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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 reportedly recalling select 2014 Silverado, Sierra pickups over airbag issue

General Motors is recalling 843 2014 Chevrolet Silverado and GMC Sierra Crew Cab pickups, due to a fault with the vehicle's airbags. According to GM, the airbags may not inflate properly in the event of a crash. There haven't been any crashes or injuries associated with this recall, which is always good. Naturally, repairs will be free of charge, and GM will begin contacting affected owners soon.
GM has a lot hanging on the 2014 Chevrolet Silverado and GMC Sierra. Not only is it banking over $12,000 per vehicle on these trucks, as reported by Automotive News, but GM is counting on the Sierra and Silverado to take the fight to cross-town rivals Ford and Ram. The F-150 and Ram 1500 have been on a tear over the past few years, with fresh updates, advanced powertrains, and plenty of solid press while the GM trucks have been waiting for the 2014-model-year upgrades.
It's still entirely too early to judge the Sierra and Silverado, particularly as those 843 recalled trucks make up barely two percent of the over 40,000 units moved so far. But, as AN rightly states, these trucks are the most important vehicles to come out of GM since bankruptcy, with about 60 percent of global profits relating to pickups and SUVs. Starting an introduction of such a big product with a recall, however small, is not the preferred way to do things.

Lincoln, GMC clean up in AutoPacific Vehicle Satisfaction Awards

In recent years, there have been a lot of dire pronouncements made about Lincoln's future, or a lack thereof. But Ford's premium marque is like the Rocky Balboa of the auto business; every time the company seems ready to go, it comes back for more. Apparently, that dogged persistence is paying off, because the industry analysts at AutoPacific have put a big check in their win column with their newly released 2014 model year vehicle satisfaction survey. And despite recent enmity for its seemingly never-ending recall saga, it appears General Motors knows how to satisfy new owners, too.
In fact, not only was Lincoln named as the premium brand with the highest new owner satisfaction, even scored three models on the list of passenger cars with the most gratified buyers - the MKS, MKZ and MKZ Hybrid.
GM's stable of brands was also among the top companies in this year's survey. GMC was named the top popular brand by AutoPacific, with its Sierra pickup and Acadia crossover singled out for awards in their segments. Chevrolet also did incredibly well, with more cars on the list than any other brand. The Corvette, Camaro, Sonic and Impala all made the cut in their respective categories.