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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.

1 in 7 Americans say they might buy an EV next, as sales of electrics surge

About one in seven driving Americans may likely purchase an electric vehicle as their next car, according to an AAA poll, meaning that as many as 30 million Americans may pony up for an EV within the next three to five years. While some of the motivation is environmental, survey recipients say that lower maintenance expenses and solo access to high-occupancy-vehicle lanes are also among the factors behind potentially going electric. Take a look at the AAA press release on the study here. The poll indicates that about as many people are planning to buy an EV for their next car as are looking to buy a pickup, which is impressive given that the best-selling US vehicle is the Ford F-150. And things should only improve, as about 20 percent of millennials polled said that their next car would probably be an EV. The results are all the more encouraging, at least among green-car advocates, because gas prices have fallen about 40 percent within the past five years, meaning that there's less of an incentive to go electric from a purely economic perspective. Through the first quarter of this year, US plug-in vehicle sales were up about 63 percent from a year earlier to about 39,000 vehicles. Meanwhile, when it came to AAA's annual green-vehicle awards for this year, Tesla's Model S and Model X took the large car and SUV categories, respectively, while the Chevrolet Bolt and Volkswagen e-Golf were listed atop the subcompact and compact lists. The Lexus GS 450h hybrid and the Ford F-150 took home AAA's best green vehicle in the midsize and pickup truck categories. Related Video:

Lexus LC 500h | Autoblog's 2018 Technology of the Year winner

Each year, we here at Autoblog review and test hundreds of cars from dozens of automakers, but only a few show the kind of technological advancement (whether that's infotainment, active safety features, advanced engine or transmission designs, or novel suspension) required to compete in the Technology of the Year award process. We award an automaker for bringing to the market features, components or an entire vehicle that we feel pushes the industry forward and sets the stage for things to come. For 2018, the Autoblog Technology of the Year award goes to the Lexus LC 500h and its Multi-Stage Hybrid System. For years, hybrids have sacrificed engaging dynamics in favor of improved efficiency. A few high-end models bucked that trend, but nothing truly mainstream felt quite right. Lexus' Multi-Stage Hybrid System is different, marrying an e-CVT that has six virtual gears to a conventional four-speed automatic, resulting in 10 effective ratios. It's as complicated as it sounds, though in practice the difference between it and a standard automatic is nigh imperceptible. You get the benefits of a hybrid — fuel efficiency, part-time all-electric driving — without sacrificing driver enjoyment, all packaged inside a stunning, fun-to-drive grand tourer. We feel the new hybrid system really gives the LC 500h a leg up on the competition, particularly because it pairs long-distance comfort, high performance, and efficiency in a way we feel will really resonate with consumers (and competing automakers, too). Our editors were impressed by just how well the LC 500h passed off duties between the internal-combustion engine and the electric motors, the only real tell that it was in EV mode being the tachometer needle resting at zero. And the regular Lexus LC 500 is also a wonderful car. It's also a step forward for Lexus as a whole. For years, the Japanese automaker was known for solid luxury vehicles that were sedate to a fault. The LFA was a worthy halo car, but it was also basically unattainable to an average well-off buyer. The F performance vehicles (IS F, GS F, and RC F) gave a much-needed kick to the brand but were a bit rowdy and rough around the edges. The LC 500h strikes a more perfect balance that feels truer to Lexus' brand values: It's quiet without being boring, and exciting without offending. It's also green without punishing the driver for it. Lexus paid great care to get the balance of this car right.