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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.

Japanese automakers ramping production for renewed American sales

The 2011 earthquake and tsunami that struck Japan took quite the toll on the automotive industry in that nation. Not content to lean on that tragedy as excuse for slagging sales, the Japanese automakers are planning on a major production expansion in North America. The aim is to reclaim the market share lost from the Tsunami-based dip, and overcome a dollar/yen exchange rate that makes exporting to America unprofitable.
Following the Tsunami, Japanese automakers ramped up production in their North American facilities to compensate, but according to Automotive News, Nissan, Honda and others have all reported plans for still-further increased production in the year ahead. As part of this ramp-up, Mazda will open a facility in Salamnca, Mexico before March of 2014. Part of that increase in output is 50,000 units of a Toyota-badged compact car, which Mazda will produce.
Other Mexican production facilities opening include a Honda plant, which will open in Spring 2014 in Celaya, and a Nissan plant, set to open later this year in Aguascalientes. Nissan also said that it will need another plant in North America within the next five years. According to Nissan Boss Carlos Ghosn, the company aims to raise its stake in the US market from 8 percent to 10, and adding production will help achieve that goal. Even Mitsubishi is aiming to boost production at its Normal, Illinois plant. Production of the Outlander Sport is currently at 50,000, which Mitsubishi wants to raise to 70,000.

2018 Honda Accord charges into slumping sedan market

DETROIT - Honda on Friday revealed its newest-generation Accord, one of four re-engineered midsize sedans that Asian automakers are betting on to win market share as Detroit automakers shift focus to SUVs, crossovers, and pickup trucks. The new Accord, like rival Toyota's all-new Camry arriving this month, offers major improvements in fuel economy, technology, styling and safety. Honda declined to discuss details ahead of Friday's event in Detroit. The Accord and Camry are pillars of their manufacturers' US businesses, each selling well over 300,000 vehicles a year. In the coming months, Nissan is expected to launch a new Altima midsize sedan, and Hyundai will launch a new Sonata. Both are popular marques that will be promoted heavily. "There has been no new news on the midsize sedan side for three years, and we think this is a great opportunity to bring attention back to the segment," said Jack Hollis, Toyota's head of marketing for North America. Year to date, US passenger car sales are down 11.4 percent, and sales of midsize sedans are down 14.2 percent. Still, Americans bought 7.1 million sedans in 2016. With General Motors and Ford cutting sedan production, and Fiat Chrysler Automobiles abandoning the segment, Honda and its Asian rivals could boost sales with updated models, dealers said. "They could take share from other brands, which is traditionally what happens when a new product is launched," said Pete DeLongchamps, vice president for manufacturer relations at Group 1 Automotive Inc, the third-largest US auto dealer group. "NOT FINDING A PLACE WITH CONSUMERS" The Accord for years was Honda's top-selling model in the United States. Within the past year, US sales of the Honda CR-V have eclipsed the aging Accord, and Honda has expanded production capacity for the compact crossover. Passenger-car sales have steadily declined since 2012, when they made up 51.2 percent of the US market. Sedans have sagged to a 38.1 percent share in the first half of this year. IHS Markit said US consumer loyalty to SUVs and pickup trucks has risen since 2012, but declined for sedans. The new Accord and Camry "may stem the decline," said IHS Markit's Tom Libby. "I don't think they will cause a marked reverse." Improvements to the Accord should boost sales at Galpin Honda in San Fernando, California, general manager Ed Hartoonian said.