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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.

Subaru shows racing versions of STI and BRZ

While we gear up for next week's Detroit Auto Show, the 2015 Tokyo Auto Salon is currently on going, and Subaru has marked the occasion by trotting out a pair of new racers. First up, we have the car shown above, with the company's entry to the 2015 Nurburgring 24 Hour Race. Subaru is entering a WRX STI in the grueling endurance race, which runs from May 14 to May 17. The left-hand-drive racer has received a fair crop of upgrades for endurance duty, although Subaru didn't really bother to elaborate on them, unfortunately. Next to the N24 car, Subaru introduced a striking version of its rear-drive BRZ, destined for the Japanese Super GT series. The team campaigning the BRZ will be led by Subaru's Hideharu Tatsumi, who will also be one of the drivers for the Nurburgring effort. Again, Subaru hasn't offered any info on technical changes for the BRZ GT300. Scroll down for the brief press release, and then check out the galleries of both cars. 2015 SUBARU Motorsport Activities Tokyo, January 9, 2015 – Fuji Heavy Industries Ltd. (FHI) - the maker of Subaru automobiles and Subaru Tecnica International Inc. (STI)* unveiled the new racing car developed from the WRX STI for 24 Hours Nurburgring endurance race in 2015 and announced an outline of Subaru Motorsport activities for 2015 at the Tokyo Auto Salon 2015 with NAPAC (Japan Car Parts and Aftermarket Promotion Association). *: Subaru Tecnica International Inc. (STI; President Yoshio Hirakawa; located in Mitaka, Tokyo) Nurburgring 24-Hour Race STI will participate in the Nurburgring 24-Hour Race (from 14 to 17 May in Germany) for eight consecutive years, with a vehicle whose performance has been enhanced from its base car – the Subaru WRX STI. The race car's performance such as aerodynamics, stability, body rigidity and engine output have been enhanced compared to the previous model. In addition, visibility for racing flags has also been improved by introducing a left-hand drive car. Like last year, Hideharu Tatsumi will take the helm of team operations as team manager, in addition to the development of the car. The drivers are Sasaki (Japan), Lasee (Germany), van Dam (Netherlands) and Tim Schrick (Germany), the winner of 2014 VLN endurance racing championship who newly joins the team. SUPER GT Series Subaru, with the "SUBARU BRZ GT300" race car, will participate in the SUPER GT series this year as well, widely regarded as Japan's top motorsports category.

Subaru is America's third most off-roaded brand

When you think of iconic off-road brands, where does Subaru fall on your radar? Somewhere in the middle? Perhaps near the bottom? Don't worry, you're not alone. Until recently spending some time in Bend, OR, where we drove the all-new 2015 Subaru Outback, we never really pegged the Japanese automaker to be a highly lauded brand among off-road enthusiasts, despite many of the company's products actually being quite capable when the going gets rough.
But the data says we're wrong. According to a 2013 J.D. Power study, Subaru vehicles have some of the highest use off road compared to other brands - of course "off road" here just means anything not on a paved road, so even gravel trails and tame two-tracks count in these statistics. Nearly 29.5 percent of its cars are used on trails and dirt roads, with only the Ram and Jeep brands besting that statistic, at 30.2 and 31.0 percent, respectively. Said another way, Subaru sold 424,683 vehicles in the US in 2013, meaning that some 125,281 saw off-road use. Mainstream brands like GMC, Ford and Chevrolet all trail Subaru, and even Land Rover comes in at less than 20 percent.
Some 34.7 percent of Outbacks are taken off paved roads, according to J.D. Power data.