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2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.

Is Audi getting complacent and suffering from brain drain?

The argument is made in a Reuters article: Audi is falling behind other luxury brands, such as Mercedes-Benz and BMW, due to a lack of research-and-development spending and "brain drain," or the migration of top executives and R&D chiefs to other parts of the Volkswagen Group. Reuters notes that Audi's current R&D chief is the third in 16 months.
Audi, which contributed to 40 percent of VW Group's $11.6 billion in profit the first nine months of the year, is delivering cars at a record pace: 1.31 million were delivered from January to October 2013 versus BMW's 1.35 million. Yet Audi, Reuters reports, doesn't have a halo car akin to BMW's new electrified i3 and i8 or an answer to Mercedes' plug-in-hybrid S-Class, and the R&D spending at Audi is less than BMW and Mercedes by a fair margin. It's noted in the article, however, that Audi benefits from other R&D spending within VW Group.
Reuters mentions that BMW "trumpets its new 'i' series" and the new Mercedes CLA and GLA ranges are winning "rave reviews" as part of its argument that Audi's recent lack of technological innovation could hurt future sales. Those cars do pack tons of new technology, some of which are firsts for mainstream production cars. But last time we checked, the i3 could be causing BMW's stock to slide, the CLA isn't receiving the rave reviews that Reuters would have you believe and the GLA hasn't been reviewed yet.

Recharge Wrap-up: first Chevy Volt hits 200K miles, DriveNow launches in London with BMW i3 on deck

The first Chevrolet Volt has driven over 200,000 miles. According to the owner, Erick Belmer, the car, which he purchased on March 28, 2012, is "holding up flawlessly" with "no noticeable battery capacity loss." Belmer has a commute of about 220 miles per day, rotates his tires every 10,000 miles, and gets an oil change every 38,000 miles. Belmer still loves driving his "dream car" every day, and says it is "wonderfully engineered." Read more at Inside EVs. DriveNow has launched in London, and will include the BMW i3 as part of its carsharing fleet. Daimler shut down its Car2go operations there just six months ago. Currently, DriveNow members have access to the BMW 1 Series and Mini Countryman, but come spring of 2015, DriveNow, which is a joint venture between BMW and Sixt SE, will add 30 all-electric i3 EVs to its London service. DriveNow's rates for London are set at 39 pence per minute, with an hourly maximum cost of GBP20 (about 61 US cents and $31, respectively). The service currently operates in the boroughs of Islington, Haringey and Hackney, with hopes of expanded service in the near future. Read more at Hybrid Cars or at Reuters. FIA's Formula E electric racing championship series received the Autosport award for Pioneering and Innovation. The award ceremony was a black-tie event at the Grosvenor House Hotel in London. Formula E CEO Alejandro Agag accepted the award. "Many people in motorsport, when we started Formula E, didn't think we would make the first race," says Agag. "To announce we were doing a championship with cars that didn't then exist was a real challenge. But after that first race in Beijing, everything worked." Read more at Formula E's website. The Nissan Leaf has driven over a billion collective kilometers. That's more than 621.3 million miles. Nissan said in August that it expected to reach that mark by January, and it has done just that. To celebrate, Nissan Europe has created a video to thank its 147,000 Leaf drivers to bring the car to that substantial milestone in less than four years. Check out the video below. Featured Gallery 2014 Chevrolet Volt View 11 Photos Related Gallery 2014 BMW i3: First Drive View 33 Photos Related Gallery 2013 Nissan Leaf: First Drive View 15 Photos News Source: Inside EVs, Hybrid Cars, Reuters, Formula E, YouTube: Nissan EuropeImage Credit: Chevrolet Green BMW Nissan Transportation Alternatives Electric Racing Vehicles recharge wrapup