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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.

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.

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.