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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.

2017 Frankfurt Motor Show | Observations on the Ferrari Portofino, Honda Urban EV and more

Related: We obsessively covered the Frankfurt Motor Show — here's our complete coverage The 2017 Frankfurt Motor Show kicked off the fall reveal season with an impressive array of powerful cars blended with forward-looking concepts. It's a seminal period for automakers, who find themselves at the intersection of disruption and opportunity. With that in mind, here are four takeaways from Frankfurt. The transformation of the curvy yet overbaked Ferrari California T into the Portofino is complete, and its coming-out party in Frankfurt served notice that Ferrari's entry-level sports car is much more formidable. There was nothing wrong with the California (and later the California T), but the Portofino features a cleaner look with stronger lines and an elegant resemblance to the rest of the Ferrari family. The California name is a good one. Used on a number of memorable cars in the 1950s and '60s, it's steeped in tradition, and certainly Ferrari will dust it off again. But switching to Portofino, the name of a scenic town in Italy, is a nice way to change the conversation and generate fresh interest in this part of the Ferrari portfolio. Man, people are stoked over the Honda Urban EV concept. Why? I assume it's the retro look that harks back to early Civics, and the lack of information about the concept itself. What people don't know, they're imagining. Honda hasn't even confirmed the range, the car is very small, and it likely won't be sold in the United States. With this dearth of facts, enthusiasts are filling in their own blanks. I guess that's OK. Count me among the intrigued. When I saw pictures of this thing early Tuesday morning, I was pretty excited, too. We do know Honda is expanding its electric strategy, and two-thirds of its new vehicles sold around the world will have some form of electrification by 2030. The Urban EV launches in Europe in 2019, and a hybrid CR-V rolls out in Europe next year. Unconfirmed for the U.S. market, it seems like a no-brainer to bring that version of the CR-V here. The electrification and autonomous tech parade of concepts continues. You gotta be there. It's the cost of doing business in the modern automotive landscape. This technology takes years to develop and launch, so the next best thing to remind the world you're trying to be cutting-edge is to show off lots of fancy concepts. Frankfurt had plenty. A couple standouts: The BMW I Vision Dynamics and Audi's Elaine and Aicon.

BMW is the US auto industry's leading exporter

Which automaker do you think ships the most cars out of North America, one of the Detroit Three or perhaps one of the Japanese automakers? Nope. It turns out the BMW's Spartanburg, SC, factory is the biggest automotive exporter from the continent in the United States. According to a recent profile by Bloomberg looking at the plant's 20th anniversary, Bimmer's southern ops sends out more vehicles than all of Michigan combined.
When the Spartanburg factory opened up in 1994, its success was hardly assured, largely because of South Carolina's relatively small economy at the time. However, BMW picked the site because of its proximity to East Coast shipping that made it easier to move engines and transmission in from Germany and export vehicles back to Europe, according to Bloomberg. The Bavarians clearly made the right choice.
Today, the plant has developed into an absolute powerhouse. The factory currently assembles the X3, X4, X5 and X6 and exports about 70 percent of the vehicles built there. Things are only getting better. BMW is investing $1 billion through 2016 to boost annual production from the current 300,000 units up to 450,000 and to build a new flagship crossover called X7. The expansion also adds a further 800 jobs there to take total employment up to about 8,800. Including the latest financing, BMW has put over $7.3 billion into the factory since it opened, notes Bloomberg.