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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.

Jaguar appoints Joe Eberhardt as North American President

Jaguar Land Rover North America has appointed a new president, Joachim Eberhardt. The German exec, 50, had previously done stints at Chrysler Group, DaimlerChrysler UK, Mercedes-Benz USA and Daimler-Benz.
Eberhardt joins JLR NA in a good, but challenging time for the company. It's fresh off the launch of the Range Rover Sport and Jaguar F-Type, which have been subject to rave reviews, and its overall sales are up 21 percent over 2012. Still, as Automotive News points out, the two manufacturers face a fight to become the equal of A-list competitors like BMW and Mercedes in the eyes of consumers.
"Joe brings a proven industry track record and valuable global leadership experience in luxury sales, service and marketing. We look forward to Joe leading our North American team in working with our retail networks to further grow the business and better serve our customers," JLR's group sales operations director, Andy Goss, said.

All Jaguars and Land Rovers to get diesel engines... almost

Virtually all Jaguar and Land Rover vehicles – except the F-Type sports car – will get a diesel engine option in the next three years, the company confirmed Sunday night at an event before the Detroit Auto Show. The aggressive blitz begins this fall, when the 2016 Range Rover and Range Rover Sport will launch with available turbocharged 3.0-liter V6 diesel engines. They will push out 254 horsepower and 440 pound-feet of torque, while returning fuel economy of up to 28 miles per gallon on the highway. The combined rating in city and highway driving will be 25 mpg. The Rovers will be followed in 2016 by the XE sedan and F-Pace crossover, which will offer the 2.0-liter turbodiesel four-cylinder engines, in addition to gasoline units. The diesel-powered XE is expected to get at least 40 mpg on the highway, Jaguar Land Rover North America CEO Joe Eberhardt said. The oil-burners are expected to offer 20-to-30 percent improvements in fuel economy compared with gasoline engines, depending on the vehicle. JLR's announcement comes as gasoline prices have plummeted in the United States, and regular fuel costs about $1 less than a gallon of diesel, according to AAA research. Still, the company is taking the long view, and Eberhardt said diesel engines offer greater performance and range than other options. JLR expects about 20 percent of its customers will opt for diesel engines. "We strongly believe this is what our customers will want, regardless of the fluctuations in gas prices," he said. JAGUAR LAND ROVER DEBUTS DIESEL POWER OFFERINGS, JAGUAR XE AND ANNOUNCES PLANS FOR PRODUCTION OF AN ALL-NEW JAGUAR PERFORMANCE CROSSOVER AT 2015 NORTH AMERICAN INTERNATIONAL AUTO SHOW • Jaguar Land Rover to introduceadvanced, highly fuel-efficient, clean-diesel powertrain options on virtually every Jaguar and Land Rover model sold in North America • The Jaguar F-PACE performance crossover to join Jaguar lineup in 2016 • Land Rover Range Rover HSE Td6 and Range Rover Sport HSE Td6 debut in U.S.; on sale in 2015 • North American debut of the Jaguar XE at NAIAS 2015 • Jaguar Land Rover announces global sales up 9% in 2014 (MAHWAH, N.J.) – January 11, 2015 – Jaguar Land Rover confirms several new vehicle announcements today including an all-new model to the Jaguar lineup, the Jaguar F-PACE, and diesel power options for most of its luxury line up, beginning with the 2016 MY Range Rover and Range Rover Sport luxury SUVs.