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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.

2018 GMC Sierra Denali 1500 Drivers' Notes | Chrome cowboy

No matter how much automakers want to charge for trucks, it seems there will be a market. Ford, Ram and GM all have trucks that can push well over $60,000, something that would sound unbelievable even 10 years ago. That brings us to the 2018 GMC Sierra Denali, GM's top dog in the pseudo-lux truck segment. It's packed with tons of goodies and features, but it's starting to feel a little long in the tooth. Still, GM trucks are some of the best selling vehicles in America, so it seems customers don't mind the age. Associate Editor Reese Counts: I've said it before, but I'm not a big truck guy. Give me a Colorado or Tacoma over any of the full-sized behemoths rolling off assembly lines today. Still, I do enjoy taking one home on occasion, especially one as comfortable and well appointed as this Sierra Denali. There's leather and wood and contrasted stitching throughout. The problem is that it's all a veneer over what's becoming an extremely dated truck, though a new one is on the horizon. There's one big thing that truly bothers me about this truck: no keyless entry or ignition. Don't get me wrong, I have no problem doing things the old-fashioned way, but when literally every other competitor at this price has keyless as standard equipment, the fact that GMC (and Chevy for that matter) still require you to pull out a fob and stick a key into an ignition is really glaring. It has to have something to do with the platform, as GM makes plenty of vehicles that don't require a key. One thing that doesn't feel dated is the ride and performance. This truck is equipped with GM's Magnetic Ride Control, and it works wonders for the Sierra's comfort. It would be even better if it wasn't wearing some gaudy 22-inch wheels, but it's still better than a lot of trucks out there. The powertrain, too, is a nice bright spot. The eight-speed automatic is smooth and never feels lost in the hunt for better fuel economy. The 6.2-liter V8 feels strong, and power comes on smooth and easy. Ford's EcoBoosts may win on fuel economy, but there's nothing like a big, burly V8. Senior Editor, Green, John Beltz Snyder: Despite the massive amounts of guilt I feel every time I put my foot to the accelerator, big trucks — something of which I used to steer well clear — are beginning to warm up on me. That being said, others have made more of an impression on me than this Sierra.

J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.