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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 thinks Colorado and Canyon midsize trucks will lure crossover buyers

The invitation to come out and sample product at the General Motors Proving Grounds in Milford, MI is rarely dull, and after spending this morning driving preproduction versions of the Chevrolet Colorado and GMC Canyon all we can say is... under strict embargo. Sorry, America, we were as excited as many of you are to learn more about GM's new midsize truck range and take note of how they go down the road, but it's going to be September before we're allowed to share that with all of you. Here's to sweet suspense.
While we might not be able to talk about refinement or handling yet, we did find some of the product positioning and marketing statements from GMC and Chevy officials on hand at the program to be pretty interesting.
Of course, we all know that the literal competitive set for Canyon and Colorado is comprised of two comparatively ancient Japanese midsize trucks: the Toyota Tacoma (which currently owns this segment) and the Nissan Frontier. The Frontier's bones are as old as the 2005 model year, with 2009 marking the last time the truck was updated. The Taco was also launched in 2005, though it did see a freshening for 2012. The point remains that, in every facet from powertrain to dash plastics, the GM midsize truck twins are going to look positively space age by comparison when they hit the market for MY 2015.

GMC caught using Rivian R1T image for Sierra Denali EV Photoshop

The rise of electric start-ups have many legacy automakers checking their rear view mirrors as they scramble to join the EV party. Most wouldn't like to admit it publicly, but we know that at least some folks at General Motors are keeping an eye on Rivian. That's because a recent post on social media account by the General Motors design department appears to have used an image of the Rivian R1T, but heavily photoshopped. The post was intended as a peek of the GMC Sierra Denali EV's rear view. Eagle-eyed observers like AllCarNews soon noticed many familiar elements to the rendering, including the wheels and tires, mirrors and doors. Even the backgrounds are identical, including some leaves that the truck is kicking up. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Seen side by side, the two pickups' similarities don't end there. The Sierra EV is wider, but the cab's rear pillars and glass look the same as the Rivian's, just stretched horizontally. The rear bumper and its license plate cutout and reflectors on either side look a bit too close for comfort as well.  The post as since been deleted. A GM spokesperson explained the situation to The Drive, "The GM Design Instagram channel is meant to give followers an inside look at the process of designing new products and the creative teams behind it. Often, these posts use sketches made for internal studio use during design development. The sketch in question was intended for internal use only, and was posted without the necessary approval. It has been removed from the GM Design Instagram page." Automakers often use products from the competition as benchmarks or design inspiration. Designers sometimes use existing images as a starting point as well, in order to quickly get an idea down "on paper". They just tend to do it in private. A juggernaut like GM using an image from an upstart like Rivian is embarrassing for the General, but surely an ego boost for the EV brand.  When dealing with an up-and-comer, perhaps it's best to take a page from Mad Men's Don Draper. In season four of the advertising drama, a newspaper calls the hot shot exec for a quote, after a young rival publicly says he's gunning for Draper. Draper knows exactly who the reporter is talking about but when asked for comment says, "Never heard of him." Related Video This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.