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2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.

2014 BMW 320i

When BMW switched its entry level 3 Series, the 328i, from a naturally aspirated, 3.0-liter six-cylinder to a turbocharged, 2.0-liter four-cylinder, we weren't entirely sure what to think. Sure, from a pure numbers perspective, the new 2.0-liter cooked the old 3.0's goose, delivering more torque at far more accessible engine speeds while boosting horsepower and fuel economy.
While we miss that revvy six-pot, the numbers for the 2.0 were just way too good to pass up. Then we received news of an even less-powerful 2.0-liter 3 Series - the 320i. This was interesting, as it saw BMW delving into a power level previously owned solely by the anemic Lexus IS 250 and its six-cylinder engine.
Could BMW make a sub-200-horsepower sedan that still drove the way we expected a 3 Series to drive? To find out, we borrowed the new 320i for a week of testing.

BMW joins the early holiday advertising fray with three new ads

October 31 is no longer known as Halloween, or All Saints' Eve or even as that day when all children simultaneously develop huge cavities. It's now known as the day before Christmas/holiday advertising begins. Seriously, as of November 1, it seems like companies across the country and from every industry have declared open season on holiday ad campaigns. It's all premature enough that we're already feeling our inner Grinch showing, but at least some of the ads are better done than others.
Among them are new spots from BMW, which has arrived with this mini-campaign of three 30-second, Christmas-themed spots. There's a cameo from Santa Claus, who's at the helm of a sleek M6 Gran Coupe in one spot, while a 3 Series Gran Coupe slices through a slalom of Christmas trees in another. The final spot, called "Road Home", doesn't focus so much on the brand's "Ultimate Driving Machines," as it does the trip home for the holidays.
We've embedded all three videos below, so take a look and then let us know what you think of this seemingly perpetual holiday marketing calendar creep - and the BMW ads in particular - in Comments.