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2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.

BMW ponders increase in i3 production capacity on early demand

The 2014 BMW i3 is not slated to hit US showrooms until the second quarter of next year, but the response BMW has received for the all-electric hatchback has been positive enough that the automaker is already considering boosting production capacity. Bloomberg Businessweek reports that more than 8,000 customers have reserved an i3 so far, which is high, especially considering that BMW only planned to sell 10,000 i3s total in 2014.
Talking to BMW CFO Friedrich Eichiner, the report says that if the demand holds for the i3, BMW would increase capacity accordingly. The i3 goes on sale next month in Germany before a global roll out in the US, China and Japan, and with a starting price of $41,350, it is priced slightly higher than current small plug-in vehicles offered in the US like the Chevy Volt, Ford Focus Electric and Toyota Prius Plug-in, though features more use of advanced, lightweight materials.

Tesla in talks with BMW about batteries, charging collaborations

With Toyota and Daimler no longer holding Tesla shares, the electric vehicle company might be looking for a new partner – possibly a Bavarian one. In a new interview with Germany's Der Spiegel, CEO Elon Musk confirmed that he has had talks with BMW execs about future collaboration. "We are talking about whether we can collaborate in battery technology or charging stations," Musk said in the interview, according to Reuters. However, a Tesla spokesperson has tempered things by saying no formal agreements are in place at the moment. In the same interview, Musk reportedly praised BMW's use of carbon-fiber-reinforced plastic in its i sub-brand offerings, and said he would like to have a battery factory in Germany in the next five or six years. The possibility of technological cooperation between Tesla and BMW has been a hot topic this year. In June, Musk reportedly met with BMW execs, and the two companies were also rumored to have met with Nissan to discuss charging technology. When Daimler sold off its shares, there was talk of it opening the way for possible collaboration between the two automakers, as well.