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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.

Jaguar Land Rover gives Lyft $25M and a fleet of cars

Lyft recently raised $600 million in a massive funding round, and now we know that $25 million of that came from Jaguar Land Rover, via its mobility services subsidiary InMotion. The car maker's investment in Lyft goes beyond just funds, however; it's providing Lyft drivers with a fleet of Jaguar and Land Rover vehicles as part of the tie-up, and it's also going to work with the ride-hailing tech company on autonomous vehicle testing. This is yet another high-profile partner for Lyft after a spate of recent new collaborators, including Waymo and, just last week, Nutonomy. Now, Jaguar Land Rover is also joining the company's Open Platform for autonomous cars: The collaboration with InMotion will see the Jaguar Land Rover-owned company "develop and test its mobility services, including autonomous vehicles" using Lyft's platform. Lyft's ability to rapidly bring on a lot of partners in the car maker space, specifically around autonomy, may have a lot to do with rival Uber's ongoing problems, which now also include mounting calls for CEO Travis Kalanick to step back, at least temporarily, from his leadership role. Lyft has also been pretty clear about seeking to partner on autonomy, rather than pursue its own tech, which is likewise different from Uber's current approach. Uber, too, has brought automakers to the table around self-driving services and making use of its ride hailing platform for mobility service offerings. Both Uber and Lyft seem interested in being the layer that connects riders and these future services, and for automakers, it means leaving a complex and challenging part of the picture to partners with experience and expertise, rather than having to spin up that part of the tech business themselves. The fleet provision in the deal is also interesting, and suggests the partnership between the two could involve more strategic cooperative service offerings ahead of the advent of commercial self-driving tech. Lyft gaining more ground among automakers beyond longtime partner GM also explains why it was reported that the ride hailing company turned down overtures regarding a potential acquisition by the Detroit-based automaker.Written by Darrell Etherington for TechCrunch.Related Video:

Jaguar Land Rover and Cambridge have developed a touchless touchscreen

Jaguar Land Rover and the University of Cambridge are working on new touchscreen technology that eliminates the need to touch the screen. Counterintuitive, right? It’s called “predictive touch” for now, in part because the system is able to predict what you might be aiming for on the screen.  The video at the top of this post is the best way to understand how users will interact with the tech, but weÂ’ll do some more explaining here. You simply reach out with your finger pointing toward the item on screen that you want to select. ItÂ’ll highlight the item and then select it. HereÂ’s how it works, according to the University of Cambridge: “The technology uses machine intelligence to determine the item the user intends to select on the screen early in the pointing task, speeding up the interaction. It uses a gesture tracker, including vision-based or radio frequency-based sensors, which are increasingly common in consumer electronics; contextual information such as user profile, interface design, environmental conditions; and data available from other sensors, such as an eye-gaze tracker, to infer the userÂ’s intent in real time.” Cambridge claims that lab tests showed a 50 percent reduction in both effort and time by the driver in using the screen, which would theoretically translate to more time looking at the road and less time jabbing away at the screen. If the prediction and machine learning tech is good enough, we could see this resulting in a reduced number of accidental inputs. However, on a certain level it almost sounds more difficult to point at a screen while moving than it does to actually touch a section of that screen. Without using the tech and its supposedly great predictive abilities, we canÂ’t come to any grand conclusions. One comparison you may already be thinking of is BMWÂ’s Gesture Controls. ItÂ’s already been addressed with a subtle diss from Cambridge: “Our technology has numerous advantages over more basic mid-air interaction techniques or conventional gesture recognition, because it supports intuitive interactions with legacy interface designs and doesnÂ’t require any learning on the part of the user,” said Dr Bashar Ahmad of the University of Cambridge. Of course, this tech can be used for much more than just vehicle touchscreen control. Cambridge says it could be integrated into ATMs, airport check-in kiosks, grocery store self checkouts and more.