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Autoblog Minute: New car customer satisfaction down according to latest ACSI report

Customers have spoken and automobile satisfaction is down in 2015. Autoblog's Chris McGraw reports on this edition of Autoblog Minute. Show full video transcript text [00:00:00] Customers have spoken and automobile satisfaction is down in 2015. I'm Chris McGraw and this is your Autoblog Minute. The American Customer Satisfaction Index or ACSI released its updated numbers and according to the survey, new car buyer satisfaction is down for the third straight year. According to an ACSI press release, customer satisfaction with new automobiles has fallen 3.7 percent, to 79 on its 100-point scale. The ACSI report is based on over 4,100 customer surveys collected in the second quarter of 2015 Sitting at the top of the industry in customer satisfaction is Toyota's Lexus brand with a score of 84. Which was good enough to dethrone Mercedes-Benz, which fell 3% to a score of 83. Of the Big Three, Ford was the only domestic automaker to maintain overall customer satisfaction with its score of 81. General Motors slipped 3% to 79 and Fiat Chrysler had a 5% drop, registering a score of 75 out the possible 100. What's driving this trend of customer dissatisfaction? ASCI points to the rise in recalls and car prices. Where do you land on customer satisfaction spectrum? Sound off in the comments with your thoughts on the current state of car ownership and brand quality. For Autoblog, I'm Chris McGraw. Autoblog Minute is a short-form video news series reporting on all things automotive. Each segment offers a quick and clear picture of what's happening in the automotive industry from the perspective of Autoblog's expert editorial staff, auto executives, and industry professionals. Chrysler Fiat Ford GM Lexus Mercedes-Benz Car Buying Ownership Autoblog Minute Videos Original Video

Why Chrysler made the Pacifica Hybrid

There were a number of important details missing from Chrysler's debut of the Pacifica Hybrid yesterday. Pricing and availability, for example. We still don't know those specifics – Chrysler just says it will all be announced closer to launch – but we spent some time with Kevin Mets, the chief engineer for the Pacifica Hybrid, to learn more about the powertrain and why Chrysler decided to offer this vehicle at this time. "This could be a primary electric vehicle for someone." We started with the big question: why build a plug-in minivan at all? "It brings the ability that if you want an electric vehicle, a hybrid, you don't have to compromise size to get there," Mets said. "For instance just a few minutes ago I was talking to someone from Canada and they were saying in the US it's two vehicles per household is kind of the norm. In Canada it's not that way, it's more like a vehicle or even less than a vehicle. There's a lot of people that want an electrical vehicle in Canada but they can't make it their primary vehicle. This is a vehicle that could be a primary electric vehicle for someone in Canada, or anybody else for that matter, who wants a plug-in vehicle, an electric vehicle that doesn't have to compromise in size." So, was the development of the Pacifica PHEV influenced more by customers saying they wanted a plug-in hybrid minivan or was it driven more by green vehicle regulations? "That's a tough one to answer," Mets said. "Certainly you have to meet all the requirements. There's a little bit of everything there. You also can pick what vehicles you want to do it on. You pick which vehicle is the best opportunity and this is the one we chose. It's a little bit of both." As for when the Pacifica Hybrid will reach dealerships, all we know is, "late 2016." But Mets said that the minivan will at some point be available in all 50 states. Initial availability might be limited to places like California, but, "The idea is to sell it nationwide," he said. Chrysler decided on the "Pacifica Hybrid" name instead of the more-accurate "Pacifica Plug-In Hybrid" for simplicity. Anyone who might care that the minivan plugs in will find out that it, indeed, has a plug, the reasoning goes, but when Chrysler talks to the average mass market shopper, "hybrid" tells them everything they need to know. Under the hood (and the floorboards, where the batteries are) there are a lot of new bits.

Weekly Recap: FCA hit with record fine as NHTSA crackdown continues

The National Highway Traffic Safety Administration slapped Fiat Chrysler Automobiles with a record fine this week that could reach $105 million. The punishment comes after NHTSA found problems with the automaker's execution of 23 recalls that affect more than 11 million vehicles. The consent agreement, announced Sunday, calls for FCA to pay a $70-million cash fine and requires the company to spend at least $20 million over a three-year period on industry outreach programs and to beef up old recall campaigns. Failure to comply will result in another $15-million fine. FCA also agreed to federal oversight, which includes an independent monitor to oversee the company's recalls. The $70-million cash fine equals a penalty NHTSA levied on Honda in January. "Fiat Chrysler's pattern of poor performance put millions of its customers and the driving public at risk," NHTSA administrator Mark Rosekind said in a statement. "This action will provide relief to owners of defective vehicles, will help improve recall performance throughout the auto industry, and gives Fiat Chrysler the opportunity to embrace a proactive safety culture." FCA called the deal a "consensual resolution," but admitted that it "failed to timely provide an effective remedy" during certain recalls. "We are intent on rebuilding our relationship with NHTSA and we embrace the role of public safety advocate," the company said in a statement. The announcement kicked off a busy week for the automaker. NHTSA agreed FCA did not need to recall 4.7 million vehicles after an investigation failed to find defects with a power module used in some Jeep, Dodge, and Ram vehicles. A Georgia judge also reduced a civil verdict involving a death in a Jeep Grand Cherokee crash. Amid all of that, the company reported net profit of about 333 million euros, or $364 million in the second quarter on Thursday. OTHER NEWS & NOTES FCA ramps up Hellcat production Despite a decidedly legal and financial week for FCA, there was still time for the performance side of the business to briefly grab the spotlight. The automaker is more than doubling its production of the Dodge Challenger and Charger SRT Hellcats in response to strong demand. The order bank opens the second week of August and production begins in September. FCA will finish up its scheduled 2015 model-year Hellcat builds, and cancel any "unscheduled" versions, though customers will get discounted pricing for 2016.