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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 now finishing and shipping pickups it had parked for lack of chips

DETROIT — General Motors is more than halfway through shipping newly-assembled pickups that it had parked due to a shortage of semiconductor chips, a top executive at the No. 1 U.S. automaker said on Friday. "We've made great progress," Steve Carlisle, GM's North American chief executive said at the Reuters Events Automotive Summit. "We're a bit better than halfway through that at the moment and our goal would be to clear out our '21 model years by the end of the year. We'll have a bit of a tail of '22 model years into the new year but not for too long." The global chip shortage has forced automakers like GM to idle production or in some cases mostly build vehicles and then park them until the necessary chips can be installed, allowing those vehicles to be then shipped to dealers. Last month, GM Chief Financial Officer Paul Jacobson cautioned that GM's third-quarter wholesale deliveries could be down by 200,000 vehicles because of chip shortages. He did not break out what share of that was trucks. To expedite transportation of newly-built vehicles to dealers, Carlisle said GM bought a number of car haulers to deliver them from factories or distribution centers. The Detroit automaker has also allowed dealers to pick the vehicles up themselves in some locations. Carlisle said new vehicle inventories have shrunk to below 20 days in the United States due to the supply chain disruptions, but the company wants to get that back up to 30 to 45 days with some getting to 60 days depending on the product line. GM sees sales of gasoline-powered vehicles being steady over the decade and real growth opportunity in electric vehicles and software, with one not undermining the other, he said.  

3 Quick Takes on the new Hummer EV

The 2022 GMC Hummer EV truck debuted Tuesday with 1,000 horsepower and up to 350 miles of range. It marks the return of the Hummer name after a decade-long absence and is the most ambitious electric vehicle General Motors has attempted. Here are three quick takes. This is how major vehicles will be revealed going forward The unveiling during Game 1 of the World Series on Fox and during The Voice on NBC could only have been bigger if done during the Super Bowl. A two-network debut complete with LeBron James providing voiceover for the commercial. On Fox, World Series play-play man Joe Buck neatly set up the spot and told millions of viewers that the order bank was now open. Then the Hummer debuted in what looked like a cut from the next Transformers movie. OK, this is not how every major car will be revealed, but the direct-to-consumer, as-many-eyeballs-as-possible, made-for-TV (or social media) event will be a key strategy going forward. In the last few months, the Detroit, Los Angeles and New York auto shows have all played leapfrog with dates, confusing many observers. The pandemic has obviously exacerbated the decline of auto shows, but if you’re an automaker, why share the spotlight in a convention hall? Most car reveals wonÂ’t be network TV spectacles, like the Hummer, but streaming services and other platforms will make a lot more sense than traditional means as companies compete for new buyers. This is how the Tesla Cybertruck should have looked Most would say the Hummer is pretty cool looking. The headlights, the grille, the blocky fenders and huge wheels — yeah, this looks straight out of central casting. ItÂ’s what you expected the reborn Hummer to look like, nominally now in the service of the GMC brand. Tesla made the Cybertruck a bit too crazy. Sure, itÂ’s attention-getting. But look at the Tesla. No one can objectively say the Cybertruck is aesthetically pleasing, from the shape to the features. ItÂ’s out-of-step with the graceful Model S and Model 3 sedans. The Hummer is futuristic, has interesting elements — like underbody cameras for off-roading and a T-top — and a massive presence. It doesnÂ’t need to do more. The addition of Super Cruise technology, however, is a nice touch. GM is serious about EVs The Hummer leads a blitz of EVs from GM, which is quietly yet ambitiously laying out an electric future.