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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.

Are future vehicular hacks inevitable?

Before the hack of the Uconnect system in a Jeep Cherokee resulted in a 1.4-million vehicle recall, the potential software vulnerabilities in vehicles were already a hot topic with Congressional inquiries and even proposed legislation in the US. As cars' interconnected systems gain the ability to go online, they become open to a host of new threats. Automakers are trying to stop this, but it might be too late to put the genie back into the bottle. Throughout 2015, the issue of software security in vehicles has become increasingly vital. For example, the recent Jeep case wasn't even the biggest hack this year. In February, a major flaw was discovered in the BMW Connected Drive service that allowed researchers to remotely lock and unlock the doors and potentially affected 2.2 million cars. The fix was an over-the-air patch for the problem. Automakers are actively working to fix the issues. Mercedes-Benz, BMW, and Audi reportedly are using encrypted connections and firewalls in their vehicles to prevent hacking. "Absolute, 100-percent safety isn't possible," Daimler spokesperson Benjamin Oberkersch said to Automotive News Europe. "But we develop our systems, tested by internal and external experts, so they're up to date." These vulnerabilities seem to be popping up more often. A successful hack took $14 in parts from Radio Shack in one case. There was also a 60 Minutes report earlier in the year about DARPA's ability to hack into OnStar to take control of a Chevrolet Impala. Experts aren't so sure companies can contend with hackers' advancement. "The difficulty for the carmakers at the moment is the question whether they can keep pace with advances in technology, and especially hacking technology," Rainer Scholz, executive director for telematics consultant EY, said to Automotive News Europe. "We seriously doubt they can." At this point, vehicle hacks are coming more from researchers looking for holes than from those with malicious intent. Still, the vulnerabilities are definitely there. It's up to automakers to keep patching the problems before they become dangerous to drivers. Related Video: News Source: Automotive News Europe - sub. req.Image Credit: Bill O'Leary / The Washington Post via Getty Images Audi BMW Jeep Mercedes-Benz Safety Technology Emerging Technologies hacking cyber security

Trump calls Germans 'very bad,' vows to stop their car sales in US

TAORMINA, Italy -Talks between President Trump and other leaders of the world's rich nations at the G7 summit on Friday were expected to be "robust" and "challenging" after he had lambasted NATO allies and condemned Germans as "very bad" for their trade policies. Trump's confrontational remarks in Brussels, on the eve of the two-day summit in the Mediterranean resort town of Taormina, cast a pall over a meeting at which America's partners had hoped to coax him into softening his stances on trade and climate change. According to German media reports, Trump condemned Germany as "very bad" for its trade policies in a meeting with European Commission President Jean-Claude Juncker, signaling he might take steps to limit sales of German cars in the United States. "The Germans are bad, very bad," he reportedly told Juncker. "Look at the millions of cars that they're selling in the USA. Horrible. We're gonna stop that." White House economic adviser Gary Cohn on Friday confirmed the reports. "He said they're very bad on trade, but he doesn't have a problem with Germany." Cohn said Trump had pointed out during the meeting that his father had German roots in order to underscore the message that he had nothing against the German people. Trump's spokesman Sean Spicer said Trump had "tremendous respect" for Germany and had only complained about unfair trade practices in the meeting. Juncker called the reports in Spiegel Online and Sueddeutsche Zeitung exaggerated. The reports translated "bad" with the German word "boese," which can also mean "evil," leading to confusion when English-language media translated the German reports back into English. "The record has to be set straight," Juncker said, noting that the translation issue had exaggerated the seriousness of what Trump had said. "It's not true that the president took an aggressive approach when it came to the German trade surplus." "He said, like others have, that (the United States) has a problem with the German surplus. So he was not aggressive at all," Juncker added. In January, Trump threatened to slap a 35 percent tax on German auto imports. "If you want to build cars in the world, then I wish you all the best. You can build cars for the United States, but for every car that comes to the USA, you will pay 35 percent tax," he said. "I would tell BMW that if you are building a factory in Mexico and plan to sell cars to the USA, without a 35 percent tax, then you can forget that." Last year, the U.S.