Category Archives: customer satisfaction

Annals of Marketing – Porsche Credit Card

Posted on 11 November 2025 by Ken Zino

In Stuttgart today Porsche said that the new Porsche Card offers more than just the simple payment function, it is the key to the Porsche world.*

“‘Feel Porsche in every moment’ – With this motto, the new Porsche Card promises the Porsche spirit in credit card format. The comprehensive service package is specially tailored to Porsche customers and focuses on experiences, comfort and convenience. At the heart of the card are services from the areas of Porsche Family, Exclusive Lifestyle, Mobility and Peace of Mind. Popular benefits such as free Avis Priority airport parking or the comprehensive insurance package have been retained and expanded to include many other services,” Porsche said. Continue reading →

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Takata Recall Haunts BMW X5 SUVs

Posted on 10 November 2025 by Ken Zino

BMW of North America (BMW) is recalling more than 5000 model year 2000-2001 X5 SUVs that may be equipped with a sport steering wheel containing a Takata PSDI-4 air bag inflator (TK Global LLC). The inflator may explode during deployment due to propellant degradation occurring after long-term exposure to high absolute humidity, temperature and temperature cycling.

“Certain vehicles may contain a sport steering wheel equipped with a Takata driver’s front air bag module that contains a PSDI-4 inflator that could have been installed as a replacement / spare part. The originally equipped did not contain an inflator with ammonium nitrate,” BMW said in the mandatory safety defect recall filing made public by the National Highway Traffic Safety Administration this morning (NHTSA). Continue reading →

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Rear Camera INOP – Toyota Recalls More than 1M Vehicles

Posted on 10 November 2025 by Ken Zino

Toyota Motor Engineering & Manufacturing (Toyota) is recalling ~ 1,024,407  model year 2022-2026 Toyota, Lexus, and Subaru Solterra vehicles equipped with a Panoramic View Monitor (PVM) system. A software error may cause the rearview camera to freeze or display a blank screen when the vehicle is in reverse. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) number 111, Rear Visibility.

“This issue only affects the vehicles listed above which are equipped with the Parking Assist ECU containing specific software logic from a specific supplier,” Toyota said in the mandatory safety defect recall filing made public today by the National Highway Traffic Safety Administration. [Denso Corporation is the Tier One supplier of the ECU – AutoCrat.] Continue reading →

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Battery Fire Recalls – ~320,065 Jeep Wrangler and Grand Cherokee 4Xe Models

Posted on 10 November 2025 by Ken Zino

Chrysler (FCA US) is recalling more than 320,000 2020-2025 model year Jeep Wrangler 4Xe and model year 2022-2026 Grand Cherokee 4Xe plug-in hybrid vehicles. The high voltage battery may fail internally and lead to a vehicle fire while parked or driving. Samsung SDI America supplied the defective batteries.

In the mandatory safety defect recall filing made public today by the National Highway Traffics Safety Administration (NHTSA), Chrysler said “In rare circumstances, a battery pack may contain cells with separator damage. Separator damage, combined with other complex interactions within the cells, may lead to a vehicle fire.” Continue reading →

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Annals of Marketing – Ford Signature 2.0 Debuts

Posted on 6 November 2025 by Ken Zino

Ford Motor Company (NYSE: F) said today that its New Retail Experience – dubbed Ford Signature 2.0 – is designed to deliver an enhanced customer journey.*

“Today, we’re introducing a new, unified global retail experience, developed with Ford dealers around the world, to meet these needs,” said Elena Ford, chief customer experience officer at Ford Motor Company. “This approach offers seamless options, whether you prefer browsing online or a hands-on dealership visit, ensuring each step of your journey with Ford is effortless – from considering a vehicle to every service appointment thereafter. Like always, we’re putting our customers at the heart of everything with this experience. We’ve created the new design standard, Ford Signature 2.0, with our global dealers, building on years of learnings and pairing behavioral science with human-centered design to foster lasting relationships.” Continue reading →

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Little Changed – J.D. Power 2025 U.S. Sales Satisfaction Index

Posted on 6 November 2025 by Ken Zino

The J.D. Power 2025 U.S. Sales Satisfaction Index (SSI) StudySM released today notes that despite the market shifts, overall customer satisfaction with the vehicle purchase experience increased by 1 point this year to 802 (on a 1000-point scale).

“Satisfaction among buyers has been gradually improving over the years, including a modest increase in 2025 despite the added uncertainties that tariffs bring.” said Stewart Stropp, vice president of automotive retail at J.D. Power. “However, even in a challenging market, the fundamentals of satisfaction haven’t changed. Dealers who stay transparent during the deal, take time to educate buyers on their vehicle’s features, and maintain that connection after delivery are the ones poised to boost buyer satisfaction, ultimately leading to better customer retention and business growth.” Continue reading →

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Michigan – Tariffs Cause Higher Grocery Prices, More Expensive Housing, Put Jobs at Risk

Posted on 5 November 2025 by Ken Zino

In response to Governor Gretchen Whitmer’s executive directive to gauge the impact of federal tariffs on Michigan’s economy, several State of Michigan departments submitted reports pointing to higher prices and costly delays that would ultimately impact Michiganders. Today, the U.S. … Continue reading →

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Air Bag Deployments – NHTSA Investigating Honda Odysseys

Posted on 3 November 2025 by Ken Zino

Late last week in spite of the Republican led government shutdown, The Office of Defects Investigation (ODI) at DOT opened an engineering analysis into inadvertent air bag deployments on 2018-2022 model year Honda Odyssey minivans manufactured by American Honda Motor Company. More than 440,000 vehicles are involved. Most government workers are doing their jobs without pay. House Republicans aren’t working of course, but receiving full pay and benefits.*

The Office of Defects Investigation (ODI) has received 18 complaints, and some Early Warning Reporting (EWR) and death & injury reports alleging inadvertent air bag deployment. These inadvertent deployments relate to the side curtain and/or side thorax air bags used in model year 2018-2022 Honda Odyssey models. Continue reading →

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UAW Endorses Sherrod Brown for US Senate

Posted on 3 November 2025 by Ken Zino

The UAW today officially endorsed Sherrod Brown for US Senate. Approximately 100,000 active and retired UAW members live and vote in Ohio. The UAW Ohio CAP (Community Action Program) Council formally voted to endorse Brown and said it will mobilize hundreds of thousands of working-class Ohioans to elect Brown to the US Senate.

“Sherrod is more than an ally of the UAW; he is an honorary union brother,” said UAW Region 2B Director Dave Green. “Ohioans don’t need another representative who leaves us wondering whose side they’ll be on when it matters. We know exactly where Sherrod Brown stands, because he has been in the fight with the UAW and the working-class time and time again. I am proud of our members for committing to elect working-class fighters like Sherrod.” Continue reading →

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Volkswagen ID – Money Back in 100 Days

Posted on 3 November 2025 by Ken Zino

In a marketing move that likely will have international implications, Volkswagen* in the U.K. today announced the so-called ID. Promise. This allows its retail electric car customers between 80 and 100 days after collection to ‘drive and decide.’ The time frame in which people can return vehicles is from the point that they take delivery of their new cars. They just need to inform their retailer, who will then arrange a refund minus a 3% fixed usage charge, as well as the cost to repair any damage or modifications to the cars since they were handed over.**

“Official figures show more than 1.3 million UK motorists have already converted to electric, and time and time again our customers tell us they would never go back to petrol or diesel having made the move,” said Rod McLeod, Director of Volkswagen UK. “But there are many more people who want to go electric but feel unsure. This straightforward initiative gives them the perfect opportunity to ‘drive and decide’ with no strings attached.” Continue reading →

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Cadillac 2028 Escalade IQ Debuts High-Speed Computing Core

Posted on 22 October 2025 by Ken Zino

At its so-called GM Forward media event in New York today, General Motors (NYSE: GM) talked about how manufacturing scale, software expertise, and AI are “converging to transform the car from a mode of transportation into an intelligent assistant.” GM is hardly alone in this quest to use advanced computing power to increase the technical ability and expand the market for branded vehicles.

“One of the most significant steps toward that future is autonomy. GM announced plans to bring eyes-off driving to market in 2028, debuting on the Cadillac Escalade IQ electric SUV. GM has already mapped 600,000 miles of hands-free roads in North America, and customers have driven 700 million miles with Super Cruise without a single reported crash attributed to the system. [footnote 1] Additionally, the technology and validation frameworks from Cruise add more than five million fully driverless miles of experience,” GM said. (Worrying here is GM expensive warranty cost problems discussed during its latest earnings call – AutoCrat) Continue reading →

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GM Ends Production of BrightDrop EVs in Canada

Posted on 21 October 2025 by Ken Zino

General Motors (NYSE: GM) today confirmed the end of production of the BrightDrop electric delivery van built at CAMI Assembly in Ingersoll, Ontario. BrightDrop production will not be moved to another site. GM said “The commercial electric delivery van market … Continue reading →

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How China Is Gutting Western Automakers

Posted on 20 October 2025 by Michael Dunne

“Make the world more dependent on China. Make China less dependent on the world.” – Xi Jinping (Politburo, Dual Circulation Strategy, May 2020) If China’s goal is total domination of the global auto industry, the master plan might look something like this:

Scale Up: Build enough capacity to supply more than half of the world’s annual demand for vehicles.
Flood In: Launch a frenzied push of exports into markets worldwide and, with aggressive pricing, take large chunks of market share. Continue reading →

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Online Marketing – Aston Martin Reveals New Configurator

Posted on 20 October 2025 by Ken Zino

Aston Martin with the launch of the most comprehensive update of its online Configurator since it originally debuted four years ago, claims it “is a true gateway to the brand, and the refresh refines and elevates aspects of the user experience to create a truly premium digital presence.” (Marketing Babble alert – AutoCrat>

“Our Configurator is an integral part of the modern Aston Martin customer experience,” said Alex Long, Aston Martin’s Global Marketing Director. “Our digital team has worked closely with Aston Martin’s design studio to shape an experience that is vivid, responsive, and inspirational. It’s essential to us that the quality and richness of Aston Martin’s design, engineering and craftsmanship is faithfully rendered to potential customers.” Continue reading →

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Trump Job Approval Flat. Congress Drops

Posted on 16 October 2025 by Ken Zino

Stagwell (NASDAQ: STGW) today released the results of the September Harvard CAPS / Harris poll, a monthly group effort between the Center for American Political Studies at Harvard (CAPS) and the Harris Poll and HarrisX.

“Voters’ outlook on the country remains largely the same with strong opposition to the government shutdown,” said Mark Penn, Co-Director of the Harvard CAPS / Harris poll and Stagwell Chairman and CEO. “They feel the rhetoric of today’s political leaders has grown too polarizing and is fueling political violence, and they want leadership that works to unite the country.” Continue reading →

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