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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 skips the Super Bowl, brings back the driving dogs

Subaru's research shows that 80 percent of owners have a pet. So the company plans to skip expensive advertising during the Super Bowl again this year in favor of being the official auto sponsor of the Puppy Bowl on Animal Planet. The canine-friendly company also has five new ads starring the Barkleys, a family of Labradors and Golden Retrievers. The commercial above titled Phone Navigation is our favorite of the group because it puts a funny spin on bad smartphone voice recognition. You can check out the other four adorable ads below. Doggie Bag has the pups dealing with an inept valet; Windshield Wiper forces them to cope with a bulldog in a car ahead; Bad Hair Day tactfully handles a rough trip to the doggy salon; and Puppy tries to help a little one get to sleep. With new spots like this practically every year, Subaru clearly has a paw on the pulse of what its customers like. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. THE RETURN OF THE BARKLEYS: SUBARU LAUNCHES NEW "DOG TESTED. DOG APPROVED." TV AD CAMPAIGN, STARRING AMERICA'S FAVORITE CANINE FAMILY Subaru's new advertising campaign brings back the Barkley family for new wave of television spots Cherry Hill, N.J. - Subaru of America, Inc. has launched its new "Dog Tested. Dog Approved." advertising campaign in celebration of the love of pets shared by the brand and its owners. The five spots showcase the Barkleys, the adorable family of dogs featured in the 2013 "Meet the Barkleys" campaign. In Subaru's newest spots, the Barkleys will take on everything from driving their Subaru around town, trying to get their kids to sleep and even dealing with other doggie drivers. The national television spots, created by Carmichael Lynch on behalf of Subaru of America, will air in the coming weeks, and all five ads will be featured on February 7 during PUPPY BOWL XII on Animal Planet, where Subaru of America will mark its sixth year as the event's Official Auto Sponsor. During the event, fans at home will be encouraged to share photos of their own pets using #PuppyBowlSubaru. The "Dog Tested.

Subaru XV concept: Just more wishful thinking?

Subaru has long been criticized as being rather weak-kneed when it comes to styling. That's not entirely true. In recent years they have displayed some really attractive-to-stunning concepts. The last-generation Impreza concept was very attractive, as was the most recent Legacy concept. The WRX concept shown a couple of years ago was a visual knockout, and the same can be said for the most recent Impreza concepts—as well as this new XV (Crosstrek) concept. The problem has been much of the visual excitement of those concepts got lost in the translation from concept to production. So we know that Subaru has great design talent; the concepts have proven that. The problem, as I see it, is those in a position to approve design for production don't seem to understand design. Now I'm sure it's a lot more complicated than just that. It involves marketing folks, engineers, as well as those suits that call the shots at FHI. Many of those in decision-making positions just don't seem to get it. However I do have to say that each succeeding generation of Subaru has got better looking. So slowly (very slowly) they are making progress. The problem is, the competition has gotten better too — much better. Hyundai, Kia, Honda and Mazda have been hitting it out of the park when it comes to styling; all the while Subaru has been hitting solid singles along with a few walks. That said I do have a good feeling about this new XV concept. It really does look close to being production-ready. The proportions are right, there is nothing outrageous or impractical here. There are even small non-roll-down (visually distracting, but absolutely necessary) side windows, which I rarely if ever see on concepts. The proof will be in the pudding when the new Impreza debuts at the New York Auto Show later this month. Fingers crossed.