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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.

Almost Jeffersonian | 2017 Kia Optima Plug-In Hybrid Second Drive

On a drive of Kia's new Optima Plug-In Hybrid (in showrooms since April), we visited Thomas Jefferson's Monticello, our third president's sprawling estate in central Virginia. Even in the absence of Twitter, Jefferson enjoyed a restless curiosity about an array of subjects. While his day gigs – declaring independence and consummating the Louisiana Purchase – occupied much of his life, he always made time for intellectual pursuits and making daily life better, so we think he'd grasp the rightness of the Optima. In the science of the plug-in hybrid, there's little new. The combination of gas and electric motors is intended to reduce the carbon footprint of a conventional drivetrain. Add a motor, install more battery capacity and enable that battery to be recharged over a long lunch or overnight, and you have a plug-in hybrid with up to 29 miles of electric-only operation. With the gas tank included, you get roughly 600 miles of combined driving range. (That's DC to Atlanta, had Jefferson wanted to visit Atlanta.) Visually, there's little to distinguish this PHEV from a conventional Optima. Its alloy wheels are aerodynamically cleaner and front fascia less disruptive - and includes an active air flap, no less. The exterior design, though dated, still impresses. A spacious interior is what you'd expect from Kia. And so, regrettably, are some hard plastic surfaces. That plastic is appropriate in a $20,000 Soul, less so in a $40,000 Optima Plug-In. Nothing here is completely off-putting, and we've always liked Kia's integration of audio and A/C controls. But so much is good about the Optima that you expect something nicer as you slide behind the wheel. The front seats are both supportive and accessible. Our test vehicle, equipped with $5,250 of EX Technology, offered a panoramic sunroof, heated and ventilated front seats, a power front passenger seat with adjustable lumbar, and heated outboard rear seats. That same package also includes a bundle of safety technology, including a forward collision warning system, advanced smart cruise control, blind spot detection, lane departure warning, and rear cross traffic alert. A modern hybrid generates a lot of info, and learning to access it all will require more than the few hours we had in the car. Your economy – the Optima's innate efficiency and your driving style – is available at the push (or two) of a button. And you can choose from all-electric EV or hybrid mode by using Kia's Mode Select control.

KIA: Walken Closet

Kia quite literally had no other option than to secure Christopher Walken to star in this commercial. It's entitled Walken Closet, and the misspelling is clearly intentional. Watch as Walken portrays himself as only he can (obviously) in this humorous ad. Oh, and the sock puppet. How could you forget the sock puppet? Marketing/Advertising Kia Super Bowl Commercials 2016 super bowl ad