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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.

NHTSA is investigating FCA shifters for roll-away accidents again, this time the rotary units

It seems FCA's shifter troubles aren't over yet. Now, just a few months after issuing a recall to resolve user-related issues with its monostable shifters, the company is again under investigation by NHTSA. The issue is related to the potential for cars to roll away when the rotary-style shifter is not properly placed in park. Two FCA models are the subject of this investigation: the 2013–2016 Ram 1500 and the 2014–2016 Dodge Durango. NHTSA estimates about 1,000,000 vehicles would be affected if a recall is issued. The investigation was started following 43 complaints of vehicles rolling away while supposedly being in "park." Among the complaints were reports of 25 crashes and 9 injuries. NHTSA does point out that in every incident, the parking brake was not engaged. A representative from FCA also gave us an official statement regarding the investigation: "FCA US is cooperating fully with NHTSA's investigation, the scope of which is limited. Other vehicles equipped with rotary shifters are not included. In accordance with prudent practice, the Company joins NHTSA in urging all drivers to use their vehicles' parking brakes." View 35 Photos As mentioned above, other Chrysler products with rotary shifters, such as the Pacifica minivan and 200 sedan, are not involved in this investigation. One of the key differences, as the representative told us, is that these vehicles have electronic parking brakes that automatically engage if the driver does not select park and then opens the door with the seatbelt unbuckled. The Ram 1500 and Durango feature mechanical, manually operated parking brakes and therefore cannot activate the brake automatically. Because this is currently an investigation, an exact cause for the incidents has yet to be determined, and none of the vehicles have been recalled. It's possible there could be a mechanical defect. However, the issue could be a confusing interface causing user error, as was the case with FCA's monostable shifters, where drivers think they've put the car in park but actually haven't. Something that indicates it could be a case of confused users is that NHTSA also opened an investigation into 2012–2014 Jaguar XF and Land Rover Range Rover Evoques for similar issues. Both vehicles use a rotary shifter and have had roll-away complaints levied as well. Even if it is a case of user error, FCA and Jaguar Land Rover may still have to recall their vehicles.

Jaguar Land Rover to cut thousands of UK jobs

LONDON — Britain's biggest carmaker Jaguar Land Rover (JLR) is set to cut thousands of jobs as the company faces lower demand in China and a slump in sales of diesel cars in Europe. The central English firm builds a higher proportion of its cars in Britain than any other major or medium-sized carmaker and has also spent millions of pounds preparing for Brexit, in case there are tariffs or customs checks. Britain's business minister Greg Clark said on Thursday it is clear why a no-deal Brexit would add to the problems with further costs and disruption. JLR lost 354 million pounds ($450 million) between April and September 2018 and had already cut around 1,000 roles in Britain, shut its Solihull plant for two weeks and announced a three-day week at its Castle Bromwich site. Its Chief Executive Ralf Speth warned in September that the wrong Brexit deal could cost tens of thousands of car jobs and posed a threat to production at the automaker. The Tata Motors-owned company, which employs around 40,000 people in Britain and has boosted its workforce at new plants in China and Slovakia in recent years, unveiled plans to cut costs and improve cash flows by 2.5 billion pounds last year including "reducing employment costs and employment levels." Those cuts will be "substantial" and run into the thousands, the source told Reuters. "The announcement on job losses will be substantial, affecting managerial, research, sales, design," said the source, who spoke on condition of anonymity, not affecting production-line staff "at this stage." The company declined to comment when contacted by Reuters on Thursday. Ford also said on Thursday it will cut thousands of jobs in Europe, exit unprofitable markets and discontinue loss-making vehicle lines as part of a turnaround effort aimed at improving profit margins in the region. Brexit warnings JLR, which became Britain's biggest carmaker in 2016, had been on course to build around 1 million vehicles by the turn of the decade, reported on Thursday a 4.6 percent drop in full-year sales to just under 600,000 vehicles. Demand in China, which had once been one of its strongest countries but has since been hit by a slowdown, fell by 21.6 percent, the biggest drop of any of its markets. "The economic slowdown in China along with ongoing trade tensions is continuing to influence consumer confidence," said Jaguar Land Rover Chief Commercial Officer Felix Brautigam.