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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.

All-electric Jaguar XJ coming soon on platform shared with 'Road Rover'

We've been posting on the likelihood of electric Jaguars for a while now, especially the XJ leading the charge as a new EV flagship. Rumors at the beginning of 2018 predicted an XJ EV on our doorstep by the end of 2018, the 50th anniversary year of the XJ. By April this year, it was looking like the battery-powered XJ would use the I-Pace platform and make an appearance sometime in 2019. Now, Automotive News Europe reports that during Jaguar Land Rover's Investor's Day presentations, the automaker said it would debut a "large SUV and a large premium sedan" on its Modular Longitudinal Architecture (MLA) suitable for EVs, hybrids and traditional ICE-powered cars. The sedan in question is the next-gen XJ. Nick Rogers, JLR's product engineering boss, said electric MLA vehicles will get 90.2-kWh batteries that return range of up to 400 kilometers (292 miles) on the European cycle. That would effectively be the same size battery as the I-Pace, which rides on its own one-off platform, and the same range; in the U.S., the I-Pace is rated at 234 miles. It's said the XJ's design, produced by former Jaguar design chief Ian Callum and his team, has already been cleared. It swaps the four-door body for a five-door, a la the Audi A7, and introduces a new design language for the car and the carmaker. Car and Driver says the new statement sedan aims to be "a cutting-edge alternative to the BMW 7 Series and Mercedes-Benz S-Class," and Autocar saying it will "remain Jaguar's flagship in preference to a large SUV, such as the rumored J-Pace." The point of introducing the EV first is to establish the car's technology and sporting credentials — hopefully before the Porsche Taycan and Audi E-Tron GT arrive. Eventually, an ICE version of the XJ powered by an Ingenium inline-six should come; that will welcome buyers not ready to make the all-EV switch, a necessary move in keeping with the XJ's competition for global sales with the S-Class and 7 Series. However, leaving room in the design for a conventional drivetrain will force compromises that the all-electric competition doesn't face. Production of the current XJ ends at the Castle Bromwich facility on July 5. The new sedan is slated to be "announced in the near future" and built at JLR's plant in Solihull, which assembles Land Rover products. The same MLA platform will support a road-focused Land Rover as a sibling to the XJ, dubbed the "Road Rover" internally.

Kia leads J.D. Power's Vehicle Dependability Study for 2022

For the first year ever, Kia leads J.D. Power's annual Vehicle Dependability Study with a score of 145 problems per 100 vehicles. Buick (147) and Hyundai (148) round out the top three. The highest premium brand on the list is Genesis, with a score of 148. It's common for so-called "mass market" brands to lead this particular study, according to J.D. Power, as "premium" brands "typically incorporate more technology in their vehicles, which increases the likelihood for problems to occur" and aren't necessarily built to a higher standard that less-expensive brands. The highest-rated single nameplate is the Porsche 911. It's the third time out of the past four years and the second year in a row that Porsche's quintessential sports car has taken top honors. Porsche as a brand sits in seventh place (162) just behind Lexus (159) and ahead of Dodge (166). At the very bottom of the list is Land Rover with a dismal score of 284; the SUV specialist held the same unfortunate distinction on last year's list. Ram (266), Volvo (256), Alfa Romeo (245) and Acura (244) also performed poorly. The overall industry average score sits at 192 — mass market brands average a score of 190 while premium brands sit 14 points lower at 204. While Tesla is unofficially included in some of J.D. Power's results, the agency says the sample size it has access to for this study is too small to include. As has been the case for the past several years, infotainment systems dominate the list of problems reported by owners. Popular (or unpopular, depending on your point of view) complaints include built-in voice recognition (8.3 PP100), Android Auto/Apple CarPlay connectivity (5.4 PP100), built-in Bluetooth system (4.5 PP100), not enough power plugs/USB ports (4.2 PP100), navigation systems difficult to understand/use (3.7 PP100), touchscreen/display screen (3.6 PP100), and navigation system inaccurate/outdated map (3.6 PP100). While problems with the car's infotainment and technology packages are indeed bothersome, it's important to remember that such issues aren't usually leaving owners stranded with an immovable vehicle like a broken transmission or blown engine would. Culling infotainment complaints from the results would reduce the average problem-per-100-vehicle score by a staggering 51.9 points. The vehicles included in this study are from the 2019 model year. That means owners have had three years to get to know their cars and trucks. It's the 33rd year that J.D.