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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.

Mitsubishi could use Lancer Sportback name on its version of the Nissan Leaf

Various reports might help with filling in some of the blanks in Mitsubishi's Momentum 2030 plan. That's the automaker's new initiative we heard about last month that Mitsubishi North America President and CEO Mark Chaffin said is "setting the stage for new powertrains and vehicles being introduced, new dealerships being opened, and new technologies being developed to make the shopping and ownership experience faster, easier and more enjoyable." The first hints of new product suggested a rugged plug-in hybrid van, something else in the Subaru Outback segment, and perhaps an electric pickup. And after Renault-Nissan-Mitsubishi alliance partner Nissan introduces a new-generation Leaf EV for the 2026 model year, Mitsubishi's supposed to get the Leaf for its own use. Based on a recent trademark renewal, Australian outlet Which Car? via Car and Driver suspects this EV (highlighted in the image above) could be called Lancer Sportback.  Car and Driver caught the fact that Mitsubishi renewed a trademark application for the name Lancer Sportback at the U.S. Patent and Trademark Office on March 12 of this year. And speaking of Lancers, the Japanese automaker applied to trademark Lancer Evolution on August 8 last year. The USPTO refused the registration, Mitsubishi filed an appeal that's still under consideration.    Which Car? doesn't say why it believes Mitsu might apply the Lancer (requested in 2020) or Lancer Sportback name to its little EV, but notes that the automaker's been reusing names around the world of late, such as Airtrek, Colt, Eclipse, and Eclipse Cross. There's more where that came from for us, C/D also tabbing Mitsubishi's trademark application for the name Montero, submitted last August and approved in February. That 4x4 launched as the Pajero in 1981 and sold in the U.S. as the Montero (and the Dodge Raider). The carmaker hasn't sold a Montero here since 2006, and ended Pajero production in 2021. A new model called the Pajero Sport filled the gap in the lineup, but that SUV is based on Mitsubishi's Triton pickup sold in overseas markets.  We've got a while to wait to figure out what's up. The new Leaf is expected to be a mini Nissan Ariya based on Nissan's Chill-Out concept from last year's Tokyo Mobility Show. The image above is from the Momentum 2030 announcement, the little crossover we've highlighted has a DRL signature that fits the form factor.

Mitsubishi shows off its boxy new XFC Concept

Mitsubishi’s lineup has dwindled in the United States, but its presence is strongest in Asia, where it offers several vehicles not destined for our shores. Its latest concept vehicle previews a vision for a small utility vehicle with beefy styling and a futuristic interior. The XFC Concept is a compact SUV that Mitsubishi calls the “best-suited buddy for an exciting life.” ItÂ’s debuting at the Vietnam Motor Show later this month and is initially destined for life in Southeast Asia, though the company says it wants to expand that presence globally. The conceptÂ’s styling is a departure for the brand, whose other recent releases havenÂ’t been the easiest vehicles on the eyes (cough, cough, Outlander). Boxy lines and unique lighting are standout visual elements on the XFC, and the rear fender flares give it a muscular stance. Concepts rarely make it to production unchanged, so Mitsubishi is likely to alter the XFCÂ’s fantastic interior before release. The cabin appears to offer a mix of materials and large windows. Mitsubishi says it has class-leading interior space and notes that it focused on making the vehicle as comfortable as possible over rough roads. Flooding is an issue in the XFCÂ’s home region, so Mitsubishi gave it good ground clearance and four drive modes. Drivers can choose between normal, wet, gravel, and mud modes, and Mitsubishi says it developed the new wet mode specifically with Southeast Asian countries in mind. Mitsubishi will launch the XFC in 2023 and says an electric variant is coming down the road. Though itÂ’s still in the concept stage, the automaker plans for the SUV to become a core model for the brand on the global stage, alongside vehicles like its popular Xpander MPV.