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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.

Jaguar Land Rover launches Pivotal subscription service

Two years ago, Jaguar Land Rover launched a subscription service in the UK dubbed Carpe. The program was effectively a 12-month lease with no deposit and no mileage limit, and an all-inclusive monthly payment covering insurance, tax, service, and repairs. For GBP910 ($1,134 U.S.) plus the cost of fuel every month, a subscriber could secure a Jaguar E-Pace at the bottom end, a payment of GBP2,200 ($2,741 U.S.) per month opening the doors to a Range Rover Sport. In between, the Range Rover Evoque cost GBP980, the Jaguar XE GBP1,200, the Range Rover Velar GBP1,255, and Land Rover Discovery GBP1,550. The numbers and customer feedback have encouraged JLR to turn Carpe into Pivotal, with new lease levels, terms, and restrictions. Instead of keeping a vehicle for 12 months, Pivotal subscribers pay GBP550 to join, then swap out every six months. Changing cars early incurs a GBP250 fee, or customers can request to stick with the vehicle they have beyond six months, but JLR reserves the right to switch out cars when necessary. Pivotal keeps tabs to the odometer, too — instead of unlimited driving, the program caps fee-free travel at 1,500 miles per month, 20 pence per mile after that. However, the FAQ section explains that "mileage is accumulative so do not worry if you do not use your full mileage allowance, the first month can be carried on into the next within a given vehicle."  Carpe's six levels have been reduced to four Pivotal tiers. Blue costs GBP750 ($934 U.S.) per month and offers access to the Jaguar F-Pace, Land Rover Discovery Sport, or Range Rover Evoque, clearly a much better deal than GBP910 for an E-Pace (and we like the E-Pace). Indigo runs GBP1,150 ($1,433 U.S.) for the choice of a Jaguar I-Pace, Range Rover Velar, or Land Rover Discovery. Violet, costing GBP1,350 ($1,682 U.S.), comes with just one vehicle for now, the Range Rover Sport. Same goes for Ultraviolet at GBP1,600 ($1,993 U.S.), which gets the Range Rover. The brand already has plans to expand the fleet with the new Defender, and plug-in hybrid versions of the Discovery Sport and Range Rover Evoque The only noted repair item not covered is windshield replacement, which carries a GBP150 deductible. The splashy rework in England comes shortly after Mercedes-Benz shuttered its Collection service here in the U.S. On trial for two years in Nashville, Philadelphia, and Atlanta, Collection couldn't get the traction Mercedes wanted.

10 most memorable cars and SUVs of 2019

It's no surprise that a car reviewer will drive a large number of cars over the course of a year. Indeed, when the clock strikes midnight on Dec 31, I will have driven 75 new cars, trucks and SUV this year (and one old Peugeot) over the course of weekly evaluation loans and first drive events. That sure seems like a lot. Some definitely got more attention than others, and some came and went without leaving much of an impression – I completely forgot I drove a Kia Forte. Yet in the spirit of this day, I thought I'd pick the 10 that I would love to see under the Christmas tree tomorrow morning. You know, just in case you were looking to get me something. I'll also throw in a couple disappointments that were memorable for the wrong reasons. They'd get sent back to the store on Boxing Day. Lexus LC 500 Pictured below and resplendent in its Flare Yellow metallic paint, the car that would reach highest on my list is the divine Lexus LC 500. As a devout lover of GT cars, the LC ticks all the boxes. Muscular and characterful engine? V8, check. Beautifully made and memorable interior? It's gorgeous, to hell with Remote Touch. Check. Comfortable and reasonably practical? Superb seats and, uh, yeah. Makes me want to stand there and stare at it? You bet. Though I long figured my heart would say LC but my head "Porsche 911," after this go-around, that's no longer the case. LC, pretty please. 2020-lexus-lc500-f34-2 View 19 Photos Polestar 1 I actually feel lucky that I got to drive the Polestar 1. Only 150 will be produced each year, and it's a far more special thing than it would initially appear. And that's despite initially appearing to be a beautiful, classic two-door GT car with a roof so rakish it's only possible because it's made of carbon fiber. That itÂ’s a massively powerful plug-in hybrid with more all-electric range than any other PHEV is a thick dollop of whipped cream on a slice of Toscakaka. You know, Swedish dessert, Swedish car. Fine, I'll stick to Ikea references.  Polestar1_Launch_SanFrancisco-0014 View 44 Photos Volvo V60 Cross Country Speaking of Sweden, did I drive this car off the road there? Sure did! And despite this, the V60 Cross Country scratches that certain wagon itch and looks sensational to boot. I wish it were available with the T8 plug-in hybrid powertrain, but it's best not to get greedy at Christmas.