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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.

Kia leads J.D. Power's Vehicle Dependability Study for 2022

For the first year ever, Kia leads J.D. Power's annual Vehicle Dependability Study with a score of 145 problems per 100 vehicles. Buick (147) and Hyundai (148) round out the top three. The highest premium brand on the list is Genesis, with a score of 148. It's common for so-called "mass market" brands to lead this particular study, according to J.D. Power, as "premium" brands "typically incorporate more technology in their vehicles, which increases the likelihood for problems to occur" and aren't necessarily built to a higher standard that less-expensive brands. The highest-rated single nameplate is the Porsche 911. It's the third time out of the past four years and the second year in a row that Porsche's quintessential sports car has taken top honors. Porsche as a brand sits in seventh place (162) just behind Lexus (159) and ahead of Dodge (166). At the very bottom of the list is Land Rover with a dismal score of 284; the SUV specialist held the same unfortunate distinction on last year's list. Ram (266), Volvo (256), Alfa Romeo (245) and Acura (244) also performed poorly. The overall industry average score sits at 192 — mass market brands average a score of 190 while premium brands sit 14 points lower at 204. While Tesla is unofficially included in some of J.D. Power's results, the agency says the sample size it has access to for this study is too small to include. As has been the case for the past several years, infotainment systems dominate the list of problems reported by owners. Popular (or unpopular, depending on your point of view) complaints include built-in voice recognition (8.3 PP100), Android Auto/Apple CarPlay connectivity (5.4 PP100), built-in Bluetooth system (4.5 PP100), not enough power plugs/USB ports (4.2 PP100), navigation systems difficult to understand/use (3.7 PP100), touchscreen/display screen (3.6 PP100), and navigation system inaccurate/outdated map (3.6 PP100). While problems with the car's infotainment and technology packages are indeed bothersome, it's important to remember that such issues aren't usually leaving owners stranded with an immovable vehicle like a broken transmission or blown engine would. Culling infotainment complaints from the results would reduce the average problem-per-100-vehicle score by a staggering 51.9 points. The vehicles included in this study are from the 2019 model year. That means owners have had three years to get to know their cars and trucks. It's the 33rd year that J.D.

FCA's U.S. sales chief sues company for wrongful retaliation

Some fresh controversy is brewing at Fiat Chrysler Automobiles as The Detroit News reports that the head of U.S. sales has filed a federal whistleblower lawsuit against the company.. Reid Bigland, who's also in charge of the Ram truck brand, alleges that FCA made him a scapegoat for wrongful sales inflation practices and fixing vehicle sales statistics, which are currently under investigation by federal agents. Bigland claims that FCA executives punished him for cooperating with the federal investigators in the case by cutting his pay by more than 90 percent, according to the lawsuit he filed. The plan apparently was to use the money saved to pay for fines following any settlements made with the Securities and Exchange Commission. So far, the lawsuit alleges that FCA cost Bigland over $1.8 million in income. "They had the largest growth in retail sales in 17 years last year and refuses to pay him," Deborah Gordon, Bigland's lawyer in the case, said to The Detroit News. "Why is that? Because he participated in the SEC investigation and they don't like what he said." Bigland claims he just cooperated with the SEC investigation by testifying about FCA's sales reporting, from the time he took the position to the period prior to being appointed the company's U.S. sales chief. "In late 2018, presumably as a way to wrap up their investigation with some result, the SEC suggested to plaintiff that he admit to some wrongdoing as to defendants' monthly sales reporting," Gordon further said in a statement as part of the lawsuit. "The SEC also suggested a resolution involving some penalty to FCA. Because (Bigland) had not engaged in any wrongdoing, and there was no wrongdoing, he declined to do so." However, exacerbating the issue is the fact that Bigland reportedly sold his shares in the company last year, prompting FCA to act against him even more. FCA came under fire recently by federal agents in at least two separate investigations, potentially exposing conspiracy and corruption between company executives and private entities. The investigations are being led independently by the U.S. Attorney's Office and the FBI. So far, eight convictions were reportedly secured, with one including former Fiat Chrysler Automobiles Vice President Alphons Iacobelli, as one of the defendants. Iacobelli was one of the former top labor-relations executives for the automaker.