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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.

Porsche confirms four-cylinder Macan for New York

There aren't a lot of problems with the Porsche Macan. It's clean, handsome, and very, very nice to drive. But it's expensive, starting at $55,450, and thirsty, at 17 miles per gallon in the city and 23 on the highway. To improve on both of these, Porsche is adding a 2.0-liter, turbocharged, four-cylinder Macan to the lineup. The new engine moves the compact CUV downmarket on both power and price fronts. In the Macan, the 2.0-liter pumps out 252 horsepower, 273 pound-feet of torque, and compared to old base model, cuts the curb weight from 4,112 pounds to 3,902 pounds. Combined with a seven-speed PDK and a standard all-wheel-drive system, the new base level CUV will hit 60 miles per hour in just 6.1 seconds. You still have to suspend logic when buying a Macan, though. At just 20 mpg in the city and 25 mpg on the highway, it's scarcely more efficient than the 340-hp S model. Admittedly, the Macan's competitors all eke out substantially better fuel economy, but each of these vehicles does so with less power than Porsche's new base Macan – the BMW X3 has 240 ponies, the Mercedes GLC has 241, and the Audi Q5 just 220. But they also do it for a lot less money. The new Macan starts at $48,550, including a $1,050 destination charge. That's $6,900 less than the Macan S, but it's still around $7,000 more than the all-wheel-drive versions of the aforementioned cars. And yes, that chasm is almost certainly going to widen after digging into Porsche's options catalog. Still, this is an intelligent and overdue move for Porsche here in the US (the four-pot Macan has been on sale in Europe for years). It opens up the Macan to a far wider swath of customers, not unlike what the V6 model does for the Cayenne. Look for more on Stuttgart's new entry level CUV in a few weeks, when it makes its big debut in the Big Apple. Related Video: PORSCHE ANNOUNCES NEW YORK AUTO SHOW LINE-UP North American debut of Porsche 911 R, 718 Boxster, and Macan Atlanta, Georgia. The New York International Auto Show will be host to three North American debuts for Porsche this year. The 911 R and the 718 Boxster both represent the latest interpretation of driving pleasure and dynamics in their respective segments. The 911 R is a pure, uncompromised driving machine with a naturally-aspirated, 500 horsepower engine mounted in the rear. The 718 Boxster features extensive chassis enhancements and an all-new turbocharged, mid-mounted flat-four cylinder engine.

Hyundai, Porsche top J.D. Power APEAL study

Just as they did in the Initial Quality Study, Porsche and Hyundai have taken the premium and non-premium crown, respectively, for the 2014 J.D. Power APEAL study. This is the tenth consecutive year for that Porsche has been rated the best premium make in the APEAL study, which attempts to figure out how pleased owners are with their purchases. For 2014, it asked 86,000 owners of MY2014 cars to rate their vehicles in 77 different categories 90 days after their initial purchase. The resulting figures were plugged in deliver the APEAL score, which is rated on a 1,000-point scale. The industry average sits at 794 points for 2014, although that's a one-percent decline over last year's rating. In this year's study, premium brands averaged 840 out of 1,000, while non-premium makes average 785. For their part, Porsche netted an impressive 882 points, while Hyundai earned an 804. Interestingly, only four non-premium brands (Hyundai, Ram, Volkswagen and Mini) finished above the industry average for 2014. It's also interesting to see the clear delineation between premium and non-premium brands, with an eight-point gap between the non-premium champ, Hyundai, and the lowest-rated premium brand, Volvo. Porsche and Hyundai weren't the only automakers to take home recognition. Dodge managed to tie Porsche for the most segment awards, with three. The Challenger, Charger and Dart all topped their market. There were a number of two-segment winners, as well, with Audi, Ford, Mercedes-Benz and Nissan capturing a pair of segments each. Scroll down for the full press release from JD Power on this year's winners. Automakers Struggle to Impress Owners with Increased Usefulness of In-Vehicle Technologies And Features on All-New and Redesigned Models Dodge and Porsche Each Receive Three Segment-Level Awards; Audi, Ford, Mercedes-Benz and Nissan Each Receive Two WESTLAKE VILLAGE, Calif.: 23 July 2014 - Although manufacturers are putting more and more technologies and functionality in their new and redesigned models, satisfaction with these features is not significantly higher among owners of those models than among owners of carryover models, according to the J.D. Power 2014 U.S. Automotive Performance, Execution and Layout (APEAL) StudySM released today. The APEAL Study, now in its 19th year, serves as the industry benchmark for new-vehicle appeal. Owners evaluate their vehicle across 77 attributes, which combine into an overall APEAL score that is measured on a 1,000-point scale.