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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.

Jaguar Land Rover posts profitable quarter amidst big yearly losses

Jaguar has posted its first profit in quite some time, as the financial quarter ending on March 31 brought in a net income of $151.6 million. However, that is the light in the end of the tunnel, as full year results through March showed a $4.58 billion loss (GBP3.6 billion). The losses are again attributable to declining sales in China, with a whiff of the still-lingering Brexit process. While JLR's annual U.S. sales were up 8.1 percent, and U.K. sales improved by 8.4%, overall sales came down 5.8% to 578,915 vehicles. For April, Chinese sales nearly halved as they dropped by 46 percent. Earlier this year, JLR's woes caused its owner Tata Motors to post the biggest ever quarterly loss in Indian corporate history, at nearly $4 billion. JLR's CEO Ralf Speth stated that the company is "reducing complexity" and transforming its business by cost savings and cash flow improvements, citing the fourth-quarter profits as an example of the ongoing turnaround. Speth said JLR has already managed to deliver $1.59 billion (GBP1.25 billion) of efficiencies and savings. JLR says its turnaround program, dubbed Charge, will drive it to at least $3.18 billion (GBP2.5 billion) of investment, working capital and profit improvements by March 2020, and that it currently has $4.84 billion (GBP3.8 billion) of cash. Speth continued that JLR will "go forward as a transformed company that's leaner and fitter," and that the sustained investment in new products and technologies will drive future demand. There has been earlier speculation of Tata Motors selling JLR to the PSA Group, but as Autocar reports, Tata's financial chief again refuted these rumors. JLR also announced today that its CFO of 11 years, Ken Gregor is stepping down after 22 years with the company, and that he will be succeeded by JLR's Chief Transformation Officer, Adrian Mardell.

Who picks car colors and materials? Designers like Hannah Custance

As automotive journalists, we're often asked "how did you get that job?" People usually didn't even know you could do such a thing. In this 7 Questions series, we're highlighting other jobs in the automotive industry that you might not have heard about before. What do they do, how'd they get to do it and other questions about their particular corner of the car world. Slowly but surely, the automotive landscape is becoming more colorful. Look beyond the unrelentingly conservative palette of white, black and gray most buyers opt for and you'll see the increased use of exterior trim types beyond the usual chrome. There's gloss black, of course, but also other metallic finishes like gold or copper. Those can be found inside, too, where there's also an increase in colorful leathers and trims, innovative fabrics, new wood types and finishes, and greater creativity in general. So where is this change coming from? The answer is designers like Hannah Custance, the color and materials design manager for Jaguar Land Rover. Her team's latest effort is also its magnum opus, the 2022 Range Rover. Although saddled with the expectations that comes with one of the automotive industry's classic nameplates, the all-new Range Rover is also a celebration of cutting edge manufacturing and fashion-forward materials selection. We sat down with Hannah at the L.A. Auto Show to find out more about color and materials designers, how she ended up in the industry, and advice she might have for young designers out there. It has been condensed for brevity. Autoblog: What does a color and materials design manager to do?Hannah Custance: I basically look after a team of designers who design finishes for every A surface on the car. So, that could be exterior finishes. It could be interior trim materials, soft materials, hard materials, chromes, metals, woods, ceramic – that's one of the new ones – anything you can kind of touch and see is color material design. Autoblog: How early in the design process does your team become involved.Hannah: Right at the very start. In fact, we look at materials that don't have a product assigned to them or a car assigned to them. So, it takes actually a very long time for us to get materials approved and fully validated. We have to find suppliers that are willing to work in automotive and our test standards are incredibly high, some of the highest in the industry.