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Jaguar demanding customer data from reluctant dealers

Nearly every major business is collecting consumer data these days, and keeping that data secure has come to the forefront of many customer's minds. Jaguar Land Rover North America's decision to begin requesting more customer info from its dealer network appears unfortunately timed, however. If it had come a few years ago, it might have been ignored, but in today's climate of heightened awareness, a few dealers are pushing back. To put the showrooms in an even tougher position, JLR NA is threatening to deny quarterly incentives if they do not turn over the customer data, according to Automotive News.
JLR NA instated the nationwide plan, which it calls Single View CRM, on February 7, but according to Stuart Schorr, Jaguar Land Rover North America Vice President of Communications, the automaker has been negotiating with its dealers to institute the new program for over a year. Schorr tells Autoblog that no financial information is being shared, noting that such data is limited to customer details, including things like what vehicles they own and whether they have any pending service. The initiative is meant to "improve customers' and owners' engagement with the brand," he said. Also, the company is not accessing dealer data itself; instead showrooms are asked to enter the info into JLR's database.

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 reportedly prepping fully electric F-Pace

Tesla might want to take a look over its shoulder because there could be a cat catching its Model X in a few years. Jaguar reportedly has a fully electric vehicle under development that is possibly based on the upcoming F-Pace crossover, and it could be on sale in Europe as soon as 2018. Autocar cites anonymous "well-placed industry sources" as the foundation for the rumor and believes that Jag's future CUV would be the most likely recipient of the new powertrain. The battery electric technology would reportedly be shared with the brand's partners at Land Rover to keep costs down, and a range of around 300 miles would be the target. The F-Pace is reportedly already being prepped with a number of drivetrain options. JLR's latest 2.0-liter turbocharged four-cylinder and supercharged 3.0-liter V6 are likely choices. However, a hybrid version is rumored, as well. JLR has been taking baby steps towards electrification for quite some time. Perhaps the biggest example was the introduction of the Range Rover Hybrid, but Land Rover has also been rumored to have an EV version of its flagship SUV under development too. The company already tested several electric Defenders, as well. From Jaguar's camp, the automaker recently trademarked the EV-Type name in the US and Europe, and its C-X75 concept had a very interesting hybrid system. The reason for all of this EV development from the Brit brands is to adhere to constricting emissions rules around the world, according to Autocar. The EU is moving to real world testing possibly as soon as 2017, and US regulators continue to work towards cleaning up the cars here, too. News Source: Autocar Green Jaguar Land Rover Emissions Crossover Electric Luxury jaguar land rover jaguar f-pace jlr