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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.

2014 BMW 320i

When BMW switched its entry level 3 Series, the 328i, from a naturally aspirated, 3.0-liter six-cylinder to a turbocharged, 2.0-liter four-cylinder, we weren't entirely sure what to think. Sure, from a pure numbers perspective, the new 2.0-liter cooked the old 3.0's goose, delivering more torque at far more accessible engine speeds while boosting horsepower and fuel economy.
While we miss that revvy six-pot, the numbers for the 2.0 were just way too good to pass up. Then we received news of an even less-powerful 2.0-liter 3 Series - the 320i. This was interesting, as it saw BMW delving into a power level previously owned solely by the anemic Lexus IS 250 and its six-cylinder engine.
Could BMW make a sub-200-horsepower sedan that still drove the way we expected a 3 Series to drive? To find out, we borrowed the new 320i for a week of testing.

Is BMW ready to increase i8 production?

The BMW i8 plug-in hybrid is really fast. But the car is getting to customers really slowly. The German automaker might be doing something about that. Bimmer executive Ian Robertson, speaking with reports at the Los Angeles Auto Show this week, commented on the high demand for the super-PHEV and said the company may step up production in Germany, Automotive News Europe says. That's because the wait list for the i8 is approaching 18 months in some global markets. And Robertson would like to get that timeframe down to about six months. No details were disclosed about how fast the i8 is being produced or how much faster that production rate may get. The i8, which retails for about $135,000, started sales in Europe in June and in the US two months later. As for the smaller, slower i3 electric vehicle, BMW is making about 2,000 units a month, and wait lists are down to about four months. Part of the reason for that is because BMW shifted distribution rates for that model towards the US to meet higher-than-expected demand from stateside consumers and slow German sales. Through the end of October in the US, BMW had sold almost 4,300 i3 vehicles and 271 i8 models, including 204 i8 units last month alone.