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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

Weekly Recap: Hackers demonstrate auto industry's vulnerability

There's always been a certain risk associated with driving, and this week cyber security came into focus as the latest danger zone when researchers demonstrated how easily they could hack into a 2014 Jeep Cherokee from across the country. The incident raised concerns over the vulnerability of today's cars, many of which double as smartphones and hot spots. During the now-infamous experiment, Chris Valasek and Charlie Miller infiltrated the Jeep's cellular connection and were able to control the infotainment system, brakes, and other functions. The hackers told the Jeep's maker, FCA US, of their findings last year, the company devised a software fix. Though Valesek and Miller hacked a Cherokee (like the one shown above), several FCA products, including recent versions of the Ram, Grand Cherokee, Dodge Durango, and Viper were also affected, illustrating potentially wide exposure that could reverberate across the sector. "For the auto industry, this is a very important event and shows that cyber-security protection is needed even sooner than previously planned," Egil Juliussen, senior analyst and research director for IHS Automotive, wrote in a research note. "Five years ago, the auto industry did not consider cyber security as a near-term problem. This view has changed." Hours after the Cherokee hacking incident was publicized on Tuesday, Sens. Ed Markey (D-Mass) and Richard Blumenthal (D-Conn) introduced legislation to direct the National Highway Traffic Safety Administration and Federal Trade Commission to establish national standards for automotive cyber security. The bill also would require vehicles to have a cyber-rating system to alert consumers how well their cars' privacy and security are defended. "Drivers shouldn't have to choose between being connected and being protected," Markey said in a statement. "We need clear rules of the road that protect cars from hackers and American families from data trackers." Though FCA and its Jeep Cherokee were in the spotlight this time, they were just the latest to showcase how automotive technology has advanced faster than safety and regulatory measures. IHS forecasts 82.5 million cars will be connected to the internet by 2022, which is more than three times today's level. "Cyber-security will become a major challenge for the auto industry and solutions are long overdue," Juliussen said.

Ford expands air bag recall nationwide

Ford Motor Co. has agreed to government demands to expand a driver's side air bag inflator recall to the entire U.S. The move announced Thursday adds 447,000 Ford vehicles to the list of those recalled due to driver's inflators made by Japan's Takata Corp. The inflators can explode with too much force, spewing shrapnel into drivers and passengers. Ford's action puts pressure on BMW and Chrysler, the only two automakers that haven't agreed to national recalls. The National Highway Traffic Safety Administration made the demand of five automakers, saying the inflators are dangerous. Honda and Mazda already took their recalls national. Previously the recalls were limited to high-humidity states mainly along the Gulf Coast. The Ford national recall covers certain 2005 to 2008 Mustangs and 2005 and 2006 GT sports cars. The company also announced it would recall the same cars in Canada, Mexico and a few other countries. Thursday's announcement brings to just over 502,000 the number of Ford vehicles under recall for Takata driver's side air bags. The company said it knows of one accident and injury from the problems, in a 2007 Mustang in North Carolina. Dealers will replace the inflators at no cost to customers. Last month, NHTSA demanded that Takata and the five automakers recall driver's inflators across the nation.Takata and Chrysler have refused and could face legal action. BMW says it's still evaluating the demand. Takata hired the New York public relations firm Sard Verbinnen & Co. and took out full-page advertisements Thursday in newspapers including The New York Times, The Wall Street Journal and three German publications. The ads, featuring a letter from Chairman and CEO Shigehisa Takata, said the company will work with NHTSA and automakers to expand the recalls by increasing production capacity for replacement air bags. The company said it's exploring whether other companies' air bags can be used in replacement kits, and it's increasing testing to find the exact cause of the problems. "Takata will work in unison with automakers to advance our common goal of putting the safety of customers first," the letter said. But in documents filed with NHTSA, Takata refused to do a national recall, saying it's not supported by testing data. The company also said NHTSA didn't have the authority to order a parts supplier to do a recall, and that only automakers can conduct them.