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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.

Consumer Reports says Toyota, Ford, Honda and Chevy are big winners in brand perception survey

According to Consumer Reports, the automotive brands that stand out in the minds of car buyers are, in order: Toyota, Ford, Honda and Chevrolet. This news comes after the magazine polled its readers, asking them to take into account vehicle quality, safety, performance, value, fuel economy, design/style, and technology/innovation - which are the factors that car shoppers are most influenced by.
It's important to note that this award is only about perception. In other words, it's perceived quality, not actual quality. "Often, perception can be a trailing indicator, reflecting years of good or bad performance in a category, and it can also be influenced by headlines in the media," said Jeff Bartlett, Consumer Reports deputy automotive editor.
The brand that made the biggest jump in perception amongst Consumer Reports readers is Tesla, which posted an impressive 47-point gain to finish in fifth place. Subaru is also notable for finishing in the top 10, despite being one of the smaller manufacturers doing business in the US. Scroll down below for all the details from Consumer Reports, if you're so inclined.

Subaru Ascent three-row SUV set for 2018 launch

Subaru revealed a three-row SUV concept Wednesday at the New York Auto Show in a surprise move that signals its return to the large utility segment in 2018. Called the Ascent concept, the show car had a turbocharged boxer 2.4-liter four-cylinder engine and will be revealed in production trim next fall at the Los Angeles Auto Show. The Ascent will be built in Lafayette, Ind., and is exclusive to the North American market. It will have room for up to eight passengers, offer all-wheel drive, and will be based on a modified version of Subaru's latest global platform. A hybrid is possible on those underpinnings, but a Subaru spokesman wouldn't comment on that prospect. Subaru has not had a three-row ute since the Tribeca was killed off in 2014. View 17 Photos With Volkswagen adding the Atlas and existing SUV makers like Ford, Chevrolet, Toyota, Honda, and others all putting greater emphasis on the large utility segment, Subaru felt compelled to respond. The company also expects the Millennial generation to make up a significant portion of Ascent buyers. "This is a product that allows that generation that grew up liking Subaru to stay with us," Subaru of America president Tom Doll said at the show. The Ascent concept's styling cues have evolved from the previous Visiv-7 concept and offer a better look at what the production model will look like. The Ascent concept measures 198.8 inches long, 78.3 inches wide and 72.4 inches tall. The wheelbase is 117 inches - signaling Subaru is serious about competing with large SUV producers. Subaru is spending $140 million and adding more 1,200 jobs at Lafayette to support the Ascent and bolster its US manufacturing footprint. Related Video: