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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.

Child cobalt miners: Automakers pledge ethical minerals sourcing for EVs

BERLIN - Leading carmakers including Volkswagen and Toyota pledged on Wednesday to uphold ethical and socially responsible standards in their purchases of minerals for an expected boom in electric vehicle production. Demand for minerals such as cobalt, graphite and lithium is forecast to soar in the coming years as governments crack down on vehicle pollution and carmakers step up their investments in electric models. To cover its plans for more than 80 new models by 2025, Volkswagen alone is looking for partners in China, Europe and North America to provide battery cells and related technology worth more than 50 billion euros ($59 billion). Talks with major cobalt producers, including Glencore, at VW's Wolfsburg headquarters last week ended without a deal. More than half of the world's cobalt comes from the Democratic Republic of Congo, a country racked by political instability and legal opacity, and where child labor is used in mines. On Wednesday, a group of 10 leading passenger-car and truck manufacturers announced an initiative to jointly identify and address ethical, environmental, human and labor rights issues in raw materials sourcing. The partnership dubbed "Drive Sustainability" consists of VW, Toyota Motor Europe, Ford, Daimler, BMW, Honda, Jaguar Land Rover, Volvo Cars and truckmakers Scania and Volvo. The alliance "will assess the risks posed by the top raw materials (such as mica, cobalt, rubber and leather) in the automotive sector," said Stefan Crets of the CSR Europe business network. "This will allow Drive Sustainability to identify the most impactful activities to pursue" to address issues within the supply chain.Reporting by Andreas Cremer.Related Video: Image Credit: Michael Robinson Chavez/The Washington Post via Getty Images Green BMW Ford Honda Jaguar Land Rover Mercedes-Benz Automakers Toyota Volkswagen Volvo Green Automakers Green Culture Electric Scania ethics mining