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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.

Going high-tech, the 4x4 way

Is It An Off-Road Adventure Or Just A Walk In The Park?
I remember having to get out and lock hubs and shift into neutral to engage low range.
Coming off press previews of the 2013 Land Rover Range Rover and the 2014 Jeep Grand Cherokee that involved some heavy-duty off-road rock climbing, I'm simply amazed at the capabilities that these vehicles possess. But even more impressive (or troubling depending on your perspective) is the relative ease with which you can operate these vehicles in seemingly impossible terrain.

Jaguar Land Rover Special Vehicle Operations could build standalone models

Jaguar Land Rover may be set to turn its Special Vehicle Operations division into something much bigger than a mere in-house tuner. Bloomberg spoke to the head of JLR's high-performance, customization outfit, John Edwards, who hinted that his team may move beyond simply modifying F-Types, Range Rovers and the like. "We're certainly looking at that, and we've got the capability to do that," Edwards told AN. "Is there an opportunity for us to do a completely standalone car? Maybe." Such a move into full-scale, standalone models would be a big step, particularly for a division that's still kind of in its infancy. Bloomberg references the success of Mercedes-AMG, but the German division has had the benefit of decades of growth. AMG spent years and years building high-performance versions of all manner of mainstream Mercedes vehicles, before moving onto cars like the SLS AMG and AMG GT, which have no mainstream analog. In other words, AMG had a long time to develop a reputation building high-performance vehicles that people know and recognize before it moved into building vehicles of its own. We aren't entirely convinced that SpecOps wouldn't benefit from taking a similar approach, delivering additional SVR vehicles, like the rumored XE SVR, before striking out on its own. We'd like to know what you think, though. Is it already time for Special Vehicle Operations to build standalone models, or should it learn to walk before it runs by modifying more of Jaguar Land Rover's existing product. Have your say in Comments. Related Video: