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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.

GM will compensate SUV owners for fuel-economy error [UPDATE]

General Motors will offer debit cards to owners of some of its crossover SUVs after it was discovered that GM overstated the vehicles' fuel economy on window stickers, Automotive News says. GM will offer reimbursements to about 135,000 customers that are worth between $450 and $1,500 each. Some owners will also have the option of being provided with an extended warranty free of charge instead of the debit card. GM overstated fuel economy on about 170,000 vehicles by one to two miles per gallon because of what it has said was an inadvertent error stemming from not factoring the impact of emissions-related hardware into the EPA window-sticker figures. As a result, GM put a temporary stop-sale on the Chevy Traverse, GMC Acadia, and Buick Enclave before switching out the window stickers on about 60,000 vehicles. Automotive News says letters and debit cards will be sent out next week, and Reuters is estimating that the reimbursement program will cost GM about $100 million. With automakers ranging from Hyundai/Kia to Ford to, more recently, Volkswagen and Mitsubishi being ensnared by emissions or fuel-economy-rating issues, GM is working quickly to address the problem. For those curious, the reimbursement totals, factoring in current gas prices, the SUVs' combined fuel economy, and typical driving of about 12,000 miles a year, will provide between three and 12 months worth of free gas for those drivers (the models get either 17 or 18 miles per gallon combined, depending on front- or four-wheel-drive configuration). While about 135,000 customers will be reimbursed, Automotive News says the fleet buyers of about 35,000 crossovers haven't been addressed yet. UPDATE: GM spokesman James Cain, in an e-mail to Autoblog on Sunday, confirmed that the company will reimburse about 135,000 customers. Purchase customers will be given the option of a pre-paid debit card or a 48-month/60,000-mile protection plan, while lease customers will be offered the pre-paid debit cards. Most of the cards will have a value of between $450 and $900 on them. "We want all of our customers to have a great ownership experience, so we designed this reimbursement program to provide full and fair compensation in a simple, flexible, and timely manner," he wrote.

2021 Chevy Tahoe, GMC Yukon fuel economy and towing capacities go official

Most of the puzzle pieces have fallen into place with GM’s new full-size SUVs, but today we have fuel economy and towing to add to the picture. Numbers for the standard 5.3-liter V8 and upgrade 6.2-liter V8 are out, but GM has held back on the 3.0-liter turbodiesel inline-six for the time being. Those numbers are most likely not ready yet. Minor improvements and decreases are seen throughout the Tahoe/Suburban and Yukon/Yukon XL lineup. Because there are so many variants, weÂ’re going to just lay them out below for you. 5.3-liter V8 2021 Tahoe/Yukon 2WD: 16/20/18 2021 Tahoe/Yukon 4WD: 16/20/18 2021 Suburban/Yukon XL 2WD: 16/20/18 2021 Suburban/Yukon XL 4WD: 15/19/17 6.2-liter V8 2021 Tahoe/Yukon 2WD: 15/20/17 2021 Tahoe/Yukon 4WD: 14/19/16 2021 Suburban/Yukon XL 2WD: 15/20/17 2021 Suburban/Yukon XL 4WD: 14/19/16 As you can see, there isnÂ’t a whole lot of difference between two-wheel drive and four-wheel drive options. You can eke out an extra mpg here and there, but itÂ’s a penalty weÂ’d be happy to live with to have four-wheel traction. The biggest loser in all of this is highway mpg. Chevy has made the trucks bigger and added weight with the independent rear suspension, causing a decrease in fuel economy. For example, a 2020 Tahoe with the 6.2-liter V8 and four-wheel drive is rated at 14/22/17. The 2021 truck drops 3 mpg on the highway and 1 mpg in the combined rating. There are improvements to be found, though. A 2020 Suburban with the 5.3-liter V8 and four-wheel drive is rated 14/21/16. Fuel economy in the city goes up 1 mpg, but you lose 2 mpg on the highway and 1 mpg in the combined rating. ThereÂ’s a bit of give and take here, but at least a slight increase in city mpg has accompanied the greater loss in highway fuel economy. 2021-chevy-tahoe-chicago-01 View 12 Photos As for towing, the Tahoe/Yukon with the 5.3-liter V8 and two-wheel drive has a new 7,900-pound capacity, and the four-wheel drive model is rated at 7,700 pounds. Respectively, those are the best figures youÂ’ll get with the standard towing capacity. Opt for the maximum towing package, and the Tahoe/Yukon capacities go up to 8,400 pounds (two-wheel drive) and 8,200 pounds (four-wheel drive). The numbers all take slight cuts when you go for the 6.2-liter V8. Both the Suburban and Yukon XL offer similar or identical towing figures as their shorter counterparts do.