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Showing results for tags 'j.d. power'.
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John Goreham Contributing Writer, GM-Trucks.com 3-15-2019 General Motors Brands rocked the 2019 JD Power Customer Service Index Study. JD Power breaks the industry into two groupings. In the mass-market segment, Buick led the industry for the third consecutive year. Chevy and GMC were fourth and fifth with scores very close to Toyota's. The 2019 U.S. CSI Study is based on responses from 57,286 owners and lessees of 2016 to 2018 model-year vehicles. In the luxury category, Cadillac finished behind Porsche and Lexus, but look closely and you will see that Cadillac's score is nearly identical to Lexus'. Key findings in the JD Power study included: - All generations of customers showing a preference for internet scheduling. - In-store engagement remains important. - A large percentage of owners are also promoters of their vehicle and brand (to friends and family). - The satisfaction gap between dealers and independent shops is closing. “This is an important area of opportunity for dealers,” Sutton said. “Seemingly simple things like completing service right the first time; returning settings to how they were when the customer brought the vehicle in for service; and washing the customer’s vehicle—all three of which are Key Performance Indicators (KPIs)—can affect their perception of service quality. While completing repairs right the first time is done 94% of the time, the other two KPIs are only being completed 81% and 45% of the time, respectively. These basics are really building blocks to cementing the customer’s relationship with their dealer.”
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John Goreham Contributing Writer, GM-Trucks.com 6-21-2018 General Motors brands and vehicles scored well on this year’s Initial Quality Survey done by J.D. Power (Hammer). Cadillac showed strong improvement as a brand. Chevrolet was the top-ranked GM brand and is now in sixth place just behind Ford. None of GM’s brands scored in the bottom quarter of brands. With regard to individual models, the Silverado earned the top spot in both the light truck and HD truck categories. In the midsized truck segment, GMC’s Canyon was the second highest-ranked truck after the Nissan Frontier. The Tacoma was the lowest-ranked truck. Buick’s Chinese-built Envision earned the top spot in its crossover segment and is also one of the top-ranked crossovers in any category. Although the news is good for GM, the interesting news is that all three of the top spots are now solidly in control of Korean brands. Genesis is a mile ahead of any other brand and Hyundai and Kia round out the podium. How impressive is Genesis’ lead? Owners of Genesis vehicles report almost 20% fewer problems than Lexus owners.
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This 2015 study looks at model year 2012 vehicles after three years of ownership. The Camaro, Malibu, Lacrosse, Enclave and SRX also did well and GM finished in the top 10 as a manufacturer for the first time. -
John Goreham Contributing Writer, GM-Trucks.com 2/19/2015 GM Trucks top this year's J.D. Power Benchmark Dependability study for 2015. The GMC Sierra LD and Chevrolet Silverado LD finished one and two in the Large Light Duty Pickup segment. The Chevrolet Silverado HD and GMC Sierra HD took first and second in the Large Heavy Duty Pickup segment. In the large SUV segment the Chevrolet Tahoe and Suburban, and the GMC Yukon all finished in the top three spots. This 2015 study looks at model year 2012 vehicles after three years of ownership. The Camaro, Malibu, Lacrosse, Enclave and SRX also did well and GM finished in the top 10 as a manufacturer for the first time.
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John Goreham Contributing Writer, GM-Trucks.com 3-20-2017 GM-Trucks.com loves to report the results of the various J.D. Power awards. Why not? The GM brands, and Chevy in particular, tend to kick butt in the awards, outscoring premium brands every time and seem to always top Ford and Ram. Even better, the GM-Trucks.com membership like to cut up the awards in the commentary. Maybe we are late to the party, but we recently discovered the unedited versions of Chevy's advertisements showing the "real people" that Chevy shows off its trophy case to. Watch the video and you will see what we mean. If you like the J.D. Power award video you may also like this one about the mystery car that looks exactly like a Chevy Malibu. Author's note: Having grown up in "Medfid" Mass., the real person named Mahk in the video is every guy I grew up with.
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John Goreham Contributing Writer, GM-Trucks.com 3-23-2017 Yes, just days after we posted up two videos making fun of J.D. Power & Associates, we are here to report on another study! This time the news is good for GM. The J.D. Power & Associates Customer Satisfaction Index Study (CSI) looks at how well customers feel after a visit to the dealership's service area. The study looks at five aspects of the experience and is simply a compilation of what actual owners and lessees of one to five-year-old vehicles report. In the luxury Segment, Cadillac is very close to the top score earned by Lexus and Audi (See above list). Interestingly, Lincoln edged out Cadillac. In the mass-market grouping GM rocks. Buick is number one, and GMC and Chevy are numbers three and four on the list. The Fiat Chrysler QC chief is on suicide watch. Read more about the study here. Or watch the videos making fun of the whole J.D. Power thing here.
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John Goreham Contributing Writer, GM-Trucks.com 2-22-2017 J.D. Power and Associates has just released the results of its 28th-annual dependability survey and GM-Trucks.com noticed one interesting aspect of the report others are not reporting. General Motors' least-American-made brand, Buick, is its top brand for reliability. GM's flagship luxury Brand, Cadillac, is ranked last among GM's brands in dependability, and it is not even close. Buick's top-selling model, the Encore, is built in Mexico, Spain, and Korea. It was originally designed as a model for other markets. Buick's second-leading seller, the Envision, is made in China and imported to America. The Cascada, Buick's convertible, is also an overseas import. Combined, these models account for half of Buick's total sales (in 2016). Contrast this with the American-made Toyota Camry, which is the highest-rated vehicle overall for reliability. Looking at the bright side of the report, all of GM's brands were above the industry average for dependability. The Sonic, Camaro, Silverado HD, and Tahoe were all top-ranked in their segments. General Motors is currently running television advertisements touting its strong results on J.D. Power and Associates surveys based on prior years' results. See the J.D. Power and Associates survey here.
