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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.

2024 GMC Acadia to go big again for third generation

In July, spy shooters caught prototypes of the next-gen GMC Acadia wrapped up tight in camouflage. We couldn't make out any useful aspects but one: The coming third-gen Acadia is larger than the current second-gen. Remember, GMC debuted a smaller Acadia for the 2017 model year, lopping eight inches of length and three inches of width from the first-gen large mid-size SUV to create a smaller mid-size three-row SUV. The new prototypes appeared to show that decision would be reversed, now we have proof thanks to more comments unearthed from GM's recent Investor Day presentations in New York. Caught by GM Authority, automaker president Mark Reuss said, "Alongside the Traverse, we’ll move the GMC Acadia to a little bit different size standpoint. This comes in a little bigger than the old Acadia, so itÂ’s a big transformation for GMC and its part of the market." In a 2016 Automotive News piece about how GMC planned to increase sales volume, AN reported, "One potential avenue: venturing into Jeep's terrain. Industry sources believe GMC is drawing up plans for an SUV based on the same body-on-frame platform that serves as the bones of the GMC Canyon and Chevrolet Colorado midsize pickup. It's in the early stages — it doesn't appear to have been sourced to suppliers yet and the SUV's arrival isn't expected until 2020 or later." The first-gen 2016 GMC Acadia was 200.8 inches long, while a 2016 GMC Canyon Crew Cab with the roughly 5-foot bed was 212.8 inches long. It's thought that truncating the second-gen GMC Acadia to 193.4 inches long and 75.4 inches wide was intended to leave plenty of room for the planned SUV on the Canyon platform. However far that SUV project got, it was reportedly canned in 2018.   Hence an upsized Acadia returns. Reuss' comment about the Chevrolet Traverse could imply what's coming for the GMC, the Chevrolet being 205.9 inches long and 78.6 inches wide. A bigger Acadia could make a better sales proposition against the two-row Terrain, too. The Terrain costs almost $9,000 less than the Acadia and is 182.3 inches long and 72.4 inches wide. It's not clear when GMC plans to show the new Acadia, but the consensus is that it will go on sale for the 2024 model year. Expect an all-new cabin, Super Cruise capability and a front fascia reminiscent of the new Canyon. Powertrain options are a mystery.

Volvo and GM team with Amazon for in-car deliveries

Volvo and GM are the first automakers to pair their vehicles with a new service from Amazon that lets owners have their packages delivered inside their cars, without them having to be there. The service will initially be rolled out in 37 U.S. cities at no extra charge to Amazon Prime members with a Volvo On Call or OnStar account, and it works with same-day, two-day and standard shipping. It's intended as an alternative for people who don't want to risk having their package stolen from their front porch or receive deliveries at their workplace, and both automakers say it's an example of how they're embracing innovation as a way to make their customers' lives easier. Volvo released a video (above) showing how the service works. Users download the Amazon Key App (or " Ama-zin," as the narrator pronounces it) and link their Amazon Prime account with their Volvo On Call account — or OnStar, in the case of GM-branded vehicles. Once they register their delivery location in a publicly accessible location, users can select the "In-Car" option at checkout. They get a notification when the delivery is en route and once it's completed and the car is relocked. Volvo has been offering in-car delivery in certain European countries since 2015 through its Volvo On Call platform, which enables services like the ability to send calendar-based navigation destinations directly to the vehicle, find nearby gas stations and help locate the vehicle when you forget where you parked it. Volvo says the platform is now available in roughly 50 countries and covers more than 90 percent of its global sales. The service is compatible with 2015 or newer Volvo, Buick, Cadillac, Chevrolet and GMC vehicles. Volvo says it's available to the majority of Volvo owners, while GM says more than 7 million vehicle owners can qualify. The service is expected to roll out to more cities later. You can check eligibility at amazon.com/keyincar. Related Video: Buick Cadillac Chevrolet GM GMC Volvo Technology Infotainment Amazon connected car volvo on call e-commerce