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Autoblog Minute: New car customer satisfaction down according to latest ACSI report

Customers have spoken and automobile satisfaction is down in 2015. Autoblog's Chris McGraw reports on this edition of Autoblog Minute. Show full video transcript text [00:00:00] Customers have spoken and automobile satisfaction is down in 2015. I'm Chris McGraw and this is your Autoblog Minute. The American Customer Satisfaction Index or ACSI released its updated numbers and according to the survey, new car buyer satisfaction is down for the third straight year. According to an ACSI press release, customer satisfaction with new automobiles has fallen 3.7 percent, to 79 on its 100-point scale. The ACSI report is based on over 4,100 customer surveys collected in the second quarter of 2015 Sitting at the top of the industry in customer satisfaction is Toyota's Lexus brand with a score of 84. Which was good enough to dethrone Mercedes-Benz, which fell 3% to a score of 83. Of the Big Three, Ford was the only domestic automaker to maintain overall customer satisfaction with its score of 81. General Motors slipped 3% to 79 and Fiat Chrysler had a 5% drop, registering a score of 75 out the possible 100. What's driving this trend of customer dissatisfaction? ASCI points to the rise in recalls and car prices. Where do you land on customer satisfaction spectrum? Sound off in the comments with your thoughts on the current state of car ownership and brand quality. For Autoblog, I'm Chris McGraw. Autoblog Minute is a short-form video news series reporting on all things automotive. Each segment offers a quick and clear picture of what's happening in the automotive industry from the perspective of Autoblog's expert editorial staff, auto executives, and industry professionals. Chrysler Fiat Ford GM Lexus Mercedes-Benz Car Buying Ownership Autoblog Minute Videos Original Video

NHTSA questions FCA's reaction to recalls, will hold public hearing

The US Department of Transportation and National Highway Traffic Safety Administration are holding a public hearing on July 2 to investigate whether FCA US is failing to fix safety problems and issue necessary notices. The agencies also want detailed accounts of the handling of 20 recalls by June 1 as part of a special order. If the Feds determine that the automaker isn't living up to its legal requirements, the result could go as far as a "buy-back or replacement of affected vehicles." "Significant questions have been raised as to whether this company is meeting its obligations to protect the drivers from safety defects, and today we are launching a process to ensure that those obligations are met," NHTSA administrator Mark Rosekind said in the announcement of the hearing. The 20 recalls that the agencies are investigating date from between 2013 and 2015. Just some of these include the action to make the fuel tanks safer on the Jeep Grand Cherokee and Liberty; FCA US' Takata inflator repairs; inadvertently deploying airbags in the Liberty, Grand Cherokee and Dodge Viper; and the company's ignition switch fix for the Chrysler Town & Country, Grand Caravan and Journey. Failure to submit reports about all of these on time could result in a $7,000 per day fine. You can read the whole list in the PDF for the special order. In a statement to Autoblog, FCA US said, "The average completion rate for FCA US LLC recalls exceeds the industry average and all FCA US campaigns are conducted in consultation with NHTSA. The Company will cooperate fully." The government agencies claim that they have received complaints from customers alleging that they weren't notified of recalls; parts not being available; difficulty getting an appointment, and misinformation from dealers. During the hearing witnesses from FCA US, NHTSA and the public have the opportunity to present evidence on each campaign. U.S. DOT Announces Fiat Chrysler Public Hearing and Issues Special Order NHTSA has concerns about 20 recalls and sets public hearing date for July 2 WASHINGTON – U.S. Transportation Secretary Anthony Foxx today announced that the Department's National Highway Traffic Safety Administration (NHTSA) will hold a public hearing to determine whether automaker Fiat Chrysler has failed to remedy safety defects and issue required notices in 20 recalls.

SRT Viper plant idled over slow sales [UPDATE]

The SRT Viper is taking an extended production break later this spring while the factory copes with low demand and gears up for the 2015 model year. Chrysler will idle the Conner Avenue Assembly Plant from April 14 to June 23, and 91 employees there will be laid off during that time. Sales have been slow so far this year, with just 91 Vipers sold in the first two months of 2014 (591 were sold all last year), according to The Detroit News. According to Chrysler, this is all part of the plan for the Viper. The automaker says that the Connor Avenue factory was meant to fluctuate in this way because it only builds one vehicle, and the sports coupe was never meant to be a mass-production vehicle. The company claims that idling the plant will allow it to manage showroom inventories. "Customer and dealer demand for the SRT Viper continues at expected levels," said Chrysler spokesperson Dianna Gutierrez to The Detroit News. SRT hasn't revealed what changes are planned for the 2015 model. This isn't the first time we've heard of the Viper's weak demand. As of October 2013, SRT had hoped to build around 2,000 examples, but only about 1,000 had been made. At that point, officials then revealed production would likely be scaled back. We've contacted the Chrysler for further information, and we'll update this post if and when we hear back. UPDATE: Chrysler has passed along this official statement regarding the plant idling: Chrysler Group confirms that its Conner Avenue Assembly Plant will be down, beginning the week of April 14. Production will resume the week of June 23. Ninety-one UAW-represented employees will be laid off during this time. The SRT Viper is a hand-crafted American exotic car that is designed for a specific consumer that values performance, style and exclusivity. It has never been intended to be a mass-production vehicle as less than 29,000 vehicles have been produced in the past 20 years. The ability to increase and decrease production at the Conner Avenue Assembly Plant allows the company to continue to meet our customers' desire to keep these special cars exclusive. We will be able to take advantage of this transition to manage dealer inventories.