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Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.

Watch GM's new pickup crash its way to five-star NHTSA ratings

General Motors has just scored a big win with its Chevrolet Silverado and GMC Sierra pickup trucks, acing the National Highway Traffic Safety Administration New Car Assessment Program. The two full-size trucks had already netted a five-star Overall Vehicle Score in their crew-cab variants, but the new testing certifies them as five-star trucks in both regular and double-cab bodystyles, so GM's trucks offer top ratings across the board.
"Our incredibly capable trucks have been engineered to be some of the safest," Gay Kent, GM's general director of Vehicle Safety and Crashworthiness said. "We've designed the vehicle structure, strategically placed high-strength steel and developed the occupant restraint system to achieve high levels of safety performance."
The scores mark the Silverado and Sierra as the first pickups to net five-star scores since NHTSA beefed up their testing regime in 2011, a nice feather in GM's cap as it continues to slug out the pickup truck wars with crosstown rivals Ford and Ram.

GM's 2014 Trucks Receive Five-Star Crash Rating

This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. The highly-anticipated 2014 Chevrolet Silverado 1500 and GMC Sierra 1500 received Overall Vehicle Scores of five stars from the National Highway Traffic Safety Administration's New Car Assessment Program, the highest possible safety rating. They are the first pickup trucks to receive a five-star rating since more rigorous safety standards were implemented in 2011, according to Autoblog. General Motors said in a written release that new technologies, ultra-high-strength steels and six standard airbags helped the automaker improve the truck's performance in crashes. Related Gallery Ford, Chrysler Offer Power With Smaller Engines In New Trucks GM GMC Safety