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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.

Weekly Recap: Autonomous driving goes commercial in Nevada

Nevada granted Daimler Trucks North America the first license to run an autonomous commercial vehicle on public roads in the United States Tuesday, marking another milestone in the technology's rapid advancement. Gov. Brian Sandoval and Daimler truck chief Wolfgang Bernhard promptly used the license to lap Highway 15 near Las Vegas in a newly revealed Freightliner Inspiration Truck. It was a clear signal that autonomous driving is big-rig reality, though it's still a long way from widespread use. Nevada certified two of Daimler's Freightliner Inspiration Trucks, which use the company's Highway Pilot system with a stereo camera, radar, and lane-keeping collision-prevention features to regulate the brakes and steering. The radar component has a long-range sensor that can cover 820 feet at an 18-degree angle and a shorter-range unit that stretches 230 feet at a 130-degree angle. The Inspiration trucks are based on the existing Freightliner Cascadia Evolution model used on US roads. In addition to the autonomous technologies, it also has futuristic design cues, including blue lighting in the front and a new hood and grille. While there are only two Freightliner Inspiration trucks in existence, Daimler expects to bring the Highway Pilot system into mass-produced big rigs by 2025, in time to capitalize on the market's predicted growth. The German truckmaker predicts the global hauling market will triple by 2050, and the United States will be a key part of that growth. Trucks carry 69.1 percent the nation's domestic freight tonnage and hauled 9.7 billion tons of freight in 2013, according to the American Trucking Association. Daimler expects autonomous driving to augment this growth, and perhaps evolve the role of the truck driver. Still, the company points out autonomous tech is not meant to replace drivers, but to assist them and relieve fatigue and monotony on long hauls. The driver has to stay in control for passing, in city traffic, and when hooking up the trailer. The company said autonomous driving also offers the potential for improved fuel economy – tests showed a five-percent gain – and lower maintenance costs. Daimler also said the technology could reduce congestion on the road. Much of this is attributable to the constant flow of traffic, which is aided by autonomous driving. While the benefits are becoming increasingly apparent, autonomous technology is still met with skepticism.

Sunday Drive: Tracking Tokyo's top performers

The big news of the week mostly came from Tokyo. All of Japan's biggest automakers made waves at the Motor Show, but the winner of the event has to be Mazda. The big Vision Coupe and little Kai Concept stole the show, won our hearts, and earned a ton of attention for the automaker. We can't wait to see how these two concepts impact the design, engineering, and technology of future production models. Take a look at our mega image gallery post below to see everything in high-resolution glory. Interestingly, the single biggest click-magnet of the 2017 Tokyo Motor Show was the BMW X2. We shouldn't be surprised. Crossovers of all shapes and sizes dominate the American marketplace, and the X2 is clearly the most attractive of BMW's even-numbered, coupe-influenced X models. Plus, it's headed for production, with sales starting in the spring of 2018. Moving past the Tokyo Motor Show, Autoblog readers are apparently very interested in the 2019 Chevy Camaro. Spy shots of just about every iteration of Chevy's muscle car lit up the 'net last week, leaving us very interested in seeing what's hiding behind all that camouflage. As always, tune in to Autoblog next week for a front-row seat to all the happenings worth following in the automotive industry. 2017 Tokyo Motor Show | Mega Gallery Mazda Vision Coupe | Tokyo Motor Show's big, sensuous 4-door Mazda Kai concept hints at a more muscular, refined Mazda3 2018 BMW X2 crossover revealed, adorned in gold and silver 2019 Chevrolet Camaro: 1LT, SS, ZL1 all spied with updated styling