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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.

Performance doesn't matter anymore, it's all about the feel

We've just had a week of supercars and high-end EVs revealed. Many of them boast outrageous performance specs. There were multiple vehicles with horsepower in the four-figure range, and not just sports cars, but SUVs with 0-60 mph times under 3.5 seconds. And it's not just a rarified set of supercar builders, comparatively small tuners are also building this stuff. Going fast is easy nowadays and getting easier. So what will distinguish the greats from the wannabes? It's all about how a car feels. This may seem obvious. "Of course it matters that a car should have good steering feel and a playful chassis!" you say. "Why are you being paid for this stuff?" But a lot of automakers have missed the memo. This past week I spent some time in a BMW M4 Competition convertible, and it's a perfect example of prioritizing performance over experience. It boggles my mind how a company can create such dead and disconnected steering; the weight never changes, there's no feel whatsoever. The chassis is inflappable, but to a fault, because it doesn't feel like anything you're doing is difficult or exciting. The car is astoundingly fast and capable, but it feels less like driving a car and more like tapping in a heading on the Enterprise-D. I also happened to drive something of comparable performance that was much more enjoyable: a Mercedes-AMG GT. It was a basic model with the Stealth Edition blackout package, and even though it had a twin-turbo V8 instead of a six-cylinder, it only made 20 more horsepower. The power wasn't the big differentiator, it was (say it with me) the feel. While not the best example, the steering builds resistance as you dial in lock, giving you a better idea of what's happening up front. Pulses and vibrations come back to you as you move over bumpy pavement in corners. The chassis isn't quite as buttoned down, either, providing a little bit of body roll that tells you you're pushing it. It's also easier to feel when the car is wanting to understeer or oversteer, and how your throttle and steering inputs are affecting it. The whole thing is much more involving, exciting and fun. 2021 Mercedes-AMG GT Stealth Edition View 8 Photos That's also to say nothing of the Merc's sounds. That V8 is maybe not the best sounding engine, but its urgent churn through the opened-up exhaust gets your heart racing. It also seems like it's vibrating the whole cabin, so you feel it as much as you hear it.

Ram exec: first 30-mpg pickup truck will 'win'

It is totally possible, today, to take the Ram 1500 EcoDiesel pickup truck, load it up with gear and people, and drive it from Texas to Michigan while getting 38 miles per gallon. We know because we did it. Officially, though, the 1500 gets just 20 mpg combined. A more impressive number is the 28 mpg on the highway. Bob Hegbloom, the Ram brand director, thinks that there's a more important fuel economy target to hit: 30 mpg. Whichever truck company can manage that feat, he recently told Automotive News, "wins." It's kind of an obvious thing to say, but in the 1500 with both the EcoDiesel and the V6 Pentastar engine, Hegbloom said, "fuel economy is so important." Hegbloom didn't promise that the next EcoDiesel truck will manage to get on up over the 30 hump, but he did say that Ram is not sitting still when it comes to fuel economy. "I just want to have continuous improvement and to keep gaining every day," he said. "We sat still in the past and it doesn't lead to a great place."