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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

2016: The year of the autonomous-car promise

About half of the news we covered this year related in some way to The Great Autonomous Future, or at least it seemed that way. If you listen to automakers, by 2020 everyone will be driving (riding?) around in self-driving cars. But what will they look like, how will we make the transition from driven to driverless, and how will laws and infrastructure adapt? We got very few answers to those questions, and instead were handed big promises, vague timelines, and a dose of misdirection by automakers. There has been a lot of talk, but we still don't know that much about these proposed vehicles, which are at least three years off. That's half a development cycle in this industry. We generally only start to get an idea of what a company will build about two years before it goes on sale. So instead of concrete information about autonomous cars, 2016 has brought us a lot of promises, many in the form of concept cars. They have popped up from just about every automaker accompanied by the CEO's pledge to deliver a Level 4 autonomous, all-electric model (usually a crossover) in a few years. It's very easy to say that a static design study sitting on a stage will be able to drive itself while projecting a movie on the windshield, but it's another thing entirely to make good on that promise. With a few exceptions, 2016 has been stuck in the promising stage. It's a strange thing, really; automakers are famous for responding with "we don't discuss future product" whenever we ask about models or variants known to be in the pipeline, yet when it comes to self-driving electric wondermobiles, companies have been falling all over themselves to let us know that theirs is coming soon, it'll be oh so great, and, hey, that makes them a mobility company now, not just an automaker. A lot of this is posturing and marketing, showing the public, shareholders, and the rest of the industry that "we're making one, too, we swear!" It has set off a domino effect – once a few companies make the guarantee, the rest feel forced to throw out a grandiose yet vague plan for an unknown future. And indeed there are usually scant details to go along with such announcements – an imprecise mileage estimate here, or a far-off, percentage-based goal there. Instead of useful discussion of future product, we get demonstrations of test mules, announcements of big R&D budgets and new test centers they'll fund, those futuristic concept cars, and, yeah, more promises.

Ford to cease Australian automaking operations after 90 years

Ford began manufacturing cars in Australia in 1925 with the Model T. In 2016, Ford will stop manufacturing cars Down Under, including the Falcon and the Territory SUV. Ford Australia CEO Bob Graziano has reportedly confirmed the closure of the company's Broadmeadows assembly plant and the Geelong engine plant, both in the state of Victoria. There will be 650 jobs lost at Broadmeadows, 510 sacrificed at Geelong. Of the roughly 3,000 workers the Blue Oval has in Australia, it's said it will try to retain about 1,000 of them at its R&D and product development facilities.
The writing hasn't just been on the wall, it's been a regular item in all the papers and on Ford's bottom line for years. As recently as 2003, Ford sold nearly 75,000 Falcons, but over the next four years, annual sales dropped by something like 10,000 units, and over the last two years, it has sold less than 20,000 per year. It isn't only Ford that has suffered - sales of the other large, locally produced sedan, the Holden Commodore, have also gone over the precipice, triggering the same kind of angst about Holden's continued existence. Ford is the smallest of Australia's local automakers, Holden and Toyota the others, and has posted losses of $AUD141 million last year ($136M US) and $AUD600 million ($580M US) in the past five years. Graziano said the cost of manufacturing is simply too expensive in the country, twice as high as Europe and three times as high as Asia, and there no way to make a business case for staying in the country.
In January 2012, Ford Australia announced it would stay in the country until at least 2016, but by July of the same year, most outside observers were quietly declaring that 2016 would be the last year of Ford Down Under, and even the speculation was making other observers nervous. Ford received money from the Victorian government last year to aid its refresh of the Falcon and Territory, which will continue on schedule for the 2014 model year. A front- and all-wheel-drive sedan on a global platform is predicted to replace the Falcon, with some other SUV expected to replace the Territory. The company says it still intends to expand its lineup in the country.