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Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

Subaru PHEV possible next year, pure EV in 2021

Despite what its larger competitors are doing, Subaru has avoided the draw to create its own electric vehicle. Tighter emissions regulations around the globe, though, have the company reconsidering its options. The company is pouring a record amount of money into research and development, according to a report from Bloomberg, and that includes EV technology. Also, Subaru could introduce a plug-in hybrid as early as next year, and an all-electric vehicle by 2021. Subaru CEO Yasuyuki Yoshinaga tells Bloomberg that the company doesn't need a dedicated platform for battery-powered cars, and will likely put plugs into existing models. This way, the automaker doesn't have to partner with another company beyond finding a supplier for the motor and battery, and can extract the full value out of its current nameplates. A previous report suggests that Subaru would electrify the Outback or the Forester, but Yoshinaga doesn't confirm this in his interview with Bloomberg. Instead he uses a model that recently ditched its hybrid version in a hypothetical example: "If there's already an attractive Subaru model, for example the XV crossover, and if a customer in Beijing wants one but is only allowed to buy an electric vehicle, if there's no electric version then he can't buy it. Providing the choice of an EV means the customer can still desire the same Subaru." As for sourcing the battery, Yoshinaga says that a decision would have to come in about a year, and Panasonic and Samsung are possibilities. In addition to EVs, Subaru will use some of its $1.2 billion in funds set aside for R&D for the year ending in March, 2018 on driver assist technology, autonomous driving, and connected vehicles. Related Video:

Subaru recalls 48.5k Legacy, Outback models for steering defect

The Basics: Subaru is recalling 48,500 Legacy sedans and Outback CUVs from model years 2016 and 2017. The Problem: According to the NHTSA bulletin, the steering column in affected vehicles may not have been machined properly. This could cause the angle of the steering wheel to have no impact on the direction of travel – the wheel will turn and the car won't. Injuries/Deaths: Neither Subaru nor NHTSA have indicated whether there were any injuries or deaths associated with this recall. The fix: Subaru will inspect steering columns on the affected vehicles and replace them as necessary. Naturally, repairs will be done free of charge. If you own one: Subaru and NHTSA advise that owners do not drive their vehicles until they've been inspected. While Subaru is sending letters to owners, dealers will also reach out directly to schedule an on-sight inspection or arrange to have the vehicle towed to the dealership. More information: If repairs are necessary, Subaru will cover all costs associated with towing and provide affected consumers a free loaner.