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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

Our love of SUVs is killing people in the streets

Americans are fond of supersized fast-food meals and colossal convenience-store fountain drinks, even though they're clearly bad for our health and U.S. adults keep getting fatter. We also like large vehicles, and our love affair with SUVs is killing people in the streets. According to a recent investigation by the Detroit Free Press/USA Today, the increase in SUV sales over the past several years coincides with a sharp rise in pedestrian deaths in the U.S. — up 46 percent since 2009, with nearly 6,000 people killed in 2016 alone. With SUV sales surpassing sedans in 2014 and pickups and SUVs currently accounting for 60 percent of new vehicle sales, it's no wonder Ford announced in April plans to cease U.S. sales of almost all passenger cars. And this followed Fiat Chrysler's move to virtually an all-truck, -SUV and -crossover lineup. While the Freep/USA Today investigation found that the simultaneous surge in SUV sales and pedestrian deaths comes down to vehicle size, it also points to a lack of action on the part of the National Highway Traffic Safety Administration (NHTSA), even though it knew of the dangers SUVs pose to pedestrians. Also blamed are automakers dragging their feet on implementing active safety features. Using federal accident data, the Insurance Institute for Highway Safety (IIHS) determined that there was an 81 percent increase in single-vehicle pedestrian fatalities involving SUVs between 2009 and 2016. Freep/USA Today's analysis of the same data by counting vehicles that struck and killed pedestrians instead of the number of people killed showed a 69 percent increase in SUV involvement. As far back as 2001, researchers at Rowan University forecasted a rise in pedestrian deaths as Americans began switching to SUVs. "In the United States, passenger vehicles are shifting from a fleet populated primarily by cars to a fleet dominated by light trucks and vans," the researchers wrote, with light trucks comprising SUVs.

Fiat Chrysler may build an AWD Pacifica minivan

Fiat Chrysler is reportedly considering building an all-wheel-drive variant of the Chrysler Pacifica as a salve for the minivan's flagging sales, especially in Canada, where it's built, and where the Dodge Grand Caravan is eating its lunch. Automotive News cites a ranking official with Unifor, Canada's autoworker union, and two anonymous sources familiar with the company's internal machinations. In addition, the outlet cites the CEO of AutoForecast Solutions, a consulting firm, who says his industry data show that FCA will begin production of an AWD Pacifica in the second quarter of 2020 at its plant in Windsor, Ontario. "It's going to help them with their leadership of the product," it quoted CEO Joe McCabe as saying. An FCA spokeswoman told Autoblog the company doesn't comment on speculation about future products. Pacifica sales have held relatively steady in the U.S. Full-year 2018 sales were a respectable 118,322, essentially flat with 2017, compared to 151,927 Grand Caravans, an increase of 21 percent. Sales through February of this year were down by 24 and 27 percent, respectively, but FCA says its share of the overall U.S. minivan market has nevertheless risen to 57.7 percent. But cross the Detroit River into Canada, FCA's second-largest market for minivans, and things don't look as rosy for the company's flagship minivan. There, the Grand Caravan in 2018 outsold the Pacifica by a 5-to-1 ratio, 32,253 to 5,999, which represented respective declines of 31 percent and 3 percent. Things haven't gotten any better in 2019, either, with Pacifica sales falling 55 percent through the first two months to 512 and Grand Caravan sales slipping 20 percent to 4,836. FCA's share of the Canadian minivan market was 59 percent at the end of 2018, the company says. Canada is known as the Great White North, after all, so it makes perfect sense that all-wheel drive is a popular sell there as a way to navigate the long, snowy winters. But there are questions about whether adding a rear driveshaft would affect the Pacifica's Stow 'n Go system, which allows users to fold the third-row seats into the floor to add cargo space. Chrysler in fact offered all-wheel drive versions of its minivans through 2004, when it first introduced the Stow 'n Go, AN reports.