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Jaguar demanding customer data from reluctant dealers

Nearly every major business is collecting consumer data these days, and keeping that data secure has come to the forefront of many customer's minds. Jaguar Land Rover North America's decision to begin requesting more customer info from its dealer network appears unfortunately timed, however. If it had come a few years ago, it might have been ignored, but in today's climate of heightened awareness, a few dealers are pushing back. To put the showrooms in an even tougher position, JLR NA is threatening to deny quarterly incentives if they do not turn over the customer data, according to Automotive News.
JLR NA instated the nationwide plan, which it calls Single View CRM, on February 7, but according to Stuart Schorr, Jaguar Land Rover North America Vice President of Communications, the automaker has been negotiating with its dealers to institute the new program for over a year. Schorr tells Autoblog that no financial information is being shared, noting that such data is limited to customer details, including things like what vehicles they own and whether they have any pending service. The initiative is meant to "improve customers' and owners' engagement with the brand," he said. Also, the company is not accessing dealer data itself; instead showrooms are asked to enter the info into JLR's database.

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.

Pivi Pro Jaguar Land Rover Infotainment Review | A massive improvement

Infotainment systems in Jaguar Land Rover products have irked us for a long while. They’re generally a good step — or several — behind other luxury automakers' infotainment systems in terms of features and looks. But the big problem has always been their functionality. Even right out of the gate, they exhibited an undue amount of lag and general bugginess. Pivi Pro is supposed to change all of that. ItÂ’s JLRÂ’s completely new-from-the-ground-up infotainment system that is quickly spreading across the companyÂ’s range of products. It features a new screen size and layout. Plus, the software itÂ’s running is vastly different from what we saw previously. Our Byron Hurd got a first taste of it with a number of JLR products in a short period of time and found it to be a big improvement. Now, weÂ’ve had a new Land Rover Discovery in the garage for a longer period to fully suss out the system. Will it hold up? Watch the video above for a quick tour, and keep reading for some more detailed thoughts. Before diving in too deep, you should know off the top that Pivi Pro is a massive improvement over JLR infotainment systems of old. There are still some issues, but the new systemÂ’s performance is exponentially better than what itÂ’s replacing. This is partly thanks to it now running off its own backup battery. This allows the whole system to load immediately upon startup, ensuring that you arenÂ’t sitting and waiting for items to populate after you press the start button.  The new 11.4-inch screen this software plays on is splendid to both look at and touch. ItÂ’s a super-high-resolution panel, and it takes to our inputs quickly and without protest. The new UI layout makes things easier and prettier, too. All of your important items are tucked into a panel on the left, making them super easy to find and select. Plus, a sticky “home” button means you can always find your way out of menus when youÂ’re done diving around. We dig the three-panel home screen and its minimalist style, but for those who might favor maximum functionality over a pretty home screen, you can replace this with rows of app icons. For those wanting to use their phones, there is indeed an in-car WiFi data plan available to buy. Plus, JLR newly allows you to connect two devices via Bluetooth instead of just one. Both Apple CarPlay and Android Auto are nicely integrated with this new system.