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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.

2021 GMC Sierra adds towing tech, new HD Black Diamond Edition

Trailer towing is the focus of several new technologies coming to the 2021 GMC Sierra pickup, with the new features available both on the Sierra 1500 and the Sierra HD. The 2021 Sierra also sees expanded availability of GMC's MultiPro tailgate, a price cut for the available 3.0-liter Duramax turbodiesel six, and a new Black Diamond Edition of the Sierra HD. Pickup truck makers are engaged in a trailering-technology arms race. Already, the GMC Sierra offers its ProGrade Trailering package that features a "Transparent Trailer" virtual camera view and a Rear Trailer View that uses an auxiliary camera mounted on the back of the trailer. To that, GMC is adding a Trailer Length Indicator that can alert drivers of another vehicle in the adjoining lane during a signaled lane-change. A new Jack-Knife Alert warns the driver if the front of the trailer approaches the rear of the tow vehicle. The warning appears in the center screen and can also trigger a seat vibration. The previous Rear Side View split-screen now also works when reversing and adjusts for the angle of the trailer. The Cargo Bed View now includes a zoom feature and hitch guidance for connecting gooseneck trailers. Finally, the previous Rear Trailer View adds a trailer-angle indicator and dynamic guidelines. In other equipment news, the six-position MultiPro tailgate is newly available on the Sierra 1500 SEL and Elevation trims and standard on the Sierra HD SLE. The fancy Sierra HD Denali adds Surround Vision and Bed View cameras to the standard-equipment list. Standard and optional engine choices for the Sierra are unchanged for 2021, but the price of the optional 3.0-liter turbodiesel engine in the Sierra 1500 is reduced by $1,500. For 2021, on models where the 5.3-liter V8 is standard (SLT, AT4, and Denali), the upcharge will be $995. For the SLE and Elevation, where the 2.7-liter V6 is standard, the cost to upgrade to the diesel is now $2,390, again a decrease of $1,500. Lastly, the Sierra HD adds a Denali Black Diamond Edition. It includes 20-inch gloss-black wheels, power-retractable side steps, premium audio by Kicker, an Auxiliary Trailer Camera, trailer tire-pressure monitor sensors, and premium floor mats with removable carpet inserts. It comes in any color you want so long as it's Ebony Twilight Metallic. The Black Diamond Edition is pictured above. Related Video:    

GM's Ultium EV platform finally shows up in Q3 sales numbers

General Motors has heralded its Ultium battery-electric platform as the future of its passenger car and truck lineup, but for the first two years of its existence, its impact on the marketplace has been virtually nonexistent. Well, that finally changed in the third quarter of 2023, and while the cars based on this architecture don't represent anywhere near the volume of GM's broader combustion portfolio, we're reaching a point where Ultium products are finally in view (and in the hands) of real-world shoppers. At this point, five U.S.-market Ultium models are in production: the GMC Hummer EV, Cadillac Lyriq, Chevrolet Blazer & Silverado EV, and BrightDrop Zevo 600. If you're not familiar with that last one, that's OK; it's a commercial product that you likely won't see on the road for some time. Together, these four combined for 4,257 sales in the third quarter alone — up from 2,663 for the entire first half of the year. While that may not seem like a significant uptick when viewed from altitude, the quarter-to-quarter numbers paint a clearer picture.  Let's toss out the stragglers first. The Chevy Blazer EV, and Silverado EV for example, are barely in production. GM delivered 19 Blazers and 18 Silverados in the third quarter and that's the entirety of their production runs so far. Likewise, GM's BrightDrop Zevo 600 delivery van effectively exists apart from the consumer marketplace, so its contribution of just 35 units can be set aside too. That leaves us the two you've heard of: the GMC Hummer EV and Cadillac Lyriq — models with high sticker prices and long reservation queues.  Through the second quarter (remember, we're talking six months here), GMC sold 49 Hummer EVs. No typo. In the three months that made up the third quarter, GM moved 1,167 of them. Not only is that a dramatic improvement over the first half, but it's more Hummers than GMC sold in the entirety of 2022 (854). Lyriq's improvement was less eye-popping on paper, but after moving just 122 total units in 2022 and 2,013 of them in the first half of 2023, Cadillac managed to up that figure to 3,018 units in the third quarter alone.  GM is betting its short-term EV future on the Ultium platform, so these trends need to continue if that's going to be a profitable wager.