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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.

2016 GMC Sierra Denali Ultimate wants to take even more off the top

What do you do when getting to the top of Denali isn't enough? You create a higher peak called Denali Ultimate. That's what GMC has done with the 2016 Sierra, the new Sierra Denali Ultimate adding even more content and showing off the truck's refreshed face and new Denali grille. The reasoning behind this truck is perfectly sane. GMC says that in 2013 it had zero percent of the premium light-duty truck market; since that time, the brand says the segment (with an average transaction price beyond $55,000) has grown by a factor of ten, and the Sierra Denali has given GMC a 15.5-percent share. When it goes on sale in in the first quarter of next year, it can be optioned on the four-wheel drive 1500 Crew Cab with either the five-foot-eight or six-foot-six-inch bed. Standard equipment includes a sunroof, Lane Keep Assist, automatic headlights, Tri-Mode Power Steps, chrome tow hooks, and 22-inch wheels. The press release below has more. GMC Sierra Denali Ultimate: The Pinnacle of Premium Unique 22-inch wheels, expanded package of standard content drives exclusivity DETROIT, Tuesday, Nov. 17, 2015 – GMC is taking the range-topping style, craftsmanship and capability of the Sierra Denali even higher with the 2016 Sierra Denali Ultimate. It builds on the Sierra Denali's already class-leading attributes with a package of precision-crafted features designed to elevate its comfort, design and capability in the growing premium niche of the full-size truck market. GMC introduces the Sierra Denali Ultimate today, ahead of its public debut at the Los Angeles Auto Show. It goes on sale late in the first quarter of 2016. "The Sierra Denali has helped drive the growth of premium portion of the light-duty crew cab segment," said Duncan Aldred, vice president of GMC Sales and Marketing. "This truck is the ultimate expression of the Sierra Denali with greater emphasis on the bold and refined presence and advanced features that make Denali models synonymous with precision and exclusivity." Thanks in large part to Sierra Denali, which was redesigned in 2014, GMC commands 15.5 percent of the premium full-size truck segment, where average transaction prices exceed $55,000. The segment has nearly doubled in 2015 and grown tenfold since 2013, when GMC had zero percent of the market. In fact, Sierra Denali has helped GMC earn a higher share of the premium portion of the light-duty crew cab segment than of the overall full-size pickup segment.

GM pickup truck plant in Flint to add 1,000 assembly workers

FLINT, Mich. — General Motors said Tuesday it will add 1,000 workers to build new heavy-duty pickup trucks at its plant in Flint, Michigan, and will give priority to GM workers who were laid off elsewhere. The announcement comes the day after GM said it was starting to hand pink slips to about 4,000 salaried workers in the latest round of a restructuring announced in late November that will ultimately shrink its white-collar workforce in North America by 15 percent out of 54,000. GM has come under fire from U.S. President Donald Trump and Midwestern lawmakers for its plans to stop production at five North American factories and cut up to 15,000 jobs in all. The automaker has said it is trying to find new jobs for 1,500 U.S. hourly workers at the affected plants. Flint's truck plant could be a haven for many of these employees. Sales of heavy-duty pickups in the United States have grown to more than 600,000 vehicles a year, up more than 20 percent since 2013, according to industry data. Prices for luxury models can easily top $70,000. GM on Tuesday will celebrate the launch of a new generation of heavy-duty GMC and Chevrolet pickups at the assembly plant in Flint, Michigan, that is now building all such trucks for the company. Elsewhere in the company on Monday, two people briefed on the cuts in the white-collar salaried workforce said GM is cutting hundreds of jobs at its information technology centers in Texas, Georgia, Arizona and Michigan and more than 1,000 jobs at its Warren, Michigan Tech Center. GM is filing new required mass layoff notices with state agencies and disclosed the cuts to lawmakers. The largest U.S. automaker announced in November it would cut a total of about 15,000 jobs and end production at five North American plants. The cuts include eliminating about 8,000 salaried workers, or about 15 percent. GM cut about 1,500 contract workers in December and said 2,300 salaried workers accepted buyouts, officials said. "These actions are necessary to secure the future of the company, including preserving thousands of jobs in the U.S. and globally. We are taking action now while the overall economy and job market are strong, increasing the ability of impacted employees to continue to advance in their careers, should they choose to do so," GM spokesman Pat Morrissey said, adding the bulk of the cuts should be completed in the next two weeks. Morrissey said GM would provide salaried workers with severance packages and job placement services.