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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.

Nissan Sentra crash rating improves, now Top Safety Pick [w/video]

After a poor showing in the hands of the Insurance Institute of Highway Safety back in 2013, Nissan is back for another round of crash testing with its 2015 Sentra, and it's walking away with a Top Safety Pick. The compact sedan's small overlap front crash test rating improved from "poor" to "good", owing to internal improvements to the A-pillar, door sill and front structure, IIHS said in a statement. The dummy, in this most recent test, was at a low risk of injuries because of the structural changes. Take a look at video of the Sentra's small overlap crash test, available up top, and the official press release down below. 2015 Nissan Sentra earns TOP SAFETY PICK award ARLINGTON, Va. - The 2015 Nissan Sentra has improved from a poor to good rating in the Insurance Institute for Highway Safety's small overlap front crash test, qualifying for the TOP SAFETY PICK award. The small car's front structure, A-pillar and door sill were modified to reduce intrusion in small overlap crashes. In addition, the side curtain airbag was lengthened to protect the driver's head. In the latest test, the driver space was maintained well, with maximum intrusion of less than 5 inches at the lower door hinge pillar. The dummy's movement was well-controlled. The head hit the front airbag and stayed there until rebound, while the side curtain airbag had enough forward coverage to protect the head from contact with side structure and outside objects. Measures taken from the dummy indicate a low risk of injuries in a crash of this severity. In contrast, the 2013-14 Sentra didn't hold up as well in the test. Intrusion measured as much as 13 inches at the lower hinge pillar. The dummy's head slid off the left side of the frontal airbag, and the side curtain airbag didn't offer adequate coverage. Measures from the dummy indicated that injuries to the left leg would be possible in a crash of this severity. Introduced in 2012, the small overlap test replicates what happens when the front corner of a vehicle collides with another vehicle or an object such as a tree or a utility pole. The Sentra's good ratings in the moderate overlap front, side, roof strength and head restraint tests carry over to the 2015 model year. To qualify for the 2015 TOP SAFETY PICK award, a vehicle must have good ratings in those four tests and a good or acceptable rating in the small overlap test. Related Video:

Renault COO Tavares dreams of running GM or Ford

What do you do if you're in a job with no upward mobility? Admittedly, most of us just stick it out while secretly hoping our boss is sacked for all those paperclips he's been swiping, netting us a nice, shiny promotion. Then again, most of us aren't the number two at Renault, like Carlos Tavares.
Tavares is the right-hand man to Renault CEO, Carlos Ghosn, and like a lot of us, he's ready for another challenge. As Ghosn is only 59 years old and doesn't have a boss to fire him for paperclip theft, though, it's pretty unlikely that he'll be going anywhere anytime soon. Tavares doesn't seem too concerned, based on an interview he gave to Automotive News. "We have a big leader and he is here to stay," Tavares told AN.
What's surprising is where Tavares wants to go, "Why not GM? I would be honored to lead a company like GM." The Renault exec also mentioned Ford, and as AN points out, both organizations make a lot of sense. Both are led by CEOs that are approaching or are already past retirement age, and should be looking for dedicated replacements in the not-so-distant future. That doesn't mean Tavares is a shoe-in, though.