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Buyers resent low inventories, prices over MSRP, study says

Vehicle inventory low, vehicle transaction prices high, customers fretting … welcome, J.D. Power, to the era of supply and demand. In a recently published survey from one of the auto industryÂ’s top analytical firms, findings show that customers' satisfaction with vehicle purchases in the United States this year has dipped for the first time in 10 years. The 2022 U.S. Sales Satisfaction Index (SSI) Study found that overall sales satisfaction has dropped to 786 (on a 1,000-point scale) from 789 in 2021. In that year, higher than expected trade-in values softened the effect of new vehicle price increases. But in 2022, on top of trade-in prices shrinking, many dealers elected to charge more than the ManufacturerÂ’s Suggested Retail Price, a factor that did not sit well with buyers. “When dealers charge more than MSRP, particularly with long-term loyal customers, they risk a potential long-term negative effect on customer advocacy and service business," said Chris Sutton, vice president of automotive retail at J.D. Power. Satisfaction among buyers who paid more than sticker price is 757, while satisfaction among those who paid the sticker price or less is 850, the Power report said. The lack of dealership inventory was also a customer irritant, J.D. Power found, a point that automakers and their dealers may want to consider. Many have maintained, or considered maintaining, a smaller inventory in the wake of the pandemic, keeping costs down and driving more customers toward factory orders. Regarding those consumers shopping for electric vehicles, the survey said that more than a third of them “failed to get instruction on EV charging before they left the dealership, which notably affects satisfaction.” Said Sutton, “Salespeople donÂ’t need to show gas-powered vehicle buyers how to fill their tank, but they do need to show EV buyers how to charge their vehicle.” There are positives to the Power conclusions, however, especially for Alfa Romeo dealers. The Italian brand ranked highest in customer satisfaction among premium brands with a score of 833, with Porsche a very close second (831) and Lexus (819) third. Alfa is on something of a roll these days, with its compact Tonale crossover due for release in the spring, and a new sports car in the works. Meanwhile, in PowerÂ’s “mainstream brand”” segment, Buick ranked first with a score of 825, followed by Dodge (816) and Subaru (804), all performing higher than the industry average.

2018 Subaru Crosstrek still gets a manual transmission in the US

When Subaru revealed the next generation Crosstrek, known as the XV in Europe, at the Geneva show, the company only announced the inclusion of a CVT. Fortunately, American Crosstrek buyers will still have the option to operate a clutch and shifter for themselves. It even comes with an extra gear compared with the previous generation, for a total of six cogs. The 6-speed manual will be standard equipment on base and Premium Crosstrek 2.0i models. Subaru's offering of a manual will also allow drivers to make the most of the 152 horsepower the direct-injected 2.0-liter engine makes. However, if you do still desire an automatic option, the European CVT is available as an option on base and Premium trim. It's also standard on the Limited model. The CVT can be manually shifted, too, with seven set ratios to choose from. Only the CVT is available with Subaru's "X-Mode," which incorporates hill-descent control. Regardless of configuration, every Crosstrek comes with standard alloy wheels and a touchscreen infotainment system with Apple CarPlay and Android Auto. Moving up to Premium adds a leather-wrapped steering wheel and shifter, along with an option for a sunroof. The decked-out Limited model comes with LED headlights that illuminate corners, power leather seats, keyless entry and start, and a larger 8-inch infotainment screen. Subaru also offers various driver assists on different trims including the EyeSight system with adaptive cruise control, automatic emergency braking, and lane departure warning. Pricing for the Crosstrek hasn't been announced, but the model will arrive at dealers this summer and will be on display at the New York auto show. Related Video:

Subaru suing CA dealership for alleged false customer surveys

Whenever you buy a new car from a dealer these days or sometimes even go in for service, you can expect to fill out a customer satisfaction survey at some point down the road. The responses are actually quite important to showrooms because automakers require the businesses to keep things at a certain level or face penalties. However, a Subaru dealer allegedly found a way to game that system, at least briefly, and now the Subaru of America has filed a lawsuit in US District Court for breach of contract. South Coast Subaru in Costa Mesa, CA, reportedly falsified 224 customer satisfaction questionnaires in 2014, according to Automotive News. The scheme wasn't that hard to figure out, though. All of the faked surveys were allegedly submitted through the IP address of an Acura showroom managed by the same dealer. Under normal circumstances when someone buys a Subaru, the dealer is supposed to collect the customer's email address and submit it to the automaker. However, South Coast allegedly presented false addresses, and then managers had employees fill the forms out during lunch. Subaru claimed in the suit that by doing this the dealer harmed the company's product reputation and its goodwill among customers. "Defendants prevented Subaru from discovering the actual customer satisfaction level of Subaru retail customers at South Coast Subaru by providing sham customer surveys to [Subaru]," the complaint said, according to Automotive News. Related Video: