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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.

GMC Canyon Denali Interior Review: THE luxury midsize truck

Over the past couple of years, GMC has been getting serious about being more than just a rebrand of Chevy trucks and SUVs. The same goes for the luxury Denali line. Among the beneficiaries of this push for differentiation is the latest Canyon. On top of only being available with the wide-track layout and the most powerful engines, it gets a Denali trim that is unequivocally the most luxurious midsize truck in the segment. The GMC Canyon Denali could even be described as a luxury midsize truck, of which there are no others. And it all comes down to what GMC has done with the interior. Open the door, and the upgrades are immediately obvious. There's leather everywhere. It's on the dash, the door panels, center console and doors. And it has nice details with the perforation and quilted stitching. The seatbacks get embroidered Denali logos and contrasting leather panels, too. The feel is more rugged than supple, but it is a truck after all, and the materials feel like they'll wear nicely.  Then you notice the wood trim. The real wood trim. It's subtle, just adorning a strip along the top of the dash and the front door panels, but the light brown color stands out against the black leather and plastic elsewhere. It's got a natural, open-pore finish that highlights the material, and the strip in the dash gets extra laser-cut details. The branding consisting of DENALI, some stylish strakes and the coordinates of Denali, the mountain, are crisp and clear. Throw in plenty of shiny chrome, and the same quality-feeling buttons and knobs (the knurling details on the knobs are particularly nice), and just on trimmings alone, it's obvious the Denali is the most plush little truck. The seats themselves are solid, though not particularly exceptional. The front seats are a bit flat, but they're also very roomy. On the Denali, the driver's seat has eight-way power adjustability with memory, and the passenger has six-way power adjustability. Heating and ventilation are included, too. Leg, head and shoulder room are also all excellent up front. The rear seat, like the rest of the segment, has enough room for adults, though legroom is a tad tight, with knees likely brushing the front seat backs. The seat bases in the rear are split with storage underneath, although it's not particularly useful. Besides its meager volume and awkward shape, much of it is taken up with the jack.

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.