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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.

Weekly Recap: Lamborghini fires on all cylinders

Lamborghini added 192 technicians and specialists in 2014 as the Italian automaker expands under the ambitious growth strategy of parent company Volkswagen AG. The additional workers helped Lamborghini increase its sales 19 percent last year to 2,530 supercars, and further expansion is planned for this year. Lambo has added more than 500 people in the last four years, bringing its headcount to 1,175. "Lamborghini is undergoing a strong phase of growth in both sales and in terms of recruitment," CEO Stephan Winkelmann said in a statement. "We invest significantly in our people ... in 2015 we plan to hire further." The supercar maker's solid performance last year came during a time of transition. Lambo sold off the final 265 Gallardos, which were the brand's best-selling models ever. Its 10-cylinder successor, the Huracan, immediately filled the void. It garnered 3,300 orders, and 1,137 of them were delivered in 2014. The other Lamborghini, the 12-cylinder Aventador, saw its sales increase 13 percent to 1,128 copies. The sales leap comes as Volkswagen drives sales expansion across its portfolio of brands. The German carmaker sold 10 million vehicles around the world for the first time last year. Though Lambo will never make supercars in great numbers, it is expected to contribute to VW's bottom line through its image and profitable sales. Look for further growth this year, and a Super Veloce version (shown above) of the Aventador has already been spotted during testing. Lamborghini has been working on a sport utility vehicle for years, though the company has never publicly approved the project. It also showed a hybrid, the Asterion, at last year's Paris Motor show, suggesting the automaker is considering an electric future. Other News and Notes GMC ponders Jeep Wrangler fighter GMC is considering adding a competitor to the Jeep Wrangler and has discussed the idea with its dealers, according to the Wall Street Journal. Details of the vehicle are unclear, but the report suggested the vehicle could have cues from General Motors' old Hummer brand. The move would broaden GMC's lineup of trucks and SUVs and attract new customers. GMC sold 501,853 vehicles in 2014, making it GM's second-best selling brand. GMC had more volume than Cadillac and Buick combined, though it's still well behind Chevrolet's tally of more than two million vehicles. The notion of a "Wrangler fighter" could be a moving target.

GMC's Denali offerings are going great guns

The Denali trim that GMC uses to denote its top-of-the-line vehicles was introduced back in 1999, partly as a way to challenge the recently introduced Lincoln Navigator. Fifteen years later, and with GMC the tenth-largest US automotive brand by itself Denali has become a sub-brand that keeps the cash registers ringing at the Renaissance Center HQ. While GMC increased sales by 9 percent in 2013, TheDetroitBureau.com reports that that Denali sales rose by 20 percent.
There are currently five Denali models in the GMC line, with the Denali trim available on all but its commercial vans. In 2010, when the now-discontinued Yukon XL Hybrid was also on sale, GMC sold 32,886 units of its top trim. Last year, that number had increased to 75,558, with almost no help from traditional marketing spends. Go to YouTube and search for "GMC Denali commercials" - the few actual commercial results are from years ago. GMC marketing director Roger McCormack tells TheDetroitBureau.com, "It's largely all been organic."
As sales have grown, so has the tide of money GMC rakes in from the additional luxury features on Denali models. The 2015 Chevrolet Tahoe starts at $44,600, yet its 2014 Yukon Denali doppelganger starts at $58,320, pricing that includes additional features like the larger 6.2-liter V8, nicer interior, head-up display and magnetic ride control suspension. The Yukon XL Denali starts at $60,965, but the article says the "average customer" likely to spend "up and above $70,000" to take one home. How does that happen? On a top-trim Tahoe LTZ, the top-tier wheel option is a set of 20-inch chrome wheels for $400; on the 'base' Yukon Denali you can swap for a set of 22-inch chrome alloys for $2,995. Add it up, and an analyst at AutoTrends Consulting said that kind of margin "epitomizes the concept of obscene profitability." We say when it comes to Denali, GMC appears to stand for "Grabbing More Cash."