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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.

2022 GMC Canyon gets a few tiny changes

After overhauling the GMC Canyon lineup into Elevation Standard, Elevation, AT4, and Denali for the 2021 model year, GMC has sprinkled just a few changes on the 2022 Canyon. The midsized pickup's appearance outside and inside doesn't change. The sole alteration in the cabin is that wireless charging won't be come standard on Denali next year, but be an option. That could be GM making lemonade out of lemons, telling customers that if they want hard-to-find semiconductor chips then they're going to have to kick in more dough. The only other change is a new gloss black aluminum spare wheel for the AT4 trim when specced with a Crew Cab and a short bed. This rim replaces the steel spare wheel that remains standard fit on Elevation, Elevation Standard, and Denali. And anyone looking for the High Elevation Package will need to look for it by its new name, the Elevation Premium Package. The Denali Black Edition Package is new for next year for $2,295 on gas-powered models that aren't fitted with the Power Package or the Cat-Back Performance Exhaust. On the exterior, this adds five-inch black assist steps to replace the chrome units, black chrome exhaust tips instead of polished tips, and 20-inch low-gloss-black aluminum wheels with black GMC logo center caps. Inside come premium all-weather floor mats taking the place of the carpeted mats. The current, second-generation Canyon doesn't have long to live, with the third-generation pickup expected for the 2023 or 2024 model year. Spy shots from earlier this year make us think the Canyon and its Chevrolet Colorado twin will pick up styling to emphasize their connection to GM's larger half-ton pickups. Rumor also has it that the Silverado will donate what may be the new midsizer's only powertrain, a turbocharged four-cylinder engine — the new corporate 2.7-liter turbo in this instance. That 310-horsepower mill would supplant both the 2.5-liter four-cylinder 3.6-liter V6 gas engines now available, and the 2.8-liter Duramax diesel. It does, however, appear that GMC will get its own version of the Colorado ZR2, spy shooters catching a camouflaged, high-rise Canyon on a set of Multimatic DSSV dampers. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

GM extends production cuts, affects Cadillacs, Camaro and Acadia

General Motors is extending production cuts at some of its North America factories due to a chip shortage that has roiled the global automotive industry, the U.S. carmaker said on Thursday. The move's impact has been baked into GM's prior forecast that the shortage could shave up to $2 billion off this year's profit. GM's Lansing Grand River assembly in Michigan will extend its downtime through the week of April 26. The plant makes Chevrolet Camaros and Cadillac CT4 and CT5 sedans. It has been out of action since March 15. GM's Spring Hill assembly in Tennessee will shut down for two weeks starting the week of April 12. The plant makes the Cadillac XT5, XT6 and GMC Acadia. The company said it has not taken downtime or reduced shifts at any of its more profitable full-size truck or full-size SUV plants due to the shortage. The news was first reported by CNBC. Reporting by Ankit Ajmera in Bengaluru; Editing by Maju Samuel and Sriraj Kalluvila