J.D. Power: GMC Owners Happiest With Dealer Service

2013 GMC Sierra SLT

by Jennifer Geiger

According to the results of a J.D. Power study released today, customers are generally happy with the way they’re being treated at car dealerships. GMC ranks the highest out of mainstream brands.

The 2013 U.S. Customer Service Index Study reports that overall customer satisfaction with service at dealerships has gone up 10 points this year (797 points on a 1,000-point scale) and 29 points since 2011. J.D. Power reports that out of the 30 brands ranked, 28 have improved in service satisfaction.

To determine the scores, J.D. Power polled more than 91,000 owners and lessees of model-year 2008-2012 new vehicles who take their vehicle to the dealership for maintenance or repair work. The study examines five areas of customer service: service quality, service initiation, service advisor, service facility and vehicle pick up.

Lexus' score of 862 puts it at the top of the luxury brand list, and J.D. Power reports that the automaker’s dealerships perform particularly well in the areas of service initiation, service facility and service quality. At the bottom of the luxury-brand heap is Land Rover with a score of 825, which is up 29 points from its score last year.

In the mainstream brand category, GMC is on top with a score of 819, with strong performances in the areas of service initiation, service advisor, service facility and service quality. Jeep brings up the rear with a score of 752 points.

According to the study, owners visit a dealer service department about 2.6 times per year, and the agency reports that overall satisfaction with dealer service facilities averages 44 points higher than satisfaction with independent service facilities. It correlates that satisfaction to loyalty: 79% of owners said they’d definitely return to their dealership for service covered under warranty, and 64% said they’d also come back after the warranty expired.

Check out the chart for the full brand breakdown below.

Jdpowerchart1

Jdpowerchart2

 

2013 GMC Sierra SLT 2

 

Comments

Interesting. 2.66 visits per year. That would indicate that most people get their vehicles serviced (including oil changes) at dealerships. Free maintenance and service agreements contribute to that number.

No surprise. Dodge, Ram and Jeep are bringing up the rear.

Took my Dodge Ram in once in 9 years. Turn signal switch would not stay down when turning left. Replaced switch on 7 year 70,000 mile warranty. Dealer wants twice as much to do the same work. Brakes, transmission service, rear diff service.

NO RECALLS!

@Lou, They just started offering free oil changes just like BMW. Look how low Ram is LMAO that says it all. Go GM!!!

Dodge Ram or Ram Truck or Dead Sheep "Same Thing" they have more recalls any one else.

Dodge, Ram, and Jeep consistently are at the bottom of the barrel when it comes to service and safety ratings. They seem to have some better products lately, so maybe they can begin to crawl out.

Obviously they didn't poll me about my Jeep; no out-of-schedule repair before 50,000 miles. Only repair since has been a rear brake job.

This goes out to Ram.

http://www.youtube.com/watch?v=1ytCEuuW2_A

This survey appears accurate because many of the owners of GMCs that I know personally have been very satisfied with their dealers service department. Many of the Chevy owners that I know have had less than stellar service. Same truck but apparently GMC dealers give better service.

These rankings are so close together they are not very meaningful. Expressed as a percentage of the 900 possible points, they are:
GMC 91%
Chevrolet 89.5%
Nissan 88.5%
Honda 88%
Ford 87%
Toyota 86.5%
Ram 84.5%

@DWFields
@HemiV8
The survey wasn't about durability, it was about service satisfaction.
Since you both are eluding to durability, a person experiencing dissatisfaction with durability is most likely going to be dissatisfied with service. Familiarity breeds contempt.
Statistically, if both of you have had zero problems with your products, that means some poor bastard out their lives at the dealership.

Have to believe these customer satisfaction ratings have something to do with how GM has set up its dealer network; many GMC dealers are paired with a Cadillac franchise.

This is kind of funny, although it has been 10yrs since I traded my Wrangler in on my Dakota, I guess it is what dealership you go to, (Chys, Dodge, Jeep) I have found that the 5 star dealers are always the best to do buis, with, I had one recall on my Wrangler, back in the late 90's, it had to do with the exh man. bolts rusting, and the manf. leaking, well I let mine go so long, that by the time the noise got to me, the head had cracked! BUT the dealer not only replaced the head, and used new stainless steal bolts, they even thru in a coolant flush, and tune-up, and the whole job cost me $ 0000! needless to say I gave them a GREAT reveiw! and they are a 5 star dealer, and when the time came to trade in for the Dakota, well it was a no brainer, and I also got a great trade, and great service on my Dakota recall (bal-joints), and waper=pump replace, on warratee!,, Then we get to the Ford feasco Ecco-Boost head gasket, and the 1st dealer that would not honor my warrantee, because of the Cold Air Kit! Ford actualy did finaly PAY for the job! but not after a few phone calls, and once again, I gave them an awfull reveiw! as far as my Chevy goes, I have only had to go in for one recal on that truck, and that was for the trans-dipstick tube recall, it seams they get cracked, from the Active Fual Managment, (cyl shut off), and that was done in 1 hr. and the dealer washed and vacumed the truck, so needless to say I gave them great review! when I get good service, I let them know about it, and when I get bad service, they all know about that too.

@ AllAmerican,

@ Ford850,

Toyota is the King of Recalls,Ford has alot as well....

Chrysler/RAM/Dodge/Jeep dont have many serious recalls,when they are recalled.

Toyota 3 milion at once,Ford a few million ect...

Chrysler group recalls are usually 10,000-200,000 not in the millions and not recalled for major issues..

Toyota they had several serious transmission issue recalls from failure, Honda had serious engine /transmission failure recalls..,Toyota had several engine failure reacalls,rusted frame issues..not to mention the random excelleration that Nasa said was a MECHANICAL issue !!!

I am tired of this site with the RAM/Dodge bashing..You anti-Chrysler people are the worst for spam,always bashing RAM daily because you are jealous !!!!

So,6.5 % difference and you cant contain your Chrysler Group bashing,shame on you spammer !!!

Furthermore,Furd 850 I think every Jeep has a 5 tar rating as does every Chrysler/Dodge car..Its Ram truck last time I checked had a 5 star safety rating...So obviously you are a spammer like most on this site bash Mopar,shame on you !!

@TJ Numbers do not lie, yeah there's allot of opinions going around but the numbers do not lie. Jealous of what, my friends 2013 Ram 1500 leans to the right when braking since day one. Now he's having electrical problems.

@Allamerican, You have never owned a Ram so what do you know? .............. Nothing. Just another blow hard. lol
P.S Ford and Chevy have had more RECALLS. lOOK IT UP.


@ford850, Your precious Ford was 27 out of 28 brands on initial quality.Talk about bottom of the barrel. lol

@ tj: Better check the jeep jk recalls.I had 5 the first year on my then new 08.Didn't even make it home from picking up my new jk without some electrical problems with one of the computers....that ended up being replaced when they brought it back to the dealership on a rollback.That was my 3rd and last jeep product,I'm done with them.

@TJ - jealous? There is that word again. There is always a distinct group of individuals on this site that use that word.
Why would AllAmerican or Ford850 be jealous?
We can buy any truck we want, being a free country and all.....

Ram trucks have improved markedly in durability but the rest of Fiat's North American portfolio have not fared so well.

The industry average for 2012 was 132/100 or 132 problems for every 100 vehicles. 2013 shows 126/100 or 126 problems per 100 vehicles. That is an improvement of 5%.

The biggest overall improvement that impressed me was Ram. They went from #20 in the rankings to #9 in the standings. Kudo's to Ram.
They went from 174/100 down to 122/100. That is an improvement of 30%.
Ford slipped slightly from 127 to 124/100.
Toyota also slipped a little from 104 to 112.
Chevy improved 135 to 125
GMC improved 158 to 134
Chrysler improved 192 to 153
Jeep improved 179 to 176
Dodge worsened 183 to 190.
Chrysler/Jeep/dodge were at the bottom of the list for durability. Looks like separating Ram from Dodge was an excellent idea.
Toyota and its associated brands were still at the top end of the list.


It's well and good to talk about total number of recalls.

What isn't taken into account is the degree of urgency for a recall.

Recalls that could or will cause costly repairs and are a comprimise to safety are different to "inconvienience recalls".

Recalls are grouped as a whole and aren't graded by time in workshop and/or inconvenience to the consumer. This can cost the consumer money as they try and work around the inconveniences.

If they are rated like this then the numbers probably would come out different.

Any recall reduces the manufacturers profit.

Because I bet the figures the manufacturers look at in the end is customer satifaction with a product.

Toyota is 13th from the top and below average.

I don't see why it's so hard to be nice to people. I mean AFTER the sale. My mom takes her Tundra in for a warranty repair that turned out to be a simple fuse. Not only did Toyota service deny the claim, (and the tow), they accused her causing it by charging the (dead) battery backwards?

Toyota, the OEM, worked very hard to earn her as a new truck buyer just so a jack ass in service can send her back to domestic trucks.

J.D. Power SUX!!!!!!!!!!!

GUTS!! GLORY!!!! RAAAAAAAAAAM!!!!!!!!!!!!!

@TJ - recalls? Why do people always cite recalls as a sign of low durability?
Recalls are for actual safety problems that have occured and are traced to a component. The size of the recall is determined by the "batch" the component is isolated to, or to the entire component run if a batch cannot be isolated. Since one cannot prove that every single component will fail or NOT fail, they will remove all of them from service. Shared components lead to huge recalls.
If Ford used the Texas Instruments cruise control switch in only one brand, it would of been a small recall. Did every Ford with a Texas Instruments switch burn to the ground?

Toyota recalled gas pedals made by American CTS. Toyota used that pedal in over nine million units. Was Toyota to blame for a poor design?
Denso made the same pedal for Toyota. The ony Toyota designed difference was the wiring harness. Not one Denso pedal was recalled. Ford had CTS pedals in their Chinese Transit vans and recalled those vans. Chrysler had a CTS pedal in one of their compact cars, and also recalled them.
The company who's badge is on the hood has to eat the recall not the supplier.

Recalls are NHTSA mandated for safety.

If 1% of Toyota or Ford units had recalled flawed components, that means 1% will have a lower surveyed level of dependability since they failed. That doesn't mean all of those products are doomed to fail or all of those units have low dependability.
That is like saying we are ALL doomed to die of cancer because 0.3% of the population has it.

Chrysler's Pentastar TICK problem was NOT a recall, does that mean they are more durable?

@Lou, Did every Ford with a Texas Instruments switch burn to the ground?

Only about 600 FIRES Lou. Including homes and killing people. Then their was the ignition switch fire that caused my ford to burn. That was a whole other recall. Then there was the control module that was causing fords to burn before they left the assembly plant in 2011. Then their was the FOUR RECALLS for the 2013 burning escapes and fusions. ONLY CLOSE TO 20 MILLION IN ALL approximately. I guess I was one of the lucky one's. I thought we covered this already Lou? Is your memory that short?

Guess they forgot to ask me about my Ford experience, talk about shameful. Although Dodge dealers have a rep for being snobby, Ford dealers here sure as heck aren't any better. GMC? Owned one of them, service was great until the dealer closed and amalgamated with another big dealership....service fell like a stone.

@DenverMike
Do you have roadside assistance motoring groups in the US?

If you mother's Tundra is out of warranty, she should pay the cost to have the problem rectified, if not join a motoring assistance group.

In Australia many people join these style of motoring "club" as they are very useful.

Or are you taking a swipe at Toyota with a furphy:)

@Lou
Oh no Lou! Are we in for the Hemi V8 Ford fire saga again.

You may have open old wounds:)


Lou is correct in stating that the component suppliers provide all manufacturers.

In Australia we don't have the same recalls for the same vehicles, because most components are from different factories.

@Big Al from Oz - Actually her Tundra was new and she's allowed to hire any company she chooses. Then service reimburses her or pays the tow company directly, COD or purchase order. If service denies the claim/warranty (like they did), they add it to the repair bill.

What happened was her Tundra started fine after she charged the battery, but it refused to come out of park.

She played by the rules and got burned is all.

@HemiV8 - it is rather unfortunate that people have lost their lives due to defective machinery.
I am not EVER going to condone the actions of any company that leads to death.
That was/is not what is debated here. The question is whether or not recalls affect durability.

If you want to go on and on about Ford fires, that is your choice.
Every manufacturer has had fires and unintended accelleration.

As usual, you have a massive hate on for Ford. To put it in perspective. If one were to use your numbers, the chance of having one's Ford burn down is 3/100,000 whereas Cancer is 300/100,000.
You are 100 times more likely to get cancer.
Since you happen to have owned a Ford that burned, I suggest you change your eating habits, use a good sunscreen, and try not to inhale too many fumes.

Recalls are typically the sign of new products and innovations being debugged. This being said GM should have none since they have no idea what a new product or a innovation is.

@Lou, Since you happen to have owned a Ford that burned, I suggest you change your eating habits, use a good sunscreen, and try not to inhale too many fumes. Why not just switch brands. I did and have never had it happen to me again. No Ford, No fire.

Does having your car burn to the ground after it has been parked for hours EFFECT RELIABILITY?

ANSWER= It effected my Ford's reliability. It would not run after that. The resale value kind of went down too after the fire. Can you Imagine?

@Big Al from Oz - Yes, I opened a can of worms, spilled a few and caught a Largescale Sucker but instead of one from the genus Catostomus macrocheilus, I caught one from the genus Sheepherderfanboi Moronski.

@ Lou,Your the genius that drives a flaming Ford and a Moving forward Toyota without touching the accelerator.

Who is the MORON again?

Love how you get to name calling when the truth hurts.

@DenverMike
I do find your story quite hard to believe, that all.

Toyota made her pay for the tow? When under warranty, come on.

@Lou
Believe it or not I'm interested in biology.

But, I do think its a Ramus Painintheassus :)

@Evan, If that was the case how come my 03 Hemi has no Recalls? It is the first year for the power train in the 1500.

@Big Al from Oz - I was using a "sucker" fish genus that is indigenous to the waters of my province. I'm sure California has its own species.

@HemiV8 - Yes it affected the reliability of the 0.00003 of Ford's out of the 20 million you mentioned.

Truth hurts?
It only hurts if I care about the message being delivered or have any form of respect for the one delivering the message.
What truth?
Anything that is made of rubber, and plastic that uses electricity, and consumes hydrocarbons for energy is a potential fire risk.

On the subject of risk, how did you hurt yourself?
Was it faulty safety equipment or an error on your part?
Do we slag all HVAC technicians because you got hurt on the job?

Any death or injury is unfortunate.

"Toyota made her pay for the tow? When under warranty, come on."

@Big Al from Oz - That's what she said... Either Toyota accepts the claim or they don't. When Toyota claims "Owner Negligence", (and they did) why would they pay the tow anyways?

If you were to drive into the center median and damage suspension, brakes and alignment, would Toyota (or any OEM) cover it? Or the tow? This isn't the case with my mom. She did nothing wrong AND if she had 'reversed' the truck's polarity, it never would have started in the 1st place..

I've worked at a Toyota dealer (service) and seen 1st hand the sleazy things they do.

@DenverMike
Do you have roadside assistance motoring groups in the US?

If you mother's Tundra is out of warranty, she should pay the cost to have the problem rectified, if not join a motoring assistance group.

In Australia many people join these style of motoring "club" as they are very useful.

Or are you taking a swipe at Toyota with a furphy:)

@DenverMike
Do you have roadside assistance motoring groups in the US?

If you mother's Tundra is out of warranty, she should pay the cost to have the problem rectified, if not join a motoring assistance group.

In Australia many people join these style of motoring "club" as they are very useful.

Or are you taking a swipe at Toyota with a furphy:)

@Lou
Believe it or not I'm interested in biology.

But, I do think its a Ramus Painintheassus :)

@DenverMike - I've seen some sleezy stuff go on at various dealers and small shops. I haven't had any issues with the local Toyota dealer in my town. The funny thing is that they are the only "independant" in town. The same 2 guys own everything else. I hate that because it makes it much harder to "vote with one's wallet" if you are dissatisfied.
I'm sure your home town has several dealerships of the same brand to go to.
It doesn't help the sting of getting poor service, especially if it happened to your mother. I do find that for the most part, car dedalerships and their employees tend to be chauvinistic and don't treat women the same way as they do men.

@DenverMike
I do find your story quite hard to believe, that all.

Toyota made her pay for the tow? When under warranty, come on.

Interesting the duplicate postings have come back.

I've just looked at who I've been debating on PUTC and TTAC.

Interesting :)

If you can't debate with me about midsizer and a protected US market don't debate, or prove me wrong even on the latest TTAC pickup article, the one with the picture of the Taco:).

I know how your mind works. It frustrates you, doesn't it?

I just made a post and it is no longer on the site.

Interesting the duplicate postings have come back.

I've just looked at who I've been debating on PUTC and TTAC.

Interesting :)

If you can't debate with me about midsizer and a protected US market don't debate, or prove me wrong even on the latest TTAC pickup article, the one with the picture of the Taco:).

I know how your mind works. It frustrates you, doesn't it?

Interesting the duplicate postings have come back.

I've just looked at who I've been debating on PUTC and TTAC.

Interesting :)

If you can't debate with me about midsizer and a protected US market don't debate, or prove me wrong even on the latest TTAC pickup article, the one with the picture of the Taco:).

I know how your mind works. It frustrates you, doesn't it?

Interesting the duplicate postings have come back.

I've just looked at who I've been debating on PUTC and TTAC.

Interesting :)

If you can't debate with me about midsizer and a protected US market don't debate, or prove me wrong even on the latest TTAC pickup article, the one with the picture of the Taco:).

I know how your mind works. It frustrates you, doesn't it?

@DenverMike
I do find your story quite hard to believe, that all.

Toyota made her pay for the tow? When under warranty, come on.

I just made a post and it is no longer on the site.



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