Fwd 4dr Denali Low Miles Suv Automatic Gasoline 3.6l V6 Dir Dohc 24v Crystal Red on 2040-cars

Auto blog

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.

Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.

GMC Hummer EV could have had the Chevrolet Avalanche's Midgate

One of the many rumors swirling around the GMC Hummer EV claimed the truck would resurrect the Midgate inaugurated by the original Chevrolet Avalanche. Although we now know there's no way to fully knock down the partition between the cab and the cargo box, the firm revealed the rumor wasn't entirely false. "There was [a Midgate] early on. We opted for the functionality of the drop glass in the back. With the package layout and things like that, it was not advantageous to pursue that one. And, the five-foot bed was kind of the industry standard in regards to price of entry in that segment," explained John Mack, the Hummer's exterior design management, during an interview with Muscle Car & Trucks. The Hummer will go on sale with a five-foot box, and it doesn't sound like a longer bed will be available, so a modern version of the Midgate would have made the model more versatile by giving users the ability to fold down the partition behind the rear seats to carry bulky items, like plywood and ATVs. It's a feature that would have inevitably made the truck more complicated to build, however, because it adds moving parts that need to be sealed. Hinges, seals, and latches in turn add weight, and complexity almost always invites high manufacturing costs. As an electric pickup built with newly-developed components, the Hummer already has enough of each. Motorists who need to carry something that's significantly longer than the cargo box aren't entirely out of luck. As Mack pointed out, the rear window drops into the partition, so owners will have the ability to haul surfboards, lumber, or anything else that's relatively long and reasonably thin by simply pushing a switch. Alternatively, the only thing limiting cargo space when the roof comes off is the sky — or, depending on where you live, bridges. Mack didn't reveal when the Midgate was dropped. GMC launched the Hummer project in April 2019, and it previously released early design sketches that show how the truck transitioned from a sketch to a prototype. As of writing, nothing suggests the Midgate will make a comeback in the near future on any member of the General Motors portfolio. It was introduced in 2001 on the first-generation Chevrolet Avalanche, which went on sale in the United States for the 2002 model year. It later spread to Cadillac's luxed-up variant of the truck, the Escalade EXT, and to the short-lived GMC Envoy XUV.