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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's dismal 2019: Where does Japan's struggling brand go from here?

Auto sales have gradually slowed from their peak during the boom years that followed the global recession, but Nissan's rapid decline stood out even in a year when few high-volume manufacturers had much to be excited about.  Of the "Japanese 3," Nissan's 2019 performance was by far the most troubling. Through November, when the company last posted its global sales figures, its volumes were down 8 percent compared to 2019. Here in the United States, its full-year numbers were down 9.9% in an industry that slid just a hair more than 2 percent overall.  Meanwhile, Honda managed a slight increase in U.S. sales (0.2%) and Toyota, much like the industry in general, finished the year down approximately 2%. Like Nissan, Honda and Toyota have remained committed to cars — including compact and midsize sedans — and have a comprehensive portfolio of offerings in the key SUV and crossover segments.   On paper, Nissan's lineup checks all the right boxes. From the subcompact Kicks up to the Armada, it has something for sale in virtually every possible nook and cranny of the people-mover segment, but almost all of these trucks (and trucklets) took a beating in 2019. Only the baby Kicks managed to improve on its 2018 sales, which isn't saying a whole lot, considering it was barely sold in 2018 to begin with.  In fact, the bonus volume contributed by Kicks helps obscure just how poorly some of Nissan's key offerings performed last year. Combined Rogue and Rogue Sport sales slid 15%; Murano was down more than 18%; the Pathfinder and Armada managed to pace the general industry, dropping 2.8 and 1.9%, respectively, but the astute reader will note at this point that we've yet to single out any bright spots. The news was even worse on the truck side. Frontier was down 9.1%. Titan? Down 37.5%. Crossovers and SUVs are selling. Trucks, even from import brands, are also selling. Toyota's mid-size Tacoma was up in 2019; both it and the full-size Tundra still more than tripled the volume of their Nissan competitors. Further muddying the waters, Honda managed its year-over-year volume increase without selling a full-sized pickup at all.  What, then, is Nissan's problem? To borrow an oft-used phrase, "It's the product, stupid." The most striking evidence of this issue is the Rogue, which competes in the compact crossover segment — a collection of vehicles that essentially sell themselves.

Meet the Greenest and Meanest vehicles of 2016

If you've been keeping track, you won't be surprised with the number one entry in this year's list of greenest cars from the American Council for an Energy-Efficient Economy (ACEEE). In fact, the top three spots on the 2016 list are all the same as they were in 2015. After that, things get interesting. For one thing, this is the first Greenest list that doesn't have any purely internal combustion engine powertrain on it. Hybrids, yes, but if you want to be one of the top 12 greenest cars this year, you'd better have some sort of electric angle. ACEEE says that the conventional, gas-powered Smart Fortwo and Chevrolet Spark just missed the cut. In a statement, ACEEE lead vehicle analyst Shruti Vaidyanathan said, "The 2016 scores are in, and plug-in electric vehicles are outpacing all other vehicle offerings in terms of environmental friendliness." Like last year, one of the noticeable vehicles missing from the green list is the Tesla Model S. One reason? ACEEE takes curb weight into account (lighter is better), and the Model S is a heavy beast. The ACEEE doesn't just look at the clean side of the ledger. It also puts out a "meanest" list. These are the vehicles that pollute the most, not only from their tailpipes, but also any pollution created during the entire manufacturing process, from mining the raw materials to the energy used to produce the vehicle at the factory. The entire list, from greenest to meanest, is done using a "cradle to grave" analysis. You can see how the ACEEE determines its rankings here, explore the entire greenest cars site here, or click through our galleries to see which vehicles are extra green (above) or extra mean (below) this year. 12: Mercedes-Benz GL550 4MATIC View 12 Photos More Electric Cars than Ever on Greenest Vehicles List Electric Vehicles Nab 9 out of Top 12 Spots in ACEEE's Environmental Vehicle Rankings Washington, DC: Despite a tumultuous year for the automotive industry, manufacturers have continued to offer exciting technology options for a growing vehicle market. Today at greenercars.org, the American Council for an Energy-Efficient Economy (ACEEE) released its 19th annual comprehensive environmental ratings for vehicles. The following vehicles comprise the Greenest List for 2016: Greenest Score 1. Mercedes-Benz Smart ForTwo Electric Drive Convertible / Coupe 63 2. Chevrolet Spark EV 63 3. Fiat 500E 62 4. Toyota Prius Eco 61 5. Volkswagen E-Golf 61 6. Nissan Leaf S / Leaf SV 61 7. Kia Soul Electric 59 8.