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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.

Texas sues GM, saying it tricked customers into sharing driving data sold to insurers

Texas filed a lawsuit Tuesday against GM over years of alleged abuse of customers' data and trust. New car owners were presented with a "confusing and highly misleading" process that was implied to be for their safety, but "was no more than a deceptively designed sales flow" that surrendered their data for GM to sell. The suit contends that at no point was selling driving data ever even suggested as a possibility, putting GM in violation of the state's consumer protection laws. Texas Attorney General Ken Paxton is seeking a jury trial and at least $10,000 per offense (every GM car sold in the state since 2015) and a hefty add-on of $250,000 in cases where the victim was over 65. Texas seems to be flying high after a recent $1.4 billion settlement from Meta over other privacy concerns. This may well be a way to solve any pending budgetary issues in the Lone Star State.

2022 Chevy Silverado HD gains Multi-Flex tailgate as an option

GM is spreading the Multi-Pro Tailgate love around its truck lineup, and the Silverado HD is the latest pickup to gain the option. Just like the 2021 Silverado 1500, Chevy uses the “Multi-Flex” name for it in the HD, eschewing GMCÂ’s “Multi-Pro” branding for the bowtie vehicles. YouÂ’ll be able to option the tailgate on 2022 model year Silverado 2500HD and 3500HD models. ItÂ’ll be available optionally in every trim, so thereÂ’s no need to grab a more expensive trim to gain access to the trick tailgate — youÂ’re also not required to take it in higher trims. Functionality is the same as the standard Silverado and Sierra.  The primary gate opens and closes like any other tailgate out there. ThereÂ’s a primary gate load stopper that allows you to put the gate down and still keep things from flying out the back (it can also be arranged such that the load stopper is at a higher height by using the inner gateÂ’s stopper). The inner gate folds down perpendicular to the ground to allow closer access to the bed. A full-width step is available if you fold both “gates” down and pop out the inner panel. And lastly, the inner gate can be lowered to use it as a small work space. You can watch the short video above to get a quick run through of all the positions, or scroll through the gallery at the top of this post. Besides the tailgate, Chevy says the 2022 Silverado HD is gaining a new Greenstone Metallic exterior paint color. Other changes for 2022 were not detailed at this time, but Chevy says the trucks with this tailgate should be available sometime this summer. Related video: