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Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

Junkyard Gem: 1978 Buick Skylark Sedan

Around the time that OPEC shut off the oil taps, The General realized that it was time to sell more small cars from GM divisions not previously known for such machines. The logical candidate for this project was the Chevrolet Nova, a rear-wheel-drive compact that shared much of its chassis design with the Chevrolet Camaro and Pontiac Firebird. The Nova-based Pontiac Ventura came out in the 1971 model year, and the Buick and Oldsmobile Divisions began producing their own badge-engineered Nova siblings for 1973 (Cadillac was late to the party, but eventually created the Nova-based Seville for 1976). At first, the Buickized Nova got Apollo badges, but the better-known Skylark name was applied to these cars for the 1975 through 1979 model years. Today's Junkyard Gem is one of those Nova-based Skylarks, found in a Denver self-serve yard. From the 1964 through 1972 model years, the Skylark lived on the A-Body chassis and was sibling to the Chevrolet Chevelle/Malibu, Pontiac LeMans/Tempest/GTO, and Oldsmobile Cutlass/442. After the 1975-1979 rear-wheel-drive X-Body phase, the Skylark name then went onto the unrelated front-wheel-dive X-Body chassis developed for the Chevrolet Citation. It's a Nova, sure, but Buick made sure that it had a bit more swank than its Chevy counterpart. Checked seat fabric with big square buttons! The base engine in the '78 Skylark was the 3.8-liter Buick V6, rated at 110 horsepower. GM had invested in a new crankshaft design for this engine the year before, so it no longer had the "odd-fire" cut-down V8 crankshaft that shook the fillings out of so many drivers' teeth in earlier years. An assortment of low-compression V8s from Oldsmobile, Chevrolet, Pontiac, and Buick were available as optional equipment as well, eventually leading to the "Chevymobile" lawsuits of a few years later. The base transmission in this car was a three-speed manual (I'm not sure if you could still get a three-on-the-tree column-shift manual Skylark in 1978, but a three-on-the-floor manual was available for sure). The very last three-on-the-tree car Americans could buy was the '79 Nova and its Olds Omega/Pontiac Phoenix siblings, while the final three-on-the-floor cars were the '81 Malibu and siblings. This car has the optional three-speed automatic.

Kia leads J.D. Power's Vehicle Dependability Study for 2022

For the first year ever, Kia leads J.D. Power's annual Vehicle Dependability Study with a score of 145 problems per 100 vehicles. Buick (147) and Hyundai (148) round out the top three. The highest premium brand on the list is Genesis, with a score of 148. It's common for so-called "mass market" brands to lead this particular study, according to J.D. Power, as "premium" brands "typically incorporate more technology in their vehicles, which increases the likelihood for problems to occur" and aren't necessarily built to a higher standard that less-expensive brands. The highest-rated single nameplate is the Porsche 911. It's the third time out of the past four years and the second year in a row that Porsche's quintessential sports car has taken top honors. Porsche as a brand sits in seventh place (162) just behind Lexus (159) and ahead of Dodge (166). At the very bottom of the list is Land Rover with a dismal score of 284; the SUV specialist held the same unfortunate distinction on last year's list. Ram (266), Volvo (256), Alfa Romeo (245) and Acura (244) also performed poorly. The overall industry average score sits at 192 — mass market brands average a score of 190 while premium brands sit 14 points lower at 204. While Tesla is unofficially included in some of J.D. Power's results, the agency says the sample size it has access to for this study is too small to include. As has been the case for the past several years, infotainment systems dominate the list of problems reported by owners. Popular (or unpopular, depending on your point of view) complaints include built-in voice recognition (8.3 PP100), Android Auto/Apple CarPlay connectivity (5.4 PP100), built-in Bluetooth system (4.5 PP100), not enough power plugs/USB ports (4.2 PP100), navigation systems difficult to understand/use (3.7 PP100), touchscreen/display screen (3.6 PP100), and navigation system inaccurate/outdated map (3.6 PP100). While problems with the car's infotainment and technology packages are indeed bothersome, it's important to remember that such issues aren't usually leaving owners stranded with an immovable vehicle like a broken transmission or blown engine would. Culling infotainment complaints from the results would reduce the average problem-per-100-vehicle score by a staggering 51.9 points. The vehicles included in this study are from the 2019 model year. That means owners have had three years to get to know their cars and trucks. It's the 33rd year that J.D.