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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 Resonance Concept gives glimpse of next Murano

The Nissan Resonance Concept has bowed at the 2013 Detroit Auto Show, giving the world a glimpse at the company's future design direction for crossovers. Specifically, the concept heralds what the next-generation Murano may look like once it touches down. Nissan has already confirmed the successor to the big crossover's throne will be produced in Mississippi for the first time. With a "floating" roof and dynamic head lamp arrays, the Resonance boasts a far more athletic appearance than the snub-nosed current generation. Inside, designers worked up a cockpit aimed at conveying what "the future of first-class space travel might be."
Nissan isn't saying what the upcoming Murano will have under the hood, but the Resonance boasts an all-wheel-drive hybrid powertrain with a small-displacement internal combustion engine and an electric motor. A lithium-ion battery delivers power while a CVT takes care of putting power to the wheels. Take a look at the full press release below for more information.

Nissan's new GT-R boss says next car will go for more volume

Since its introduction in 2008, the Nissan GT-R has seen a steady increase of power and price almost every year, but the big news for the next-gen supercar might be an increase in production. Automotive News recently spoke with newly appointed GT-R chief engineer Kinishi Tanuma who said Nissan needs "more of a volume car." Nissan has sold a little more than 2,000 GT-Rs in the US since 2012 - 1,188 last year and 952 so far this year.
Of course, a key limiting factor in the GT-R's production is its hand-built engine. Currently, only four people are qualified to build the GT-R's twin-turbo V6, but Tanuma says a fifth is in training. Even if production numbers are raised, Nissan also wants to add more quality and value into the GT-R. There is still no word as to what kind of timeframe Nissan is looking to start pumping out more GT-Rs, but with a new Nismo model rumored to be bringing a two-second 0-60 time, demand is sure to be on the rise.