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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.

The mood at this year’s Paris Motor Show: Quiet

The Paris Motor Show, held every other year in the early fall, typically kicks off the annual cavalcade of automotive conclaves, one that traverses the globe between autumn and spring, introducing projective, conceptual and production-ready vehicle models to the international automotive press, automotive aficionados and a public hungry for news of our increasingly futuristic mobility enterprise. But this year, at the press preview days for the show, the grounds of the Porte de Versailles convention center felt a bit more sparsely populated than usual. This was not simply a subjective sensation, or one influenced by the center's atypically dispersed assemblage of seven discrete buildings, which tends to spread out the cars and the crowds. There were not only fewer new vehicles being premiered in Paris this year, there were fewer manufacturers there to display them. Major mainstream European OEM stalwarts such as Alfa Romeo, Fiat, Nissan and Volkswagen chose to sit out Paris this year, as did boutique manufacturers like Bentley, Aston Martin and Lamborghini. This is not simply based in some antipathy on the part of the German, British and Italian manufacturers toward the French market — though for a variety of historical and societal reasons that market may be more dominated by vehicles produced domestically than others. Rather, it is part of a larger trend in the industry. Last year, Mercedes-Benz announced that it would not be participating in the flagship North American International Auto Show in 2019 — and that it might not return. Other brands including Jaguar/Land Rover, Audi, Porsche, Mazda and nearly every exotic carmaker have also departed the Detroit show. Some of these brands will still appear in the city in which the show is taking place, and host an event offsite, to capitalize on the presence of a large number of reporters in attendance. And even brands that do have a presence at the show have shifted their vehicle introductions to the days before the official press opening in an attempt to stand out from the crowd. In many ways, this makes sense. With an expanding number of automakers, with diversification and niche-ification of models and with wholesale shifts that necessitate the introduction of EV or autonomous sub-brands, there is a growing sense that, with everyone shouting at the same time, no one can be heard.

2018 Jaguar F-Pace: Ambient lighting is fun and frustrating

Like so many other automobiles from this decade, our long-term Jaguar F-Pace crossover has customizable interior lighting, a part of the $2,350 Luxury Interior Package. I've previously admitted to the fact that ambient lighting has me split in opinion. On the one hand I know that it's probably going to end up being dated and uncool in the future. On the other, I actually quite enjoy it, possibly because I grew up in the neon-fueled world of early '00s import tuner culture. I also like it from a color-coordination perspective. Our Jaguar's bold blue hue called Caesium can be brought inside with equally bright illumination. It's very satisfying. But that satisfaction of having everything just so is quickly sullied as the center stack and switches are only one color that can't be changed. Admittedly, that's completely normal, but unlike many of those other cars that use neutral white illumination, the Jag's light up in the same blue/teal color that made your Razr phone look cool so many years ago. And so whether you bathe your cabin in blue, red, purple or green light, the ambient lighting will clash with the main switch gear. You can pick a shade of blue for the ambient lighting that roughly matches the switches, but I don't want to compromise my color preference because Jaguar didn't put in LEDs in that would be neutral (or, even better, change to match the ambient settings). I have other complaints about color-matching in the car, too. The instrument panel, which is a flat screen, has a few different display modes, but most of the readouts use a similar (but not quite the same) blue/teal color as the switchgear. So that doesn't match, either. Then, in the sport mode, the instrument screen switches to red. That brings me to my next gripe: all the ambient lighting switches to red when choosing this mode. I get it, red means sporty and Jaguar wants everything about sport mode to feel sporty. But damn it, I paid for custom lighting, let me keep that lighting when I'm also in a sporty mood. I actually sometimes skip the sport mode because I want to be swathed in my favorite hue more than I want slightly more sporty driving dynamics. Oh, and of course the switchgear remains teal/blue even in sport mode. So yes, this is picky. But that's the beauty of evaluating a car like the F-Pace over a longer period of time.