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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.

FCA axes Dodge Journey and Grand Caravan for 2021

FCA confirmed this week that Dodge will end production of both the Grand Caravan and the Journey after the 2020 model year, leaving the brand without a front-wheel drive crossover for the first time since 2008, and without a minivan for the first time in nearly four decades.  "The year was 1983. Ronald Reagan was President of the United States of America. Lech Walesa was the Nobel Peace Prize Laureate. The Internet was created, and the first mobile phones were introduced to the public. U.S. astronauts completed the first space shuttle spacewalk; Michael Jackson performed the 'moonwalk.' The Baltimore Orioles won the World Series ... and Chrysler hit a home run with the introduction of the first minivan," FCA (then Chrysler LLC) said when it celebrated the minivan's 25th anniversary in 2008.  1984 Dodge Caravan View 9 Photos Since that anniversary, the Dodge variant of FCA's minivan has changed very little. It has received interior and powertrain improvements, including the introduction of the 3.6-liter "Pentastar" V6 in 2011, but its fundamental architecture has remained constant. The lack of attention it received came to light in 2019, when the outdated powertrain disqualified it from new-car sales eligibility in California.  The prior 25 years notwithstanding, the story of the Dodge Journey is somewhat similar. Introduced in 2008 as a 2009 model, it was praised as one of Chrysler's better, more modern offerings when it hit dealerships. Like the Grand Caravan, it later benefited from an interior overhaul and the introduction of the 3.6-liter V6, but its bones remained unchanged for the duration. This lack of attention showed, as the Journey slipped from borderline-competitive to also-ran.  2010 Dodge Journey R/T View 3 Photos The discontinuation of the Grand Caravan and Journey eliminates 40% of the Dodge lineup. The two models represent more than 38% of the brand's sales volume so far in 2020. For 2021, only the Charger, Challenger and Durango will remain. Minivan buyers will still have options at Chrysler, which offers several variants of the Pacifica, including the new Voyager, which is a stripped-down model aimed at budget-conscious buyers who would previously have been drawn to the bare-bones Dodge.  With this latest round of downsizing, Dodge will join Ram, Chrysler, Fiat and Alfa Romeo in the ranks of FCA brands offering four or fewer models; only Jeep will offer more.  Related Video:

Stellantis is open to putting a gas engine in its EVs to meet demand

With the EV segment caught in a tug-of-war between market demand and government regulations, carmakers are having to adapt to avoid losing both money and sales. Stellantis is keeping every option on the table, including putting a gasoline engine in its electric models. Natalie Knight, the chief financial officer for Stellantis, made the announcement while presenting the carmaker's first-quarter shipment and revenues results. She cited the Jeep Wagoneer S as an example: Unveiled in January 2024, it will go on sale with an electric powertrain, but the brand hasn't ruled out expanding the lineup with a gasoline-powered model later on, according to Wards Auto. It could be a hybrid, or it might not get any type of electrification. The call will depend on whether there is "a clear demand for that in the market," the executive said. Compare that with comments from new Jeep CEO Antonio Filosa, who has said hybridizing the Wagoneer S isn't in the cards — but making a PHEV version of the all-electric upcoming Recon, however, might be. "I don't want to ignore the fact that we want to stay close to the consumer, and if we see there's an opportunity with those models that we introduced as BEVs first, we'll look into that," Knight said. Stellantis plans to launch 25 new models globally in 2024, and 18 of those will go on sale with electric power. However, that doesn't necessarily mean they'll remain electric-only throughout their production run. The brands that live under the Stellantis umbrella can build a gasoline-powered version of an EV with relative ease because many of the cars in the group's portfolio ride on a multi-energy platform. For example, the new Dodge Charger (pictured) will go on sale with an electric drivetrain later in 2024, but the range will grow with the addition of a 3.0-liter straight-six in 2025. Across the pond, the Jeep Avenger (a small, hatchback-like crossover not designed with our market in mind) was hyped as an all-electric model when it made its debut in 2023, but it quietly gained a gasoline-electric hybrid drivetrain in early 2024. The city-friendly Peugeot 208 is offered with piston or battery power, too. One of the next electric recipients of a gasoline engine might be the new-to-us Fiat 500e. The retro-styled hatchback has exclusively been available as an EV since it went on sale in Europe in 2020, but executives are reportedly looking at turning it into a hybrid due to slow sales.