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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

Will Ford's SUV blitz include the Bronco?

Ford announced this week it will add four sport-utility vehicles in the next four years, an ambitious bet on a segment the industry once shunned. This led to wild speculation about what form these utes will take. Here's what we know: They will be new nameplates, and Ford is thinking globally. That means at least one might not be a product with US intent. They will also be in segments where the company does not currently compete, Ford said. The Blue Oval isn't specifying exactly what's it's doing, so here are some of our theories. We think one will be called the Bronco, which is great news for enthusiasts. We hope it follows the Mustang playbook with some heritage styling, but a thoroughly modern execution. Ford needs an off-road Jeep Wrangler-fighter. Fuel prices are low and it's been 22 years since the infamous O.J. Simpson white Bronco chase. This is the best chance Ford will ever have to bring back this iconic name. Our man on the ground at the Chicago Auto show, Sebastian Blanco, reported that Ford sales and marketing vice president Mark LaNeve said a "mini utility" will also be one of the utes. This could be primarily an overseas play. We've also seen lots of spy shots of the EcoSport, a small crossover that Ford sells in India and other overseas markets, being tested on American roads. That is an existing nameplate. Maybe Ford adds a small ute related to the EcoSport in the United States, but calls it something else. We think Lincoln gets a three-row SUV out of the deal. It could slot between the MKX, which was new last year, and the Navigator. Lincoln is leaving money on the table by not being in this segment. The platform could be used for a Ford at some point, too. The Blue Oval brand does actually have a tweener three-row vehicle, the Flex, but this chassis might underpin a replacement. Or maybe Ford makes one of these a hybrid. The company laid out ambitious plans in December to ramp up its electrification strategy, something that could mean a dedicated hybrid SUV (Kia unveiled one of those right after LaNeve's speech in Chicago). It's also possible hybrid technology will be integrated into this new portfolio. The Escape used to have a hybrid sibling. Whatever form they ultimately take, Ford is betting heavily on SUVs. The company thinks they are what Baby Boomers and Millenials want and expects the segment will continue to grow. It's important to note: this will be a diversified strategy.

Is it time for American carmakers to give up on dual-clutch transmissions? [w/poll]

Last week, in the midst of Detroit's first days seeking relief in Chapter 9 of the bankruptcy code, Automotive News contributor Larry P. Vellequette penned an editorial suggesting that American car companies raise the white flag on dual clutch transmissions and give up on trying to persuade Americans to buy cars fitted with them. Why? Because, Vellequette says, like CVT transmissions, they "just don't sound right or feel right to American drivers." (Note: In the article, it's not clear if Vellequette is arguing against wet-clutch and dry-clutch DCTs or just dry-clutch DCTs, which is what Ford and Chrysler use.) The article goes on to state that Ford and Chrysler have experimented with DCTs and that both consumers and the automotive press haven't exactly given them glowing reviews, despite their quicker shifts and increased fuel efficiency potential compared to torque-converter automatic transmissions.
Autoblog staffers who weighed in on the relevance of DCTs in American cars generally disagreed with the blanket nature of Vellequette's statement that they don't sound or feel right, but admit that their lack of refinement compared to traditional automatics can be an issue for consumers. That's particularly true in workaday cars like the Ford Focus and Dodge Dart, both of which have come in for criticism in reviews and owner surveys. From where we sit, the higher-performance orientation of such transmissions doesn't always meld as well with the marching orders of everyday commuters (particularly if drivers haven't been educated as to the transmission's benefits and tradeoffs), and in models not fitted with paddle shifters, it's particularly hard for drivers to use a DCT to its best advantage.
Finally, we also note that DCT tuning is very much an evolving science. For instance, Autoblog editors who objected to dual-clutch tuning in the Dart have more recently found the technology agreeable in the Fiat 500L. Practice makes perfect - or at least more acceptable.