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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.

2017 GMC Acadia comes into focus

The future slate of crossovers from General Motors reportedly ride on the company's new, scalable Chi platform. With short- or long-wheelbase configurations possible, the chassis conceivably allows the automaker to be more adaptable in the configuration of its CUVs. Cadillac already appears to be testing Chi for the luxury brand's future SRX/XT5, and here it is again under heavy camouflage underpinning the next GMC Acadia. Unfortunately, the Acadia is so well concealed here that it's extremely difficult to pick out any of the styling changes, though the squared-off fenders and faint GMC logo peaking through the tape on the front wheels reveal what this vehicle is. Up front, the grille appears to sit somewhat lower than the current model, and the vertical LED running lights are easy to pick out. The orientation of the taillights through the camo suggests wraparound units not too dissimilar from the current Acadia (or is that Saturn Outlook?). The next-gen Acadia is expected to debut in 2016 as a 2017 model year vehicle. The powertrain options may include the current 3.6-liter V6, a four-cylinder and possibly even a turbo V6, and GM's new nine-speed automatic might also be for offer. With a year before the reveal, take a look at these photos for a first look. Featured Gallery GMC Acadia Spy Shots View 12 Photos Image Credit: KGP Photography Design/Style Spy Photos GMC Crossover gmc acadia

Expect greater differentiation in GM's next-generation SUVs

General Motors says its next-generation Chevrolet Tahoe, Suburban, GMC Yukon and Cadillac Escalade models will offer shoppers improved interior differentiation. Car and Driver recently caught up with Chris Hilts, GM's creative manager of interior design, who said that the cabins will all feature unique instrument panels, consoles, center stacks and switchgear moving forward. Apparently GM is now aware that consumers may be bothered by the fact that today's $85,000 Escalade has effectively the same cabin as a $45,000 Tahoe. Hilts says SUV buyers want more refinement than their pickup purchasing counterparts - and those same buyers also want their SUVs to have more exterior differentiation between the company's Silverado and Sierra pickup lines. Shocking.
That all sounds good to us, but we've heard this song and dance before. GM made big waves about how different the new-for-2013 Silverado and Sierra would look from each other, but judging by what we've seen so far, GM's stylists are painting in shades rather than with the full spectrum. For more on the what to expect out of GM's new SUVs, click on the C/D link below.