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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.

Barrett-Jackson is auctioning the first 2022 GMC Hummer EV for charity

Unveiled in late 2020, the GMC Hummer EV Edition 1 was so popular that enthusiasts scooped up the entire production run in merely 10 minutes. If you missed your chance to reserve one, you're in luck if your pockets are deep enough. Auction house Barrett-Jackson will sell the first example off the production line for a great cause. VIN 001 will be up for grabs during a sale that starts in Scottsdale, Arizona, on March 20. Hummer production hasn't started yet, so we don't know precisely what the truck will look like and it won't physically cross the auction block. Barrett-Jackson did not provide a pre-auction estimate, but it pointed out that 100% of the proceeds from the sale will be donated to a charity called Stephen Siller Tunnel to Towers Foundation that helps wounded first responders and veterans across America. Charity auctions normally bring big dollars, so a sold-out flagship variant of a highly-anticipated model whose base price is pegged at $112,595 could sell for a seven-digit sum. Edition 1 deliveries will start in the fall of 2021, meaning the winning bidder will need to wait a few months before exploring the great outdoors in the 1,000-horsepower electric truck. More affordable trim levels are in the pipeline, but they're not exactly around the corner. GMC will expand the range by launching three trim levels called EV2, EV2X, and EV3X, respectively. Equipped with three electric motors, the EV3X will land in the fall of 2022 with a $99,995 base price. Pricing for the two-motor EV2X due out in the spring of 2023 starts at $89,995, while the entry-level EV2 will arrive a year later priced at $79,995. None of these figures include available incentives. Looking ahead, the Hummer EV will spawn an SUV that will make its official debut online in February 2021. We don't know when it will reach showrooms yet, but we're not expecting to see it until 2022 at the earliest.  Barrett-Jackson's Scottsdale sale includes sports cars from every era, ranging from a custom 1928 Ford Model A to a 2021 Honda Civic Type R. Ram's first 1500 TRX is on the roster, too, and it will also be sold for charity. Another stand-out car from the catalog is the first production version of the 2020 Chevrolet Corvette Convertible. Finished in black with a black and red leather interior, it's powered by a mid-mounted, 6.2-liter V8 engine rated at 495 horsepower, and it's equipped with the 3LT and Z51 packages plus the Performance Data Recorder, among other features.

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.