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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.

GM seatbelt recall affects over 1m Silverados and Sierras

The Basics: General Motors will recall 895,232 examples of the 2014-2015 Chevrolet Silverado and GMC Sierra 1500 pickups in the US. The campaign will also affect the trucks in markets worldwide, and the total number the company will recall is 1,037,982. The Problem: A steel cable connects the seatbelt to the vehicle, but over time repeated bending can cause the part to fatigue and separate. Injuries/Deaths: None reported. The Fix: Dealers will enlarge the side shield opening and install a pusher bracket on the tensioner. Technicians will also replace the entire tensioner assembly if necessary. If You Own One: GM will contact owners about the recall. The company hasn't said when those notifications would begin. More Information: There are still about 3,000 new examples of these older pickups at dealerships. Until mechanics fix the problem, these vehicles are subject to a stop-sale. Similar problems have affected the General's vehicles in the past. In 2015, the company recalled over 400,000 units of the 2011-2012 Chevrolet Malibu for fatiguing cables. It also hit over a million Lambda platform crossovers in 2014. GM Recalling Certain 2014-15 Pickups to Repair Seat Belts DETROIT – GM is voluntarily recalling 895,232 model year 2014-15 Chevrolet Silverado and GMC Sierra 1500 pickups in the United States because the flexible steel cable that connects the seat belt to the vehicle can fatigue and separate over time as a result of the driver repeatedly bending the cable when entering the seat. This issue was discovered through warranty data, and there have been no reports of crashes, injuries or fatalities related to this issue. For trucks in the field, dealers will enlarge the side shield opening, install a pusher bracket on the tensioner, and if necessary, replace the tensioner assembly. The recall in the United States includes a stop-sale of approximately 3,000 new 2014 and 2015 model year pickups still on dealer lots. Dealers will repair the vehicles prior to delivering them to customers. Customers will be notified by General Motors. They also can look up their vehicle identification number (VIN) at either https://vinrcl.safercar.gov/vin/ website or at https://my.gm.com/web/portal/ownercenter to see if their vehicle is part of the recall. GM also will voluntarily recall and repair these models in other countries where they are sold, including Canada, Mexico, and several countries in Latin America and the Middle East.

Watch GM's new pickup crash its way to five-star NHTSA ratings

General Motors has just scored a big win with its Chevrolet Silverado and GMC Sierra pickup trucks, acing the National Highway Traffic Safety Administration New Car Assessment Program. The two full-size trucks had already netted a five-star Overall Vehicle Score in their crew-cab variants, but the new testing certifies them as five-star trucks in both regular and double-cab bodystyles, so GM's trucks offer top ratings across the board.
"Our incredibly capable trucks have been engineered to be some of the safest," Gay Kent, GM's general director of Vehicle Safety and Crashworthiness said. "We've designed the vehicle structure, strategically placed high-strength steel and developed the occupant restraint system to achieve high levels of safety performance."
The scores mark the Silverado and Sierra as the first pickups to net five-star scores since NHTSA beefed up their testing regime in 2011, a nice feather in GM's cap as it continues to slug out the pickup truck wars with crosstown rivals Ford and Ram.