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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.

With a new Jaguar and the Shell app, your car can pay for its own gas

Contactless payments are making their way into the car. Jaguar and Shell have the first major rollout, allowing you to pay for fuel through the car's touchscreen. Of course you'll still have to get out of the car to actually pump the fuel into the car, but hey, progress, right? Apple Pay and PayPal will be available payment methods from the start, and Android Pay will be added later. For this all to work, you'll need a new Jaguar (or Land Rover) with the InControl infotainment system, a connected phone with the InControl app and Shell app, some space in your tank, and some electronic money. When you pull up to a Shell station and launch the Shell app through the touchscreen, the car will use geolocation to figure out which station you're at and then prompt you to enter the pump number you're next to (don't want to pay for someone else's fuel now do you?). Once that's done, you tell the system how much fuel you want (it's not clear if you can just fill the tank like most normal people do) and then the screen in the car shows you a receipt; one is also sent to you via email. While this might just seem like trading one screen for another and entering info through your car instead of at the pump, contactless payments also have an added level of security over pulling out a credit card. (Credit card skimmers, which steal card data when you go to swipe at a kiosk or ATM, have been popular at gas stations.) It will also be welcome in the winter months, when you can limit your exposure time. Plus you'll never again have to respond to this incomplete sentence, which greets us at Shell stations everywhere: "Is this debit card?" InControl is available on every Jaguar and Land Rover model. And if you get this Shell app working on an F-Pace with the Jaguar Activity Key, you'll have the latest in minimal-touch technology. The system will roll out to people in the UK first and should arrive in the US later this year. Related Video: Jaguar Land Rover Technology Smartphone Luxury shell paypal

2020 Land Rover Defender, a pair of super wagons and watch talk | Autoblog Podcast #655

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Road Test Editor Zac Palmer. They kick things off discussing what they've been driving this week. Greg has been spending time in the 2020 Land Rover Defender 110, and Zac has been driving a pair of super wagons in the 2021 Audi RS 6 Avant and 2021 Mercedes-AMG E 63 S Wagon. Greg follows that up with an interview of Blake Buettner, the managing editor at Worn & Wound, in the final segment. Autoblog Podcast #655 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown What we're driving2021 Land Rover Defender 2021 Audi RS 6 Avant 2021 Mercedes-AMG E 63 S Wagon Watch interview with Worn & Wound managing editor Blake Buettner Feedback Email – Podcast@Autoblog.com Review the show on iTunes