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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.

2014 Nissan Rogue earns IIHS Top Safety Pick+ [w/videos]

The 2014 Nissan Rogue has scored a Top Safety Pick+ award following positive crash test results by the Insurance Institute for Highway Safety. The new crossover scored good results (the highest rating) in the group's five crashworthiness checks and a basic rating for front crash prevention.
The IIHS found that the Rogue also performed well in its small overlap front test with a low risk of injuries, and the driver's space maintained its structure well. It was an improvement over the previous generation, which received a marginal rating in that evaluation. The Rogue's optional forward collision warning system was enough for a basic rating in avoiding accidents.
To qualify as a Top Safety Pick, a vehicle must earn good ratings in the the moderate overlap front, side, roof strength and head restraint evaluations, plus a good or acceptable result in the small overlap front test. To receive the additional Plus rating in 2014, it must also have a basic, advanced or superior rating for front crash prevention. The IIHS scores vehicles as good, acceptable, marginal or poor, and avoidance systems are scored basic, advanced or superior, depending on the type of system and its performance. Scroll down to watch the videos of the small and moderate overlap crash tests and read the full IIHS statement.

Nissan happy with plug-in vehicles for now, will wait on hydrogen

Anyone who's driven the Nissan Leaf knows that it won't set any land speed records. Still, ask Nissan Vice Chairman Toshiyuki Shiga, and the battery-electric vehicle will be miles ahead of any hydrogen fuel-cell vehicles for the foreseeable future in Nissan's advanced-powertrain plans. Figuratively, of course. Shiga, speaking in Singapore, elaborated on Nissan's interest in developing a production hydrogen fuel-cell vehicle, and, to put it bluntly, he said the company didn't have much interest, the Japan Times reports. Sure, Nissan reached an agreement with Mercedes-Benz parent Daimler and Ford early last year to work together to speed up fuel-cell-vehicle powertrain development. Like Toyota, Honda and Hyundai, the automakers appear to be following the axiom that hydrogen fuel-cell technology is the best-of-all-worlds option for advanced powertrain because of the combination of zero emissions and conventional-vehicle-like full-tank range. Still, the prohibitively high cost of building hydrogen refueling stations will prevent any substantial adoption anytime soon, Shiga says, hence Nissan's focus on battery-electric vehicles. Nissan sells the all-electric Leaf in about 40 countries, and the model is the best-selling battery-electric vehicle in the world. In the US, Nissan sold 24,411 Leaf vehicles through October, up 35 percent from a year earlier.