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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.

Nissan to bring Friend-Me concept to Shanghai

Nissan's got a big ol' show planned for its immersive space at the 2013 Shanghai Motor Show where visitors will see, touch, hear and smell the Nissan world. Sitting among 20 offerings that include the GT-R, Quest, Murano and Teana will be the Friend-Me concept (click image above to enlarge), the first show car created with "key input" by Chinese designers at Nissan Design China in Beijing. Its USP is "Four seats, one mind connectivity" that promotes information sharing among all the occupants.
The Friend-Me has the "vibrant, young" Chinese demographic in mind, our guess being Nissan thinks there's no reason to stop the digital sharing just because you're sitting in a car. We'll find out on April 20 exactly what's being exchanged in the Friend-Me. Until then, there's a press release below with a little more info.

Meet Sparky, Nissan's Leaf-based, Frontier-bedded EV parts hauler [w/video]

For many enthusiasts, the concept of the ute - a car with a pickup bed - is somehow irresistibly appealing. On paper, it promises the marriage of a truck's utility and a car's superior driving dynamics, and for that reason alone, we'd love to see more of them. Yet while other parts of the world get them in good numbers, North America doesn't ever see them - at least not for long. Based on what we've seen of late, though, that's not due to a lack of motivation on the part of engineers.
BMW wowed us several years ago with an M3 ute, and earlier this year, some interns converted a Mini Paceman into the pickup-bodied Paceman Adventure. Loathe to let their rivals in Munich and Oxford have all the fun, Nissan has built its very own car-based pickup. Meet Sparky, the world's first Leaf Frontier.
Like the M3, this all-electric ute is used as a parts hauler for Nissan's engineering teams at its sprawling Stanfield, AZ tech center and proving grounds.