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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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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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