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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.

Weekly Recap: Jaguar takes a leap with price cut, new strategy

Jaguar was one of the famous automotive props and plotlines in the now-iconic drama Mad Men. There's a scene where the show's protagonist, Don Draper, deftly undercuts an influential Jaguar dealer by indicating that get-me-in-the-door local radio spots would be an effective way to sell cars like the slinky E-Type. The British executives think this is folly – Draper knows they will – and his advertising strategy wins out over the dealer's approach to move the metal. Jaguar's not doing that, but half a century later in the real world the company is launching plans to make its cars more attainable to new and younger customers like Millenials. These aren't coupons, but this is a leap for Jaguar, which has long banked on sexy styling and its rich motorsports history to overshadow its past mechanical flaws. Put simply, Jaguar is addressing the reasons why people, especially the younger set, don't buy its cars. The 2017 XE will start at $35,895 when it launches next spring – which makes it an attractive buy for a successful, relatively young person. When it's time to move up, the redesigned XF will be more attainable, coming in at $52,895, which is $5,275 less than the 2015 model. The flagship XJ sedan and the enthusiast-oriented F-Type sports car will also get thousands of dollars worth of added standard features, and Jag is actively pitching them as a better value than their competitors. "The Jaguar brand is on the eve of a major transformation that will see it dramatically increase its presence in the United States luxury marketplace with an expanded lineup, pricing focused on the core of the luxury market, and an all-new ownership package with best-in-class coverage," Joe Eberhardt, CEO of Jaguar Land Rover North America, said in a statement. The brand's quality and reliability dings have also lurked in the back of buyers' minds for decades, though that's an outdated notion. Jaguar placed third in J.D. Power's Initial Quality Study in June and was the top-ranked luxury brand in J.D. Power's Customer Service Index in March. Not content, the company is rolling out an enhanced program called Jaguar EliteCare that launches on 2016 models. It offers a five-year, 60,000-mile limited warranty, the longest among its competitors, with free scheduled maintenance during that period. The plan also covers roadside assistance and connectivity features.

2019 Jaguar I-Pace Review: The EV age is approaching

It feels like we're anxiously inching up the initial mountain of a roller coaster track – click, click, click. On the other side is a massive plunge into a widespread electric future where EV's aren't just acceptable alternatives to gas-powered cars, they're superior. There's indeed a veritable train of luxury EVs coming soon, clicking up that track, but the 2019 Jaguar I-Pace is the first from a big-name luxury brand to crest it, providing that first tinge of anticipation for the ride to come. It's wildly fun, surprisingly practical and a more polished product than the perpetually rough-around-the-edges Teslas. It also reimagines what Jaguar can be while also staying true to key elements of its past and present. Driving the silky, effortlessly torquey old Jaguar XF Supercharged was intoxicating, and so is the I-Pace, albeit it in a different and indeed superior all-electric way. Its torque flattens you into the enveloping sport seats slathered in red leather, yet it's responsive without feeling overly caffeinated or neck-snapping. Like other Jaguars, it also provides a little audible pomp to the driving experience. It's no barking F-Type R, but its Active Sound Design system pipes into the cabin a deep, purr-like noise when in Dynamic mode that, if not exactly akin to an actual exhaust system, is much closer to it than the usual high-pitched electric motor whine (you can hear it in the accompanying video). Jaguar recognizes that we expect noise and g-forces to go together. And that goes for g-forces in a straight line as well as around corners. The I-Pace resolutely sticks to even marginal pavement like – well, I've already used the roller coaster metaphor above, so what the hell? – it's on rails. It has the perfect recipe for astonishing grip: all-wheel drive; sticky summer tires on 20-inch wheels pushed to the corners; a heavy battery mounted low and in the middle of the chassis; a 50:50 front-to-rear weight balance; and an available adaptive air suspension that constantly adapts to the road. Oh, and it was engineered by Jaguar, a company widely renowned for its superior-handling cars and SUVs. Steering feel could perhaps be increased a smidge, but through the wheel and the seat of your pants, you do experience what the I-Pace is doing. That adaptive suspension also sops up bumps shockingly well (another Jaguar trait) despite those pretty 20-inch wheels adding some impact harshness (ditto).