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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.

2016 Kia Sorento First Drive

Teenagers are awkward, predictably provocative and generally horrible to be around – at least unless you, yourself are one. There's just something about those angst-ridden years spent trying on identities, none fitting quite right. Luckily for Kia, the automaker has just celebrated its 20th birthday in America, and fresh out of the driver's seat of its 2016 Sorento – dare we say it – we sense a touch of self-assured maturity. Don't worry; we expect the automaker's antics – including super-freak athletes jumping over an Optima at the NBA All-Star game and the employment of urban hamsters – to continue. Thankfully, offering unremarkable vehicles in pretty competitive segments seems officially a thing of Kia's history e-book. To be fair, we've seen a pleasing Korean Renaissance for a few years now, and we're not just talking hot pots and bulgogi – 2015 Hyundai Genesis, anyone? Kia Optima SX? Soul? So where exactly does this third-gen 2016 Sorento fit in? Actually, we're not sure Kia knows that either; its product planners tell us that this miraculous crossover competes with variously sized vehicles including the compact Jeep Cherokee, markedly larger Grand Cherokee, and even the family-hauling three-row Toyota Highlander. But Kia is also not completely off its rocker, because the Sorento suffers (benefits?) from severe bipolar disorder in terms of pricing. While you can get a base L model for $25,795 after delivery – there are five trim levels including L, LX, EX, SX, and top-of-the-line SXL – the fancy SXL 2.0T with all-wheel drive we tested was priced at $45,305. That's a difference of almost $20k, with the latter model reaches a completely different, almost premium demographic. And there's more. Sometimes the Sorento seats five, other times it can party hard with seven. There are three very different engine flavors to choose from: a carryover 2.4-liter four-cylinder will greet entry-level buyers with 185 horsepower and 178 pound-feet of torque. A meatier V6 – good for 290 hp and 252 lb-ft – will come on three-row models only, while the new 2.0-liter turbocharged four option, good for 240 horses and 260 lb-ft comes on two-row models exclusively. Kia will offer all-wheel drive on all Sorento models.

2017 Kia Sportage First Drive

It's hard to get excited about most mainstream crossovers, but the truth is this is one of the hottest segments of the market right now. The automotive space is saturated with a glut of these profit-making, two-box, semi-practical, soft-roading vehicles, and the tide isn't likely to abate soon. At first blush, Kia's redesigned 2017 Sportage isn't the most eye-catching of new products, but it's poised to do very well in the ongoing CUV wars. Progress in this kind of battle is often measured in inches of space, and the 2017 Sportage grows both inside and out. The new Kia measures the same 73 inches wide as its predecessor, but it gains 1.2 inches on the wheelbase, and 1.6 inches in overall length. There's more room overall for passengers, and there's 18-percent greater cargo space in back. Plus, the luggage floor can be moved down into a lower position to make more vertical space when needed. The Sportage was penned by renowned designer Peter Schreyer (he of first-gen Audi TT fame), but the end result is a bulbous-looking crossover, especially when viewed from the front – it's like a chipmunk with too many acorns in its cheeks. The "tiger-nose" grille – a hallmark of Schreyer – was moved up to accommodate the "ice-cube" fog lamps, while the headlights sweep back along the sides of the car. The A and C pillars are thinner, allowing occupants better visibility from inside the car, but from the outside, the rear three-quarter view looks blocky and cut up. The rear doesn't seem to match the rest of the car, either – it's more svelte and understated. Looking past its exterior design, the new Sportage is marginally, uh, sportier, thanks to a new, lighter, stiffer body, a redesigned suspension, and new engine tuning. Kia is mostly chasing improved fuel efficiency with its latest powertrain updates, as both engines have slightly lower outputs than their predecessors but have marginal improvements in fuel economy. The entry-level 2.4-liter inline-four (same as the Optima and Sorento) puts out 181 horsepower and 175 pound-feet of torque – decreases of only 1 hp and 2 lb-ft – and can be had with front- or all-wheel drive. Step up to the top-of-the-line SX Turbo and you get a 2.0-liter turbo-four that puts out 240 hp and 260 lb-ft of torque (that's 20 hp and 9 lb-ft less than before). Kia estimates the 2.4/FWD combination will return 23 miles per gallon city, 30 mpg highway, and 26 mpg combined, while the 2.0T/AWD will score 20/23/21.