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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.

Fiat Chrysler wins top Total Quality Award for first time

The Strategic Vision Total Quality Awards are 20 years old in 2015, and Chrysler has never topped the awards before. Until now, that is. Fiat Chrysler takes the overall award on the corporate level with six segment leaders from Fiat, Dodge, Jeep, and Ram. The Fiat 500 won Small Multi-Function Car, the 500e won Small Alternative Powertrain, the Dodge Challenger tied at the top in the Specialty Coupe category alongside the very un-coupe Mini Cooper Countryman, the Jeep Wrangler Unlimited took the Entry SUV category, the Dodge Durango won in Mid-Size SUV, and Ram took the overall in Best Non-Luxury Brand. The accolade means FCA has gone from one segment winner in 2010 to overall victory in five years. Cars have gotten so good, says Strategic Vision, that it is harder than ever to win. In fact, says the group, 18 years ago 85 percent of all vehicle brands had more than half a problem per vehicle. This year, no brand has more than half a problem per vehicle. The organization measures "over 155 specific aspects of the customer's experience," and scores are based on input from more than 46,000 customers. Other notables in and near the winner's circle include Volkswagen and General Motors, who tied for second place on the corporate scale, one point behind FCA. The Mini Cooper Roadster scored the highest of any model, the Corvette Stingray Convertible and Coupe scored the second- and third-highest. The Chevrolet Colorado is the first domestic Standard Pickup winner in more than ten years, and the Nissan Titan carried the Full-Size Pickup category. The press release below has all the details on how winners and losers are selected, and the full list of automakers and how they finished. "The Customer's 'Total' Experience Defines Quality, Fiat Chrysler Scores Highest in Total Quality," says Strategic Vision The 2015 Total Quality Awards® SAN DIEGO, Friday, July 17, 2015 — Unknown to many, when some consumer research firms rank a car company's quality performance they often do so by simply "counting problems." In the past, this may have been acceptable, but in today's modern and efficient manufacturing world the difference between the worst brand and best brand is LESS than half-a-problem per vehicle. Thus, any "quality ranking" based on this method is severely lacking in the complete picture of the "Total" Quality experience that customers actually use to judge their product ownership.

Dodge adds fire-breathing Durango SRT for 2018

The playbook for Dodge right now is pretty simple. Wring as much power out of as many things as humanly possible. Now comes the 2018 Dodge Durango SRT. Packing 475 horsepower and 470 pound-feet of torque, this seven-seat school bus will scoot to 60 miles per hour in just 4.4 seconds. Since the latest Durango launched for 2014, Dodge has unabashedly called it a three-row Charger. This beefy SUV makes that aggressive claim even more legit. "It does all the things we want a performance car to do," says Mark Trostle, head of performance, passenger, and utility vehicle exterior design. "It really is our three-row Charger." The 6.4-liter (392 cubic inches) Hemi V8 is considerably stronger than the already-potent 5.7-liter Hemi V8, which is rated at 360 hp and 390 lb-ft in the most powerful Durango available now. The SRT powertrain includes the TorqueFlight eight-speed automatic transmission used in the lesser Durango models (and many other FCA US vehicles), though it's calibrated specifically to the sportier demeanor of the SRT model. A similarly retuned full-time all-wheel-drive system rounds out the powertrain. Despite the fact this is a hot-rod SUV, it can still tow 8,600 pounds with a trailer, 1,200 pounds more than the most capable 2017 Durango (the rear-wheel 5.7-liter variant). View 9 Photos The Durango SRT is an obvious move for Dodge. The Jeep Grand Cherokee, which is built on the same platform in the same factory in Detroit, already has an SRT model. With rumors of a Hellcat-powered Grand Cherokee swirling and another Demonic Challenger on the way, the Durango was overdue for an engine upgrade. "When we launched the Durango in 2014, this is the one we really wanted," says Tim Kuniskis, head of FCA US' passenger car brands. There's no doubt this is an enthusiast-oriented SUV. Dodge even went to the trouble of certifying the Durango SRT's 12.9-second quarter-mile time with the NHRA and tested it a Virginia International Raceway. Buy a Durango SRT, and you get a full day at the Bob Bondurant School of High Performance Driving. When's the last time anyone did all of that with a three-row ute? It certainly looks the part. The hood bulges with new air-ducts to help keep the big Hemi chilled appropriately. There's a new front fascia with more air vents and LED fog lamps. Plus, the grille takes on a menacing new glare with a mesh pattern, and the body gets wider wheel flares. Click through the gallery, it really does look like a Charger from some angles.