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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 posts $4 billion third-quarter profit thanks to trucks and SUVs

DETROIT — General Motors is posting huge third quarter numbers, pulling in $4 billion in profit over three months after losing money due to the virus outbreak. GM's adjusted earnings were $2.83 per share, easily outpacing Wall Street's per-share projections of $1.43, according to a survey by FactSet. Revenue of $35.5 billion also edged out most expectations. Shares jumped almost 6% before the opening bell Thursday. The company swung back from a $806 million loss in the second quarter, when it was restarting factories shuttered for safety during the early stages of the pandemic. The Detroit automaker joined most global automakers in reporting better-than-expected earnings from July through September as sales across the globe started to rebound from coronavirus lockdowns, especially in China. GM sales in China jumped 12% in the third quarter, with sales of its Buick and Cadillac brands both rising more than 25%. In the U.S., GMÂ’s most profitable market, sales fell 9.9% in the third quarter compared with a year ago, but were a dramatic improvement over the 34% drop in the second quarter. Sales improved sequentially each month, the automaker said, an encouraging trend. GMÂ’s profit was boosted by higher-priced pickup trucks and large SUVs, which have seen strong sales in the U.S. through the pandemic. It was the best quarter on record for GM's Chevrolet Blazer. Sales of the Cadillac XT6 spiked 45% in the U.S. over last year. Large pickups also sold well. GM also said it was pumping $2 billion into its Spring Hill, Tennessee manufacturing plant to push its transition to produce electric vehicles. Last week, crosstown rivals Fiat Chrysler and Ford reported strong third-quarter net income. FCA said it made $1.4 billion for the period, while Ford earned $2.39 billion. Related Video: Earnings/Financials Buick Cadillac Chevrolet GM GMC

2023 GMC Yukon Denali Ultimate comes with more style, most everything else

First introduced on the Sierra line, the even more luxurious Denali Ultimate trim is coming to the 2023 GMC Yukon. It includes nearly every available feature for the regular Denali as standard, plus some unique design features. The Denali Ultimate is distinguished by its dark chrome grille and badging, features that cannot be added to any other Yukon model. It also gets the largest wheels yet for the Yukon: 22-inchers with painted, machined and polished sections. The interior is more impressive. Most of the surfaces are covered in leather, real wood and aluminum trim. The seat backs and the wood trim have topographical maps of Mount Denali. Metal badging is even added to the seat backs with the special trim level's name. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. As for features, the Denali Ultimate comes with basically everything that's standard as well as what's usually optional on the regular Denali including magnetic shocks, huge screens, an 18-speaker sound system and massaging seats, among others. So this is one of the rare times where it actually is easier to list what's either an additional feature or just a preference. Naturally you get a choice of colors, and the trim level can be added to either the shorter Yukon or the longer Yukon XL. The standard engine is the gas-powered 6.2-liter V8 with 420 horsepower and 460 pound-feet of torque. The 3.0-liter turbodiesel straight-six is an option with 277 horsepower and the same amount of torque. Both are coupled to a 10-speed automatic and four-wheel drive. Super Cruise with towing and automatic lane change capabilities is another option, a rear-seat entertainment system and a towing package. And that's it. Pricing hasn't been announced, but it's pretty clear this will be the most expensive Yukon trim. The final numbers will be coming this June. Deliveries begin this fall.