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Autoblog Minute: New car customer satisfaction down according to latest ACSI report

Customers have spoken and automobile satisfaction is down in 2015. Autoblog's Chris McGraw reports on this edition of Autoblog Minute. Show full video transcript text [00:00:00] Customers have spoken and automobile satisfaction is down in 2015. I'm Chris McGraw and this is your Autoblog Minute. The American Customer Satisfaction Index or ACSI released its updated numbers and according to the survey, new car buyer satisfaction is down for the third straight year. According to an ACSI press release, customer satisfaction with new automobiles has fallen 3.7 percent, to 79 on its 100-point scale. The ACSI report is based on over 4,100 customer surveys collected in the second quarter of 2015 Sitting at the top of the industry in customer satisfaction is Toyota's Lexus brand with a score of 84. Which was good enough to dethrone Mercedes-Benz, which fell 3% to a score of 83. Of the Big Three, Ford was the only domestic automaker to maintain overall customer satisfaction with its score of 81. General Motors slipped 3% to 79 and Fiat Chrysler had a 5% drop, registering a score of 75 out the possible 100. What's driving this trend of customer dissatisfaction? ASCI points to the rise in recalls and car prices. Where do you land on customer satisfaction spectrum? Sound off in the comments with your thoughts on the current state of car ownership and brand quality. For Autoblog, I'm Chris McGraw. Autoblog Minute is a short-form video news series reporting on all things automotive. Each segment offers a quick and clear picture of what's happening in the automotive industry from the perspective of Autoblog's expert editorial staff, auto executives, and industry professionals. Chrysler Fiat Ford GM Lexus Mercedes-Benz Car Buying Ownership Autoblog Minute Videos Original Video

Lincoln Nautilus, Ford Edge latest prediction: Production ends in July 2024

In June, Auto Forecast Solutions put out a report compiled by its vice president of global forecasting, Sam Fiorani. One item in the report covered how Fiorani had heard from "multiple sources" that Ford shut down the program to replace the Edge crossover in 2023. Assuming this came to pass, with the Lincoln Nautilus based on the Edge, the inference is that the Nautilus would retire at or around the same time. Ford's response to media queries about the report was either "No comment" or PR-speak deflection. Lincoln's statement on the matter to Motor1, a crafty non-answer, was, "The Nautilus plays and will continue to play an important role in Lincoln’s growing SUV portfolio which includes the Corsair, Aviator and Navigator. Lincoln is investing in growth segments like SUVs and we have no plans to exit the segment." It's possible Lincoln has no plans to leave the segment, but the Nautilus might, according to a fresh, unsourced report in Ford Authority. The site claims the Nautilus will end production at the Oakville Assembly Plant in Ontario, Canada, in July 2024.  Again, we can't know how much, if any of this, is true. But we're zeroing in on a timeline for the potential end of the Edge and Nautilus in the U.S. Those are the only two products Oakville currently builds, and when the Canadian union Unifor asked Ford about the reports in June, Ford couldn't offer union reps anything concrete or reassuring. The Detroit News quoted Unifor chief Jerry Dias as saying of the automaker, "There is no question, they are going through a major evaluation of their portfolio, based on a whole host of things."   We could be seeing one of the earlier theories for Edge's potential demise coming true. Some analysts suspect Ford could be pruning its crossover lineup because it has too many similarly-sized offerings at the moment, the Edge hasn't met its sales targets in Europe, and more compact crossovers are on the way that could bring better street cred if they're associated with the Bronco or Bronco Sport. Unifor and Ford are now in negotiations over a new contract, so it's possible we'll get more clarity in the next month or so about Ford's plans and what will come of Oakville and its roughly 4,000 workers. If Ford walks away from the assembly plant, it will only have two engine plants left in Canada, and no vehicle assembly north of the border for the first time in about a century.

MyFord Touch getting buttons and knobs back to counter criticisms

Ford deserves credit for being a front-runner in offering advanced infotainment technology with its Sync and MyFord Touch systems, but continued consumer complaints over its confusing touchscreen interface and capacitive controls has made the automaker relent. The Wall Street Journal reports that physical buttons and knobs for controlling tuning and volume will be coming back to Ford vehicles equipped with the controversial infotainment system.
The 2013 F-150 with MyFord Touch gives us a glimpse of what the new layout with buttons and knobs might look like, as Ford says a similar balance of touch screen capability and buttons/knobs are what's being planned for future models. And, while capacitive controls have no fans in the halls of Autoblog, many of Ford's models with MyFord Touch do have a large physical knob for adjusting volume with integrated buttons for tuning and advancing tracks, though most of those are models with the optional upgraded Sony Audio system. Lincoln models with MyLincoln Touch, however, feature only capacitive controls for all stereo and climate functions.
Despite receiving enough complaints to throw buttons and knobs back into the mix (a move that reminds us of BMW's iDrive trajectory, among others), Ford reports that Sync and MyFord Touch have still been sold on 79 percent of its 2013 model year vehicles, a number it claims is double the rate that Honda and Toyota are getting for their infotainment systems. Ford also states that owners who do opt for the duo of technologies are more satisfied with overall vehicle quality than those who don't have it.