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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.

Best midsize trucks for 2024

Pickup trucks are hugely popular in the United States, but most of them carry huge dimensions and huge price tags to match. That's where the rapidly expanding midsize truck market comes into play. With options from nearly every major manufacturer in America, there are plenty of midsize trucks to consider, but the best midsize pickup trucks are more comfortable, more capable off-road or more luxurious than the rest of the crowd. Put simply, there's an excellent midsize truck for every buyer, whether they want to save money with a low starting price and strong efficiency, tackle technical trails, surround themselves with leather and wood or even hit the road with the wind in their hair on their way to the beach. We've tested all of the midsize trucks in America available for 2024 and picked out the best choices for any type of buyer. Read on to find out which option is the best midsize truck for you for 2024 or 2025 (expect more versions of the Toyota Tacoma and Jeep Gladiator in 2025, too). If you're needs don't require a midsize truck, you may want to consider a compact. There are only two for sale in 2024, and we break down our rankings here.   Best midsize trucks for 2024 2024 Chevrolet Colorado  Why it stands out: Good ride, handling; powerful engines; strong towing; refined interior; Google infotainment Could be better: Only one cab/bed combination (four door, short bed) Starting Price: $31,095 Read our most recent Chevrolet Colorado review Suffice it to say, we're big fans of the latest Chevy Colorado. In fact, we think the Colorado is the best midsize pickup truck in America overall. Thanks to the base WT offering, the starting price is reasonable, but the Colorado is really at its best in one of its more specialized forms. The Trail Boss expands its off-road capabilities with a suspension lift and chunky tires, the ZR2 adds an even larger suspension lift and a gaggle of off-road special bits and the ZR2 Bison tops the range with sensational Multimatic DSSV spool-valve dampers, special bumpers and underbody cladding for rock-crawling prowess. In between those specialist packages lie the LT and Z71 trims, which is what will make up the majority of sales. A low-power turbocharged 2.7-liter four-cylinder making 237 horsepower and 259 pound-feet of torque is standard, while the more common engine is a more powerful version with 310 HP and 390 lb-ft. A High-Output engine option keeps the same 310 HP but boosts torque to 430 lb-ft.

Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.