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Category Archives: customer satisfaction
Consumer Reports Auto Tester David Champion Joins Nissan
Nissan today announced the hiring of former Consumer Reports Auto Test Center Senior Director, David Champion, for a newly created position of executive adviser, competitive assessment and quality. The Japanese automaker is launching five new vehicles in 15 months, and its quality reputation is decidedly uneven. Consumer Reports rates 13 of 25 Nissan and Infiniti models this year as recommended buys. The J.D. Power Vehicle Dependability report has both Nissan and Infiniti well below industry average. Continue reading
Posted in auto news, customer satisfaction, people, quality
Tagged auto informed, autoinformed.com, automotive news, consumer reports, j.d power, Ken Zino, nissan
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China Sales Satisfaction Down. Audi, Nissan, Hyundai Lead
There is a decline in customer satisfaction in China as experienced salespeople are in short supply as auto dealerships continue to expand. Coupled with the slow down in Chinese vehicle sales this year, there is a “notable deterioration” in overall sales satisfaction among new-vehicle owners in China. Continue reading
Posted in auto news, awards, customer satisfaction, marketing, news analysis, people, results, shows and events
Tagged auto informed, autoinformed.com, automotive news, china, customer satisfaction, j.d power, J.D. Power Asia Pacific 2012 China Sales Satisfaction Index, Ken Zino, Sales Satisfaaction Index, ssi
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Regulations Work as Airlines Set On Time Records, Cut Delays
The biggest airlines in the U.S. posted records for the first half of 2012 for on-time performance, fewest cancellations and tarmac delays, as well as the lowest mishandled baggage rates. According to the Air Travel Consumer Report from the U.S. Department of Transportation, the 15 largest U.S. airlines posted an 83.7% on-time arrival rate during the first six months of 2012, the highest mark for any January-June period in the 18 years the Department has collected comparable data. Continue reading
Japanese Makes Take Top Three Spots in China Customer Satisfaction
The Japanese, led by Guangqi Honda, took the top three ratings in the 2012 China Customer Service Index. Honda – and its government-mandated local partner – was followed by Dongfeng Honda Automobile and GAC Toyota. Dongfeng took five out of the first ten spots in the latest quality survey. Continue reading
Posted in customer satisfaction, news analysis
Tagged auto informed, autoinformed.com, automotive news, china, csi, customer satisfaction, j.d power, Ken Zino
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Lexus Debuts New LS Flagship Sedan Tonight in San Francisco
The original Lexus full-size sedan – the 1990 model LS 400 – caught the Germans by surprise with its combination of high quality, silky smooth ride, and a price that undercut competing Mercedes-Benz and BMW sedans by $10,000 or more.
Initially dismissed by the Europeans, the success of Lexus ultimately forced improvements in quality and a lowering of prices by Audi, BMW, and Mercedes-Benz. The Japanese brand’s success has also prompted an expanding list of joint ventures with BMW. Continue reading
Posted in auto news, customer satisfaction, electric vehicles, marketing, new vehicle, news analysis
Tagged auto informed, autoinformed.com, automotive news, BMW, Ken Zino, lexus, ls 400, ls 460, luxury cars
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Airline On-Time Performance Improves in May
The largest airlines in the U.S. reported an on-time arrival rate of 83.4% in May, up from the 77.1% on-time rate of May 2011. This was down from April 2012’s 86.3% rate, according to the U.S. Department of Transportation’s Air Travel Consumer Report released today. Continue reading
Posted in aviation, customer satisfaction, news, results, transportation
Tagged airline delays, auto informed, autoinformed.com, dot, faa, Ken Zino
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Volaris Fined by DOT for Failing to Disclose Baggage Fees
The U.S. Department of Transportation today assessed a fine of $130,000 against the Mexican airline Volaris for failing to inform consumers that they may have to pay baggage fees when buying a ticket on the carrier. This is the first penalty assessed for a violation of the provisions of the Department’s new aviation consumer rule that took effect this past January. Continue reading
Posted in aviation, customer satisfaction, news
Tagged airlines, auto informed, autoinformed.com, automotive news, baggage fees, dot, Ken Zino, volaris
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Right to Repair Bill Passes Massachusetts Senate
A version of the bill, omitting dealerships, is currently before the Massachusetts house, with unknown prospects. However, more than 100,000 citizens signed a Right to Repair ballot initiative earlier this year. If the legislature does not pass a final bill, the state’s consumers will get their own chance to vote—on the November ballot. Recent polls have shown support level for Right to Repair as high as 87%. Continue reading
Study Claims E15 Ethanol Gas Will Damage New Car Engines
At the heart of the controversy are the costs of installing E15 pumps at gas stations, which already are selling fuel with E10, as well as warranty costs at automakers, where typically powertrains are now covered for 100,000 miles. The problem for automakers and consumers comes from a regulation that applies to existing vehicles on the road, instead of a phase-in for future vehicles. While automakers are now building some vehicles that can safely run of blends containing up to 85% ethanol, CRC said the decision to move to E15 was “premature and irresponsible,” since millions of existing auto engines cannot. Continue reading
Airlines Post Record On-Time Performance but Complaints Up
Between January and March this year, the nation’s largest airlines posted their best on-time arrival rate for the first quarter of any year since the Department of Transportation began collecting comparable flight delay data in 1995. Supporters cite this as a clear example of the effectiveness of government regulation back by stiff fines. Continue reading
Customer Satisfaction with Dealer Service Improves
It seems a shift in the type of work done is largely responsible for the gains. In 2012, 72% of vehicle owners indicate their latest dealer service visit was for maintenance rather than repair, an increase from 63% in 2011. Customer satisfaction with maintenance visits is typically higher than satisfaction with repair visits, since visits for routine maintenance tend to be less expensive and less time-consuming. Continue reading
Airline On-Time Performance Improves in January
Flights to or from Phoenix (PHX) operated by Southwest or United had the dubious distinction of posting the most delays of greater than 30 minutes in January more than 50% of the time. Continue reading
Posted in aviation, customer satisfaction, news, results, transportation
Tagged airlines, auto informed, autoinformed.com, automotive news, bts, Ken Zino, on-time performance
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NHTSA Investigating Ford Taurus Runaway Throttle Complaints
Complaints allege engine speeds as high as 4,000 RPM after shifting into Park or Neutral. Some complaints report that it was difficult to slow the vehicle with the brakes during the incident and one report indicated that when the car was finally stopped, it was partially in an intersection after going through a red light. Continue reading
Ford, Lincoln Change Touch Screens after Quality Ratings Dive
While Ford keeps claiming its customers want electronic features such as MyFord Touch, saying 56% of them rate the technology as an “important” part of the buying decision, its quality and customer satisfaction ratings by users as measured from independent sources have plummeted during the three years since introduction. Continue reading
Posted in auto news, customer satisfaction, design and styling, distracted driving, news analysis, quality, safety
Tagged auto informed, autoinformed.com, automotive news, consumer reports, Ford, infotainment, Ken Zino, myford touch, mylincoln touch, quality, telematics, touch screen
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Porsche Recalls Cayenne SUVs for Headlights Falling Out
Porsche is recalling more than 20,000 four-door Cayenne SUV models in the U.S. because the headlights can become loose and possibly fall out. Globally 100,000 Cayenne SUVs are affected. Letters are now being sent to owners of the affected vehicles, Porsche said in a required filing with the National Highway Traffic Safety Administration. The repair takes approximately 45 minutes. Continue reading
