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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.

2015 Dodge Viper GTC available in 25 million no-cost combos with 1 Of 1 bespoke program

What's the one thing no car can have too much of? Here's a hint – it's not power. It's not efficiency, either, or technology, or even safety. It's exclusivity. It's one reason Rolls-Royce has become a legend building absolutely bespoke motor vehicles, and it's the reason Dodge, of all companies, is offering a new GTC trim level for its Viper supercar. Now, you might be asking what's so special and exclusive about a trim level? Well, in the Viper GTC's case, it gives owners access to a catalog of 8,000 shades of paint for the exterior, 24,000 "hand-painted" custom stripe patterns, 10 different wheel options, 16 interior trims and no fewer than six aerodynamic packages. That results in 25 million different configurations for the 645-horsepower snake. Most shockingly, the customization choices come at no additional cost on the GTC model. And it's only the start. Ordering a GTC will enroll customers in a unique VIP program called Viper Concierge, which according to Dodge, "offers an exclusive point of contact throughout the custom Viper build process." In other words, buyers will be given the means to stay right on top of their car's production, through the 140-to-160-hour painting process, which itself will be fully documented with pictures and through a mobile-friendly website, to the actual construction of their GTC. The Concierge process will start with the ordering stage, which will include Dodge sending customers a paint chip showing the owner's custom choosing, which they can confirm or refuse. Shortly thereafter, Dodge will send buyers a 1:18-scale "speed-form" replica in their chosen custom colors, once again to confirm or deny the build. Once the buyer's color and option selection is locked-in, that car becomes a one-of-one Viper for that year – no other buyer will be permitted to build a Viper to the same specifications. The concierge service also grants access to the Viper Ambassador Owner's Portal, where orderers can track their car's build process, receive weekly updates and share their excitement with (jealous) friends and family. And once the car is complete, it will be fitted with a custom dash plaque identifying its bespoke provenance – the owner can choose to have their name put on the badge, the car's nickname, or whatever they wish (Dodge will also ship each Viper with a second blank plate to include if the original owner sells the car).

2014 Dodge Durango Ron Burgundy ads already have 2.7M views [w/videos]

The guy who once made the Dodge Stratus a punchline of sorts is now a spokesman for the 2014 Dodge Durango, and the move appears to be paying off handsomely for Dodge. Will Ferrell, acting as 1970s-era TV news personality Ron Burgundy, has teamed up with the automaker for co-branded advertisements between the refreshed 2014 Durango and Ferrell's new movie, Anchorman 2: The Legend Continues. Like Ferrell's fictional character, the ads are outrageous, flamboyant and a bit random. They're also successful: Automotive News says that more than 2.7 million people have already watched the videos since they debuted on October 5.
Those views are similar to the numbers that AN's top viral video of the year (e.g. Volkswagen's "Get Happy" Super Bowl ad) received, but there will eventually be as many as 70 videos comprising the Burgundy-Durango spots. According to the report, the videos were created primarily as a viral campaign online, although some are airing on television, too. For Dodge's part, the cost of the videos was significantly lower than a usual television campaign thanks to the fact that Ferrell wasn't paid for the spots since they were made in cooperation with promotional efforts for his new movie.
We've already posted a few of the videos in our previous post, but scroll down for several more - and head over to Adweek for a little added background on how these spots came to be.