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Category Archives: customer satisfaction
Shanghai GM and Audi Lead Latest “Apeal” Study in China
Chinese domestic vehicle brands have narrowed a gap in customer perception, but international brands still lead in a survey based on two to six months of ownership. Models from Shanghai General Motors led in four segments, while Audi rated the highest praise among automakers. Continue reading
Posted in auto news, customer satisfaction, marketing
Tagged appeal, auto informed, autoinformed.com, automotive news, china, chinese brands, j.d power, Ken Zino
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Chevrolet Volt Leads New Owner Satisfaction Report. Again
For the second straight year, virtually all owners of the Chevrolet Volt hybrid said they would buy one again. Fully 92% of respondents who own GM’s Volt – much decried by anti-government extremists – said they would definitely buy it again. This earned the $40,000 four-seat car the distinction of being the top-scoring model in the latest Consumer Reports Owner Satisfaction Survey. Continue reading
Lexus and Mini Lead in New U.S. Sales Satisfaction Survey
Whether it is possible to draw meaningful conclusions from closely ranked sales satisfaction numbers remains an open question among industry marketing executives and observers. Power maintains, not without considerable economic self-interest, that its study is a “comprehensive analysis” of the new-vehicle purchase experience. Continue reading
Toyota Recalls 150,000 Tacoma Pickups for Rust and Corrosion
Toyota Motor Sales, U.S.A. is recalling 150,000 Tacoma pickup trucks from the 2011 to 2004 model years because corrosion can suddenly jettison the spare tire from under the bed. While U.S. Tacoma sales for those years are much higher, only vehicles originally sold or currently registered in 20 cold climate states and the District of Columbia will be inspected and have the spare tire carrier assembly replaced if need be. Critics of such limited actions maintain they do not fix all the potentially unsafe vehicles. Automakers use them to cut down on the costs of a full recall. Continue reading
BMW 7-Series Doors Flying Open – NHTSA forced Recall Underway
After queries from safety agencies in Japan and the U.S., BMW is recalling 2005-2007 model 7-Series sedans because the doors can fly open without warning. A software programming error on the so-called Comfort Access and Soft Close Automatic options does not properly latch the doors. A bump in the road or movement of a passenger can pop the door open. Continue reading
U.S. Motorcycle Thefts Decrease to One Every 11 Minutes
The National Insurance Crime Bureau today said that motorcycle thefts were down 6% in 2011 from their 2010 total. This means 46,667 motorcycles reported stolen in 2011 compared with 49,791 in 2010. The theft rate, which sounds low, actually averages to one motorcycle theft every 11 minutes. Continue reading
Chrysler Moves Forward on Eliminating Printed Owner Manuals
Chrysler Group, the first automaker to eliminate the conventional owner manuals from its vehicles and offer industry-first vehicle-information apps in a cost cutting move, will now apparently be the first in the auto industry to offer vehicle-information kits in Spanish for the U.S. market. Continue reading
Ford Recalls 2013 Escape for Engine Fires, the Third Recall So Far
This is the third major recall on the best-selling Ford crossover SUV, which received a redesign for the 2013 model year, its first major revision since its 2001 model year debut. Ford did not publicize the recall, which became public because of a required legal filing with the Department of Transportation. Continue reading
Posted in auto news, customer satisfaction, manufacturing, recalls
Tagged auto informed, autoinformed.com, automotive news, escape fires, escape recalls, Ken Zino, nhtsa
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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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