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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.

Smaller Cars Endure Big Problems On Crash Test

In a crash test of 11 of the smallest cars on the market, only one vehicle received an acceptable rating. The rest received marginal or poor ratings in the study, providing evidence that supports a widely held notion that smaller cars are among the least safe on the road. No other vehicle group has performed as poorly on a new crash test than these mini cars, says the Insurance Institute for Highway Safety, the nonprofit group that conducted the testing. The latest results of which were released Wednesday. The Chevrolet Spark was the only car earning an overall "acceptable" rating on the small-front overlap test, and even that vehicle had its shortcomings, IIHS said. "Small lightweight vehicles have an inherent safety disadvantage," said Joe Nolan, the senior vice president for vehicle research at IIHS. "That's why it's even more important to choose one with the best occupant protection. Unfortunately, as a group, minicars aren't performing as well as other vehicle categories." The Mazda2, Kia Rio, Toyota Yaris and certain Ford Fiesta models all received "marginal" overall grades on the test, while the Mitsubishi Mirage, Nissan Versa, Toyota Prius C, Hyundai Accent, Fiat 500 and Honda Fit all earned "poor" ratings. Results from these sub-compact cars fare much worse than vehicles sized just a little bit bigger, IIHS said. Among 17 cars evaluated in the small category, five earned "good" ratings and five more earned "acceptable." Only introduced a year ago, the small-front overlap test has quickly become a key indicator of differences in automotive safety. IIHS introduced it as a way to replicate what happens when the front corner of a vehicle collides with a tree or utility pole at 40 miles per hour. In the real world, these sorts of accidents are more dangerous than others, in part because they bypass the front-end crush zones on most cars. TOP 5Most Researched Sedans 2013 Honda Accord MSRP : $21,680 2013 Hyundai Sonata MSRP : $20,895 2013 Nissan Altima MSRP : $21,760 2014 Honda Accord MSRP : $21,955 2013 Toyota Corolla MSRP : $16,230 Automakers have been rushing to make design changes to the front ends of their cars. Without a grade of acceptable or better, they cannot qualify for the IIHS' overall Top Safety Pick+ honor, given annually to the safest models on the market.

Why 2015 is going to be a huge year for trucks

Nissan chief executive Carlos Ghosn took center stage to introduce the 2016 Titan last week at the Detroit Auto Show. He spoke of the truck's new features, impressive Cummins V8 diesel engine and the extensive amount of time and money required to build a modern, competitive pickup truck. "We have done all of this because we see opportunity – an opportunity in the unmet needs of today's American truck customers," Ghosn said. He was speaking about the Titan, but his thoughts echo the industry's mindset: When it comes to trucks, find an opportunity and attack. Even with CAFE regulations looming and fickle consumer preferences, investing in trucks is a no-brainer for automakers. Some consumers will always need a truck for their job or lifestyle. And some people will always want one, whether they need it or not. With that in mind, here are four reasons why the pickup-truck sector is more important than ever and poised for growth in 2015. View 24 Photos The Nissan Titan Is Back Okay, it never left, but the Titan hadn't been redesigned since its launch in 2003, and Nissan sold more NV200s than Titans in 2014. It's an understatement to say the truck was languishing. That all changes with the 2016 model. The Titan will come in two variants, a traditional fullsize competitor and the Titan XD. The XD will lead the market launch, and it arrives late this year. It's pitched as a "whitespace" offering, Nissan sales and marketing vice president Fred Diaz said. The idea is to offer something in the general size and price range of a fullsize truck, but also have some of the capability of a heavy-duty truck. The XD uses a fully boxed ladder frame, the chassis design from Nissan's commercial division, and the wheelbase is about 20 inches longer than other Titan models. The XD, which Nissan is calling the flagship of the line, will be the only model with the 5.0-liter Cummins turbodiesel V8. It produces 310 horsepower and 555 pound-feet of torque, while being able to tow 12,000 pounds. V6 and V8 gasoline models will also be offered on the Titan XD and the standard, non-XD model. When production ramps up, the Titan will be sold with several cabs, beds and trims. New features include trailer sway control, an integrated trailer brake controller, more storage options in the cabin and even laminated front and rear side glass to reduce outside noise. All of this has given Nissan fresh confidence in an area where it admittedly has been lacking. "We can compete," Diaz told Autoblog.