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Porsche and Buick earn top honors in J.D. Power Sales Satisfaction Index Study

Customer satisfaction with car buying has been at a low point over the past few years, as price increases, inventory shortages, and COVID restrictions have complicated every part of the process. There are signs of improvement, however, as J.D. Power’s 2023 U.S. Sales Satisfaction Index Study showed that customer satisfaction has improved slightly from a year ago. J.D. Power rates satisfaction on a 1,000-point scale, finding that it improved seven points to 793 from last year. Improving inventory levels and a slow leveling off of prices have contributed to that improvement, and fewer people are paying above MSRP for new cars. Some auto brands performed better than others with sales satisfaction. Porsche ranked highest among premium brands, followed by Alfa Romeo. Buick took the top spot among mass-market brands, with GMC, Chevrolet, and Mitsubishi behind. J.D. Power also handed out segment-level awards: Premium Cars: Porsche Premium SUV: Porsche Mass-Market Car: Chevrolet Mass-Market SUV/Minivan: GMC Mass-Market Truck: GMC Despite the increase in sales satisfaction, thereÂ’s still room for improvement to reach pre-pandemic levels. J.D. Power noted gaps in salesperson knowledge as an area of improvement. Buyers rated salespeople much better during a gas vehicle purchase than with EVs, citing their expertise as a challenge. Pricing remains a challenge despite an improvement since 2022, and satisfaction is still below pre-pandemic levels. Mass-market buyers reported a slight bump in satisfaction, while premium buyers felt that pricing was less fair than a year before. ItÂ’s an interesting contrast, showing that dealer pricing tactics can significantly impact satisfaction with the sales process. Fewer people may be paying more than MSRP, but several premium models still list with significant markups. Even more interesting is PorscheÂ’s top spot on the satisfaction list, as its cars often sell with huge upcharges, and itÂ’s exceedingly tricky even to get a build allocation for some models. Buick Chevrolet GMC Porsche Car Buying Ownership

2023 Chevrolet Silverado HD reportedly getting mammoth torque

Chevrolet just gave the light-duty Silverado a significant round of updates. It hasn't detailed the changes it has in store for the heavy-duty model yet, but a recent report claims the truck will arrive with significant engine upgrades. Without citing sources, website TFL Truck reported that the current pickup's 6.6-liter Duramax turbodiesel V8 will return in the updated model. Its displacement won't increase, but its output will reportedly grow to 505 horsepower and a mammoth 1,085 pound-feet of torque. To put those figures into perspective, the 6.6-liter makes 445 horsepower and 910 pound-feet of twist in the 2022 Silverado HD; GMC's Sierra HD is available with it as well. Bumping the Duramax's output is a way to keep up with the competition. Arch nemesis Ford offers buyers who have extremely heavy things to tow 475 horsepower and 1,050 pound-feet of torque from a 6.7-liter turbodiesel V8. Over at Ram, the most powerful engine available in a heavy-duty truck posts numbers of 420 and 1,075, respectively. If the report is accurate, Chevrolet will enviably take the horsepower and the torque crowns in the segment. What remains to be seen is what effect the increases will have on the Silverado's towing capacity. As of writing, it's capable of towing up to 36,000 pounds (approximately 15 times the weight of a 2021 Mazda MX-5 Miata). Moving out of the engine bay, the 2023 Silverado HD will receive an updated exterior design that will again help differentiate it from the smaller, light-duty model. We're expecting the next round of updates will also bring new tech features, and it's reasonable to assume that the trim structure will evolve; Chevrolet might notably shift the HD in a more outdoorsy direction to satisfy a growing demand for off-road-focused trucks in the United States. None of this is official; Chevrolet is keeping its lips sealed about the updated Silverado HD. Full details will likely emerge in the coming months, and sales are tentatively scheduled to start in time for the 2023 model year.

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.