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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.

Recharge Wrap-up: Porsche adds third 919 Hybrid for Le Mans, Audi to heat factory with geothermal

Porsche will be running a third 919 Hybrid LMP1 car in the 2015 24 Hours of Le Mans endurance race. The extra Porsche will race in the six-hour May 2 WEC race at Spa-Francorchamps as a lead-up to the legendary 24-hour race on June 13 and 14. Porsche hasn't announced the driver lineup for the third 919 Hybrid, but drivers will remain the same for the other two cars. Including the third car is meant to help further test performance and efficiency as part of development for future hybrid systems. Read more at Green Car Congress. BMW i Ventures is investing in Zendrive, a driving focused data and analytics company. The cooperation of the two companies is meant to help advance safety and efficiency by making the "in-car mobility experience even smoother by optimizing commuting and driving patterns," according to BMW i's Ulrich Quay. The venture capital arm of BMW's i brand also invests in JustPark, Chargepoint, Life360, Chargemaster and MyCityWay, and says it will have more strategic investment announcements in the coming months. Read more in the press release below. The Audi Hungaria factory in Gyor, Hungary will soon be getting geothermal energy from a nearby plant being constructed in Per. When the facility is finished, Audi expects to source 82,000 megawatt hours of geothermal energy per year from it, or about six percent of its total heating needs. The clean energy helps Audi move "step by step along a path to developing a CO2-neutral production plant," says Audi's Dr. Hubert Waltl. "The mobility of the future must be CO2-neutral – and that applies not only to the use of our vehicles, but also to their production." Read more in the press release below. Supporters have begun a petition drive for the passage of an E15 ordinance in Chicago. Despite pushback from oil companies, the city council is close to passing the "Chicago Clean Air Choice Ordinance," which includes the requirement by retailers to sell the 15-percent ethanol gasoline blend in the city. The ordinance includes an exception for stations selling less than 850,000 gallons of fuel per year. More than 4,000 people have signed the petition so far, with others leaving messages to voice their opinion on the matter in opposition to Big Oil's attempt to block it. Read more at Domestic Fuel. BMW i Ventures announces strategic investment in Zendrive. - Further Increasing safety and security through innovative mobility services. New York City, NY.

The Volkswagen Group switches official language to English

The Volkswagen Group can't be fairly thought of as entirely German anymore, so the news that the company is switching its official language to English to help attract managers and executives is a rational, if surprising, decision. While many VW Group companies are still staidly German in character and culture, consider the other companies that it controls: Bentley (British), Bugatti (French), Ducati and Lamborghini (Italian), Skoda (Czech), Scania trucks (Swedish), and SEAT (Spanish). Not to mention the large Volkswagen Group of America operation, which constructs cars in Chattanooga, TN. Volkswagen's explicit motivation is to improve management recruitment – making sure the company isn't losing out on candidates for important positions because they can't speak German – and that's inherently sensible in a globalized economy. Particularly considering, like it or lump it, that English is the lingua franca of said global economy. It also should make it inherently easier to communicate between its world-wide subsidiaries and coordinate operations. It's hard to say for sure if this will have any impact on the consumer, although it's easy to see the benefits if, say, VW Group hires some American product planners or engineers and they push for features and designs that more closely suit American needs. After all, the US is a hugely important market for any manufacturer, and so the switch to English almost certainly has something to do with the outsized influence of the US in the global economy. And there doesn't seem to be a downside from a purely rational perspective, although it could mean that the Group's corporate culture becomes less German. Whether that's a good or a bad thing depends on your perspective. Related Video: Image Credit: Krisztian Bocsi/Bloomberg via Getty Images Plants/Manufacturing Audi Bentley Bugatti Porsche Volkswagen SEAT Skoda