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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 is going to call itself 'JLR' and spin off brands

Embracing the current popular philosophy that less is more, the executives at Jaguar Land Rover plan to officially rename their company “JLR” and to create a new “house of brands” that will emphasize name equity and refocus its vehicle offerings. In simple terms, the British-based, India-owned company will split into four separate brands: Range Rover, Discovery, Defender and Jaguar. While this shift may appear to be essentially a function of marketing and dealership bookkeeping, the over-arching reason is to give some of the brands more visibility. Details of the plan, which would reconfigure showrooms in Britain into discrete brand footprints, were discussed this week at a presentation by JLR CEO Adrian Mardell. “The reality is Range Rover is a brand and so is Defender,’” said creative officer Gerry McGovern. “Customers say they own a Range Rover. In luxury, you need absolute clarity. Land Rover Range Rover SV Autobiography doesnÂ’t give it. We love Land Rover, but there isn't as much equity as Range Rover, and Defender is increasing massively.”  Underlying the effort is plans to reinvent Jaguar as an electric-only luxury brand, Mardell said that this was “unfinished business” for him since he joined Jaguar 32 years ago. “The Jaguar of 32 years ago is where weÂ’re going back to and the right place for us to be." He further acknowledged that JLR had been “quiet” recently in the face of semiconductor chip shortages, but allowed that that situation was easing at his company.

Best luxury SUVs of 2022 and 2023

Once upon a time, the idea of a luxury SUV meant a Range Rover, and even that was pretty agricultural by modern standards. Then Jeep Grand Cherokees and Ford Explorers started offering fancy, range-topping versions followed soon by Lexus, BMW and Mercedes dipping their toes in the water. And then the floodgates opened. Today, there is a staggering number of luxury SUVs available in every shape, size and price point. There are electric luxury SUVs like the Tesla Model X and Jaguar I-Pace, as well as gas-swilling, high-performance SUVs like the BMW X5 M and Cadillac Escalade V. Sports car makers Porsche, Aston Martin and Lamborghini have even dived in.  But of this great many, which are the best luxury SUVs? We sat down, scoured our reviews, took some votes, had some discussions and came up with the luxury SUVs we view as the best. They are listed alphabetically within the six segments listed below.  Best Subcompact Luxury SUV   |   Best Compact Luxury SUV   |   Best Midsize Luxury SUV (Two-Row) Best Midsize Luxury SUV (Three-Row)   |   Best Flagship Luxury SUV (Two-Row)   |   Best Flagship Luxury SUV (Three-Row)  Best subcompact luxury SUVs Mercedes-Benz GLB-Class Why it stands out: Outstanding space and versatility; legit luxury interior; amusing GLB 35 versionCould be better: Overwhelming and confusing tech interface Most subcompact luxury SUVs are a dubious value, with cramped interiors of marginal quality and unrefined driving dynamics. You'd be much better off paying less money for a loaded, non-luxury compact SUV. The Mercedes GLB is different, though. Its boxy design provides space few other subcompact SUV can match (luxury or otherwise), while its cabin design and feature content are in keeping with pricier Mercedes models. The quality's not exactly up to GLC standards, nor is driving refinement, but the difference is appropriate for how much you're saving and still perfectly acceptable. There's nothing dubious about buying a GLB.     Volvo XC40 Why it stands out: More features for the money; spacious and versatile interior; distinctive design; electric versionCould be better: Fuel-efficient base engine only available with FWD Most subcompact luxury models feel a bit like cheap knockoffs of their bigger, pricier brand mates. The XC40, by contrast, is a break from the Volvo norm in a good way.