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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 rules out downsizing into new segments

Jaguar-Land Rover (JLR) will continue expanding its portfolio of models during the 2020s, but the group confirmed it won't chase volume by branching out into smaller segments like its German rivals. The two brands will instead seek partnerships to generate economies of scale. "We should not and will not drive down into segments just to get economies of scale," said Felix Brautigam, Jaguar-Land Rover's chief commercial officer, in an interview with Autocar. He added the second-generation Range Rover Evoque (pictured) released in 2018 is already a relatively small car. It stretches 172 inches from bumper to bumper and 75 inches from side to side, so it's approximately 4 inches longer and 5 inches wider than the eighth-generation Volkswagen Golf. It's about 8 inches taller than the German hatchback, however. While that's small by luxury car standards, Mercedes-Benz and BMW respectively went smaller with their Smart and Mini brands. Audi doesn't have an entry-level sub-brand, but it doesn't need to because it's part of the gigantic Volkswagen Group. Japanese luxury firms like Lexus and Infiniti are also part of bigger companies. Brautigam's comments bury numerous rumors. They confirm Jaguar won't take on the Mercedes-Benz A-Class, the Audi A3, and the BMW 1 Series with a model positioned below the XE, which competes against the C-Class, the A4, and the 3 Series, respectively. They also douse cold water on the born-again Freelander (which ultimately morphed into the LR2 in America), which Land Rover was allegedly developing to slot directly below the aforementioned Evoque. Ironically, JLR might soon have access to platforms capable of underpinning smaller vehicles. Parent company Tata Motors is actively looking for an outside company to link arms with the British brands, according to a separate report. Officials reportedly approached BMW -- which used to own Land Rover, and announced a joint-venture with the group in 2019 -- and Geely, the Chinese giant whose portfolio of brands includes Volvo, Polestar, Lotus, Proton, London Taxi Company, Terrafugia, and half of Smart, plus a sizeable, nearly-10% stake in Mercedes-Benz parent company Daimler. Geely told Bloomberg it hasn't heard from Tata or JLR. BMW and Tata remained silent. While a partnership with someone looks likely considering the significant hurdles faced by JLR, its parent company has categorically ruled out selling the duo it purchased from Ford for $2.3 billion in 2008.

Jaguar and Land Rover now offer Apple CarPlay and Android Auto

The 2019 Jaguar I-Pace will come standard with Apple CarPlay and Android Auto functionality, and the connectivity feature comes as a roughly $300 option on select and appropriately equipped 2019 Jaguar and Land Rover models, the joint automaker said. It comes via Jaguar Land Rover's Smartphone Pack, which is available on all 2019 and future models, but with conditions. The car in question must have the 10-inch InControl Touch Pro touchscreen or split-touchscreen Touch Pro Duo infotainment systems, plus navigation, InControl Apps and Wi-Fi connectivity. Those are included on some upper trim levels and available as separate options on others. So basically, depending on trim level, you could be looking at a simple $300 add or a long-line of other extra charges just to get Apple CarPlay and Android Auto. There are other new features coming for the InControl Touch Pro system as well, including voice command for navigation, major graphic refreshes for certain screens, new shortcut buttons on the home screen for key navigation, media and phone functions, and changes to the user experience in the media screen. Jaguar and Land Rover first introduced the InControl Touch Pro for 2016, enabling users to learn whether they have enough fuel or battery range to get to a searched-for destination and share their destination, current location and ETA with others via email or text message when using the on-board nav system. The Touch Pro Duo first debuted on the 2018 Range Rover Velar and will be standard on the 2019 I-Pace electric crossover, plus the Range Rover and Range Rover Sport. It features interlinked dual upper and lower touchscreens. In terms of the trim level availability mentioned earlier, a JLR spokesperson tells us that Smartphone Pack is available on all 2019 Jaguar F-Pace trim levels. It is available separately starting with the F-Pace Prestige trim level, but on the base F-Pace and Premium versions, you have to also get the optional Connect Pro Pack, Navigation Pro Pack, and traffic sign recognition and adaptive speed-limiter pack. Yes, it is a bit complicated. JLR recently released a touchscreen infotainment system designed to blend in with vintage models that retails for $1,796 before taxes. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.