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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.

2013 Jaguar XJ AWD

Even though this year's winter has gotten off to an abnormally slow start for most of North America, Jaguar has shown the world it means business by launching its all-new Instinctive All Wheel Drive system in Montreal, Canada. Designed primarily for consumers in the Northern US and Canada, Jaguar put us on the same snowy, slushy and icy roads that many of its buyers will have to deal with. Rather than making declawed versions of the XJ and XF, Jag says this system enhances the performance abilities of its sedans when desired while still making them as fun to drive as their rear-wheel-drive counterparts. We had a chance to test out both the XF AWD and XJ AWD, but we spent most of our time behind the wheel of the flagship XJ, driving it on the open roads as well as a few closed courses.
Considering the lengthy and convoluted history of the Jaguar brand - including a stint as a member of Ford's defunct Premier Automotive Group alongside Volvo and Aston Martin - it is rather surprising that the automaker is just now getting around to introducing an all-wheel-drive system intended for widespread use, but the new Instinctive AWD will finally allow the XF, XJ and other future products to better compete against the likes of Mercedes-Benz 4Matic, BMW xDrive and Audi Quattro. In the XJ, Jaguar expects the AWD models to account for around 40 percent of the product mix nationwide and a little bit more (50 percent) for the XF, but in the northern states, it expects around 80 percent of XF sales to be AWD variants.
Instinctive AWD is rear-biased and operates as full rear-wheel drive in good weather, but when the road conditions turn slick, the system can split engine power 50:50 between front and rear axles using a center transfer case.

Jaguar hints at what might become of XK after F-Type's arrival

Jaguar may move the company's XK further upmarket following the introduction of its forthcoming F-Type. The newcomer to the range easily shoulders the burden of carrying the Jaguar sportscar mantle, freeing up the XK to evolve in another direction. While speaking with Autocar, Jaguar Design Director Ian Callum said there's an opportunity to grow the grand tourer both in size and luxury.
Whether that means the vehicle will retain its two-plus-two seating configuration or swell to offer buyers even more space remains to be seen. Either way, the future will likely see the XK soften its claws moving forward. And that's no bad thing. Jaguar has a long history of building luxurious grand tourers more content to soak up miles of highway than bounce from apex to apex.
What else is in store for the brand? Callum seems to have kept his cards close to his chest, refusing to acknowledge ongoing rumors of a Jaguar crossover beyond saying the brand "had to take notice" of the popularity of the luxury SUV market.