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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.

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

News anchor swaps his Roadmaster for a custom Buick Enclave Woody

Dennis House, self-proclaimed car buff and Connecticut news anchor, thinks that with the impending launch of the Jeep Grand Wagoneer, woodies will make their grand return to the car scene in modern fashion. House wanted to get ahead of the potential trend and decided to create a one-of-one woody wrap for his Buick Enclave. On the rear quarter panel of the custom SUV, an aftermarket badge reads "Enclave Estate Wagon." It's a direct call back to one of the vehicles that has inspired House's love of wood-paneled family haulers, the Buick Roadmaster Estate Wagon. House owns two Roadmasters, a black 1996 model and a 1995 woody. In making room for the Enclave, House has decided to sell the '96, which looks spotless and only has a bit more than 71,000 miles on the clock. According to GM Authority, who spotted House's Enclave, the look was achieved with a vinyl wrap. After exploring the idea of a first-gen Enclave woody or a Regal TourX woody, House decided the application worked best on a current Enclave. The mock-ups were done on the computer, and Scranton Cadillac Buick GMC completed the work. The wrap starts just beneath the headlights and wraps around the entire vehicle. Furthering the theme, House took a photo of the woody with a surfboard. For now, the woody look is not a factory option, but House hopes General Motors takes notice and considers offering the choice on future models. If not, just take your ride to Scranton Motors, and they could probably help you out.            View this post on Instagram                   What a cool new 2019 Buick Enclave for CT’s own Dennis House! We couldnÂ’t be happier to have you as a part of the Scranton Motors family!! #scranton_cadillacbuickgmc #scrantonmotors #dennishousetv #carbuyingshouldbeeasy #buick #buickenclave #2019buickenclave #woodpanelingforthewin A post shared by Scranton Cadillac/Buick/GMC (@scranton_cadillacbuickgmc) on Apr 19, 2019 at 10:18am PDT