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Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

2018 Lexus RX 450hL hybrid will start just over $50,000

Lexus has announced pricing on its 2018 RX 450hL, saying that its new three-row, all-wheel-drive hybrid crossover will carry a starting MSRP just $1,550 higher than the non-hybrid AWD RX 350L when it goes on sale starting in April. The RX 450hL will start at $51,615, positioning it right in-between luxury crossover competitors like the Mercedes-Benz GLE 350 and Infiniti QX60. The Luxury package, which adds features like semi-aniline trimmed seats, interior LED ambient lighting, laser-cut wood trim and 20-inch machine-finished alloy wheels, bumps the price up to $55,550. Prices include a $995 delivery, processing and handling fee. Lexus says the 450hL will get new features like second-row captain's chairs, leather-trimmed seats and complimentary Lexus Inform Safety Connect and Service Connect membership for the first 10 years of ownership. Standard safety features include a pre-collision system with pedestrian detection, lane-keep assistance, intelligent high beam headlights and all-speed dynamic radar cruise control. The RX 450hL combines a 3.5-liter V6 engine with two high-torque electric drive motor-generators to produce 308 in combined horsepower, with an EV mode allowing it to run on pure electric power at lower speeds for short periods. Lexus hasn't yet released fuel-economy figures for the hybrid, but the conventional RX 450h is rated at a combined 30 mpg by fueleconomy.gov. Lexus has added 4.3 inches to the rear body length of the 450hL and added more room for third-row occupants by incorporating a steeper tailgate. We've previously covered the introduction of the three-row RX 450hL and the 2018 RX 350L, which is powered by a 290-hp 3.5-liter V6 and is available in both front- and all-wheel-drive. The latter starts at $48,665 and goes up to $55,080. The RX line has been Lexus' best-selling model, with sales of 108,307 units in 2017.Related Video:

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.