck in the General Motors portfolio, while getting more power and technology than ever before.
Like previous models, the 2014 Sierra Denali stands out from lower Sierra models with a big cheese-grater chrome grille, 20-inch chrome wheels and body-color bumpers. Inside, the Denali gets plenty of leather with contrasting stitching, but this is where GMC really steps up from the Silverado High Country with real aluminum trim and a new customizable eight-inch driver display in the gauge cluster. Standard features will include heated and cooled front bucket seats, the Intellilink infotainment system with Bose audio, while the options list offers a Driver Alert Package (with forward collision alert and lane departure warning), a rear-seat entertainment system and a Z71 Off-Road Package.
As for power, the standard engine will be the 5.3-liter EcoTec3 V8 with its 355 horsepower, and the optional engine will be the new 6.2-liter V8. Although official power figures for the bigger engine aren't in yet, GM is finally putting some estimates on paper expecting around 420 horsepower and 450 pound-feet of torque to go with a 12,000-pound towing capacity. The new Sierra Denali will be available in either two- or four-wheel drive. Scroll down for more details listed in the official press release.