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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.

2016 Chevrolet Volt First Drive

There's a hit vehicle hiding in GM's formula for the Chevy Volt. You can sense it in the enthusiasm that current Volt drivers have for their cars. You can see it in the amount of money GM has poured into its extended-range electric vehicle project. And perhaps most importantly, you can feel it from the driver's seat of the new, second-gen model. The big question is whether or not GM will be able to turn its much-hyped 'halo car' into a best-seller this time around. After driving it in northern California, I can tell you that the Volt is tremendous. But we all know it takes more than that to create a hit. GM has so far sold over 82,000 Volts in the US. That's respectable, but in the early, glory days before the car launched, company representatives were talking about much more impressive numbers. With a few years to talk to customers and potential prospects, GM has learned a lot about what makes someone buy a Volt. For the 2016 model, Chevy has changed just about everything for the better. The new Volt has more all-electric range (53 miles vs. 38 in the first generation), is more fuel efficient whether you're looking at the overall value (106 combined MPGe vs. 98) or just when the car burns gas (42 miles per gallon vs. 37). All of that means that the car's overall range is bumped up to 420 miles, from 380. The battery is smaller and lighter while offering more energy capacity. The range-extending gas engine is bigger (1.5 liters vs. 1.4) but it's also more efficient and can burn regular gasoline instead of just premium. The Volt's overall range is bumped up to 420 miles, from 380. The cost is lower, too: $33,995 vs. $34,170, before incentives. This is a car that GM thinks will compete against the Toyota Priuses and Nissan Leafs of the world (as its new ads make abundantly clear). All three cars have completely different powertrains, but we all know that they're the headline green cars of our time (along with Tesla), so buyers will have to want to pony up a bit more money if they like what the Volt is offering. The 2016 Leaf with its 107-mile range starts at $37,640 (before incentives), while a 2015 Prius can be had for $25,035 (pricing for the 2016 has not yet been announced). So, on paper, the new Volt is an all-around winner. I'm here to tell you that it wins on the road, too. You can't help but notice the changes. They are literally front and center.

Nissan Leaf ends 2013 with best sales month ever, but can't catch Chevy Volt

Nissan and Chevrolet both ended 2013 with solid sales figures for their plug-in vehicles, the first two that were released (all the way back at the end of 2010) from major automakers. As has been the story for most of 2013, December sales for the Nissan Leaf and the Chevy Volt were roughly the same. When we left the year-to-date running tally at the end of November, the Volt was at 20,702, while the Leaf was at 20,080. As you can tell from the image above (if you've been noticing the trend in these EV sales monthly flash-reports), the Leaf outsold the Volt, but was it enough to put the Nissan on top for the year? In 2013, Nissan sold 22,610 Leafs, more than twice as many as in 2012. Almost. The Leaf made a valiant attempt, and did have its best month ever with 2,529 units sold. That means that for 2013, Nissan moved a total of 22,610 Leafs, more than twice as many as in 2012 (that year, Nissan sold only 9,819 Leafs in the US) and actually more than 2012 and 2011 Leaf sales combined (which was 19,493). Nissan continues to see the effects of its price drop and expanded sales areas, with Georgia rapidly becoming a Leaf hotbed. Nissan's Paige Presley said that Atlanta was once again the Leaf's number one market and that, "sales are expanding deeper into Georgia markets such as Macon and Columbus." The Volt saw a boost upwards from a November slump and sold 2,392 units in December. That puts the plug-in hybrid's annual total at 23,094, just down from the 23,461 sold in 2012. For all of 2013, though, the Volt outsold the Leaf by 484 vehicles. In a competition like this, we'll count that as a win for both sides. We will our more detailed monthly green car sales report, which covers more of the fuel efficient vehicles on the market, up soon. News Source: GM, Nissan Green Chevrolet Nissan Electric Hybrid PHEV ev sales hybrid sales