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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.

BMW 2 Series Active Tourer is the world's first front-drive Bimmer [w/videos]

While BMW has been showing concepts for its Active Tourer for over a year, they never seemed entirely real. Why would BMW, a company that has built its image on sporty, rear-wheel drive sedans, move into the five-door, front-wheel-drive market? The answer is still not entirely clear, but the new BMW 2 Series Active Tourer is very real. It launches in Europe later this year and is rumored to come to the US in 2015.
To brand purists, a front-wheel drive BMW may seem anathema to everything the company has built, and the production Active Tourer has clearly been built to provide drivers with a luxurious but utilitarian package first and foremost. It is 170.9 inches long and rides on a 105.1-inch wheelbase, but despite its compact dimensions, its high roof allows for 16.53-cubic-feet of cargo space with the rear seats up or 53.33 cubic feet with them folded flat. Its general appearance is nearly identical to the previous concepts, except with a blunter nose and cleaner lines. The front end wears BMW's traditional dual circular headlights and naturally, while the profile incorporates the company's traditional Hofmeister kink into the greenhouse's rear pillar. The interior has been designed to be especially useful with a sliding rear seat, adjustable rear backrests, fold-flat backrests and optional features like an automatic tailgate and panoramic sunroof.
Unlike both previous concepts, none of the Active Tourer models at launch use hybrid power. For Europe, the hatchback is going on sale with three engine options. The basic version is the 218i Active Tourer with a 1.5-liter, turbocharged three-cylinder with 134 horsepower that we just previewed in the 2014 Mini Cooper - good enough for average fuel economy of 48 miles per gallon in the EU cycle when equipped with a six-speed manual. The next step up is the 225i Active Tourer with a 2.0-liter turbocharged four-cylinder that makes 228 hp and offers 39-mpg average fuel economy. Finally, there is the there is the 218d Active Tourer with its 148-hp, 2.0-liter turbodiesel and 57 mpg average fuel economy on the EU cycle. A six-speed manual is standard on all of them, but there is a six-speed automatic option for the 218i and eight-speed automatics available for the 225i and 218d. All-wheel drive will be available on future models.

The next-generation wearable will be your car

This year's CES has had a heavy emphasis on the class of device known as the "wearable" – think about the Apple Watch, or Fitbit, if that's helpful. These devices usually piggyback off of a smartphone's hardware or some other data connection and utilize various onboard sensors and feedback devices to interact with the wearer. In the case of the Fitbit, it's health tracking through sensors that monitor your pulse and movement; for the Apple Watch and similar devices, it's all that and some more. Manufacturers seem to be developing a consensus that vehicles should be taking on some of a wearable's functionality. As evidenced by Volvo's newly announced tie-up with the Microsoft Band 2 fitness tracking wearable, car manufacturers are starting to explore how wearable devices will help drivers. The On Call app brings voice commands, spoken into the Band 2, into the mix. It'll allow you to pass an address from your smartphone's agenda right to your Volvo's nav system, or to preheat your car. Eventually, Volvo would like your car to learn things about your routines, and communicate back to you – or even, improvise to help you wake up earlier to avoid that traffic that might make you late. Do you need to buy a device, like the $249 Band 2, and always wear it to have these sorts of interactions with your car? Despite the emphasis on wearables, CES 2016 has also given us a glimmer of a vehicle future that cuts out the wearable middleman entirely. Take Audi's new Fit Driver project. The goal is to reduce driver stress levels, prevent driver fatigue, and provide a relaxing interior environment by adjusting cabin elements like seat massage, climate control, and even the interior lighting. While it focuses on a wearable device to monitor heart rate and skin temperature, the Audi itself will use on-board sensors to examine driving style and breathing rate as well as external conditions – the weather, traffic, that sort of thing. Could the seats measure skin temperature? Could the seatbelt measure heart rate? Seems like Audi might not need the wearable at all – the car's already doing most of the work. Whether there's a device on a driver's wrist or not, manufacturers seem to be developing a consensus that vehicles should be taking on some of a wearable's functionality.