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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.

Mitsubishi Outlander PHEV sales reach 33,000 worldwide

It can be difficult to see from the US, where the Mitsubishi Outlander Plug-in Hybrid is not yet available, but the all-wheel drive SUV is a big hit in Europe and Japan. In fact, we learned at the Plug In 2014 Conference in San Jose, CA this week that Mitsubishi has sold over 33,000 copies of the PHEV around the world. The breakdown is that Mitsubishi has delivered 15,000 units in Japan and 18,000 in Europe. Fuminori Kojima, Mitsubishi Motors North America's senior manager of incentives, told AutoblogGreen that the country with the highest sales rate in Europe is Holland, with about 6,000 units sold that thanks in part to generous incentives for plug-in hybrids there. The Euro-spec version on hand in San Jose has three regen levels (the normal D mode, plus B1 and B2). We got to take a spin around the block, but the battery was mostly depleted (it was a popular attraction in the Ride & Drive) and so we were driving on gas. In the gallery from Plug In 2014, you'll note that the Outlander PHEV requires at least 95 octane (RON) unleaded fuel, which is 91 octane (AKI) premium fuel in the US. We don't know what the US version will need, but we've heard it will be "completely different." The Outlander has a 12-kWh battery and should have an EV range of around 30 miles. Whether or not it will have a CHAdeMO fast-charging port in the US is still undecided, as is the question of whether it will have a 3.3 or 6.6 kW onboard charger. The timeline Kojima gave for the Outlander's US arrival was October or November of 2015, since the SUV still needs to be tested and homologated for the US, Kojima said, but the real problem is that Mitsubishi can't build enough. "The battery production capacity is limited," he said. "So that's why, [the] first [focus is the] domestic market and Europe showed more demand." As as an example, he mentioned not only the incentives but also said that the charging infrastructure is more built up in Europe. "We'd like to have it [in the US ] as soon as possible, of course," he said. According to numbers from the European group Transport And Environment (see press release and sales chart below), overall plug-in vehicle sales have been doubling each year since the new breed was introduced in 2010. Last year, almost 50,000 plug-in vehicles were sold in the EU, with the Renault Zoe EV, Outlander PHEV and Volvo V60 Plug-in at the top of the pack.

Submit your questions for Autoblog Podcast #317 LIVE!

We record Autoblog Podcast #317 tonight, and you can drop us your questions and comments regarding the rest of the week's news via our Q&A module below. Subscribe to the Autoblog Podcast in iTunes if you haven't already done so, and if you want to take it all in live, tune in to our UStream (audio only) channel at 10:00 PM Eastern tonight.
Discussion Topics for Autoblog Podcast Episode #317
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