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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.

2017 Kia Cadenza is a redesigned head scratcher

The second-generation Kia Cadenza has unexpectedly bowed at the 2016 New York Auto Show, and we're left wondering how this thing even survived to get a second generation. The Cadenza has been on sale since 2013 and it's never sold over 10,000 units in one year. Even if you combine US and Canadian sales, Kia's best year for the Cadenza was 2014, where it sold just 9,427 cars. So, what's Kia done to the second-gen car to improve on that disappointing stat? Perhaps the biggest change is the platform the Cadenza rides on. It's lighter and stiffer, which means it's probably going to be a far better dancer than the boat-like first-gen model. Cutting the weight also allowed Kia's engineers to fit more sound deadening, which alongside a sound-absorbing laminated windshield and front windows will likely lead to a quieter ride. Better handling and a quieter ride? Okay Kia, we're paying attention. The Cadenza's 3.3-liter V6 still sits under hood, but it's paired to an eight-speed automatic for the first time. That, alongside a new tune for the engine, should improve on the current Cadenza's 19-mile-per-gallon city and 28-mpg highway stats. Kia hasn't released an estimate of how much of an improvement it will be, but we suspect it'll be modest. Frankly, we're still a bit confused about why Kia is carrying on with the Cadenza. Its rivals sell in far higher volumes – in 2015, the Nissan Maxima sold over 40,000 units, the Buick LaCrosse did 42,000, and the Toyota Avalon did 60,000 – and two of those cars, the Maxima and LaCrosse, have just been fully and completely reworked. Then take into account America's increasing disdain for sedans/infatuation with crossovers, and Kia pushing through the second-gen Cadenza is just a puzzling move. Still, the visual updates, platform improvements, and powertrain changes are positive – will that be enough to turn around the Cadenza's struggling sales? We have no idea, but things can't get much worse.

What do J.D. Power's quality ratings really measure?

Check these recently released J.D. Power Initial Quality Study (IQS) results. Do they raise any questions in your mind? Premium sports-car maker Porsche sits in first place for the third straight year, so are Porsches really the best-built cars in the U.S. market? Korean brands Kia and Hyundai are second and fourth, so are Korean vehicles suddenly better than their US, European, and Japanese competitors? Are workaday Chevrolets (seventh place) better than premium Buicks (11th), and Buicks better than luxury Cadillacs (21st), even though all are assembled in General Motors plants with the same processes and many shared parts? Are Japanese Acuras (26th) worse than German Volkswagens (24th)? And is "quality" really what it used to be (and what most perceive it to be), a measure of build excellence? Or has it evolved into much more a measure of likeability and ease of use? To properly analyze these widely watched results, we must first understand what IQS actually studies, and what the numerical scores really mean. First, as its name indicates, it's all about "initial" quality, measured by problems reported by new-vehicle owners in their first 90 days of ownership. If something breaks or falls off four months in, it doesn't count here. Second, the scores are problems per 100 vehicles, or PP100. So Power's 2015 IQS industry average of 112 PP100 translates to just 1.12 reported problems per vehicle. Third, no attempt is made to differentiate BIG problems from minor ones. Thus a transmission or engine failure counts the same as a squeaky glove box door, tricky phone pairing, inconsistent voice recognition, or anything else that annoys the owner. Traditionally, a high-quality vehicle is one that is well-bolted together. It doesn't leak, squeak, rattle, shed parts, show gaps between panels, or break down and leave you stranded. By this standard, there are very few poor-quality new vehicles in today's U.S. market. But what "quality" should not mean, is subjective likeability: ease of operation of the radio, climate controls, or seat adjusters, phone pairing, music downloading, sizes of touch pads on an infotainment screen, quickness of system response, or accuracy of voice-recognition. These are ergonomic "human factors" issues, not "quality" problems. Yet these kinds of pleasability issues are now dominating today's JDP "quality" ratings.