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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

2.0-liter turbo four reportedly returning to Chevrolet Equinox line-up for 2022

Chevrolet's popular Equinox crossover will enter the 2021 model year with comprehensive updates and a turbocharged, 1.5-liter four-cylinder as its only available engine. The 2.0-liter turbo four offered through 2020 is allegedly leaving the line-up, but it will be replaced for 2022 with a newer engine that produces slightly less power while returning better fuel economy, according to a recent report. Called LSY internally, the new 2.0-liter turbo four already powers the Cadillac XT4, among other models in the General Motors portfolio. Enthusiast website GM Authority learned it will deliver 237 horsepower at 5,000 rpm and 258 pound-feet of torque from 1,500 to 4,000 rpm. For context, the 2.0-liter available through 2020 (known as LTG) made 252 horses and 260 pound-feet of twist, and the 1.5-liter posts figures of 170 and 203, respectively. As a trade-off for the slight drop in horsepower and torque, the LSY is smoother, quieter and cleaner than the LTG it replaces. Transmission options remain unconfirmed, but the four-cylinder will likely shift through a nine-speed automatic. Front-wheel drive will come standard, and all-wheel drive will be offered at an extra cost. Chevrolet hasn't commented on the report; it hasn't even confirmed the Equinox is losing the LTG engine for 2021. If the rumor is accurate, details about the 2022 Equinox should be released during the first half of 2021. GM Authority added the GMC Terrain, which is closely related to the Equinox, will receive the new engine for 2022 as well. Both should have gotten it for 2021, but the on-going global pandemic delayed its launch. Related Video:

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