Lincoln, Lexus, Buick, Subaru Ace Customer Satisfaction Index
Customer satisfaction is on the upswing -- at least in the auto industry. In fact, a new study shows that the majority of auto brands have improved in customers' eyes, and satisfaction has matched an all-time high.
The news comes from American Customer Satisfaction Index (ACSI), which gauges customer attitudes across a variety of companies, including banks, hotels, hospitals, and airlines. Since 1995, the firm has been tracking satisfaction in the auto industry, asking thousands of consumers to score their purchases on a scale of 0 to 100. Those scores reflect everything from the price of the vehicle, its value, and the quality of its construction.
In the study's first year, the auto industry averaged a score of 79. In 2005, the figure hit 81 for the first time, and in 2009 -- when incentives and the federal "Cash for Clunkers" program made deal-hungry customers giddy -- it reached 84.
The most recent ACSI survey shows that the industry has now matched that high score. What's remarkable is that, unlike in 2009, it's done so without massive incentives to make customers feel as though they're getting great bargains.
Here are the major takeaways from the latest data:
- Lincoln came in at the top of ACSI's customer-satisfaction list, with an average score of 90. That's the highest score any brand has ever received, and it's a full four points above Lincoln's 86 from last year. However, as ACSI analysts point out, "The downside for Lincoln is that high satisfaction may reflect a loyal, but dwindling, customer base."
- Rounding out the top five, in order, were Lexus (89), Buick (87), Subaru (87), and Cadillac (86).
- At the very bottom, we find Chrysler, with a score of 78. However, that's an improvement from last year's 76.
- Also earning low marks were GMC (80), Dodge (81), Mazda (82), and Kia (82).
- Even ACSI's lowest-scoring vehicles still earned grades above the 79 average seen in 1995 -- which either means that consumers have gotten soft in their scoring, or competition has gotten a lot tougher. (We're guessing it's the latter.)
- About 60% of the brands on the survey showed improvement over last year. Those brands were a good mix of American, Asian, and European marques.
- Even though Chrysler had a couple of brands at the bottom, all three on the list showed improvement over last year.
- Interestingly, Honda and Toyota -- often considered paragons of quality -- fell in the rankings.
Want to know how your brand fared? Have a look at ACSI's complete list and share your thoughts in the comments below. (Note: some brands are missing from the list, since there weren't a statistically significant number of buyers to give an accurate picture.)
This story originally appeared at The Car Connection
AT&T Asks Drivers To Pledge Sept. 19 To Never Text And Drive
With more than 100,000 crashes each year linked to texting and driving, getting the message out about the national epidemic of texting while driving is gaining momentum. AT&T and other wireless carriers are tackling the issue head-on.
AT&T is continuing its anti-texting campaign by asking drivers to sign a pledge that they’ll never to do it again. The company calls this campaign “No Text On Board – Pledge Day” and is ramping up communications efforts between now and the actual pledge day September 19. (See our coverage of AT&T’s previous no-texting campaigns here.)
Consumers can visit AT&T’s ItCanWait.com website now to pledge not to text behind the wheel. They can also share their pledge with friends and followers at Facebook and Twitter (#itcanwait).
In the coming weeks, AT&T will have an online simulator available so that anyone with Internet access can experience the dangers of texting while driving. The telecom company is also challenging device makers and app developers to work with AT&T so that devices include a pre-loaded, no-text-and-drive technology solution as soon as possible.
Texting while driving stats
The Pew Internet and American Life Project found that texting behind the wheel increased 50 percent in 2010, when 20 percent of all drivers admitted to either texting or sending an email while driving.
According to AT&T’s own survey, 97 percent of teens surveyed said texting while driving is dangerous – but 43 percent of them admitted to engaging in this dangerous distracted driving behavior anyway.
Virginia Tech Transportation Institute research shows that drivers who send text messages are 23 times more likely to be in a crash.
A study from the Texas Transportation Institute found that reaction time doubles when a driver is texting.
This story originally appeared at The Car Connection
Seat Belt Use Declines In U.S. By 1 Percent
A new report from the National Highway Traffic Safety Administration (NHTSA) shows that seat belt use in the United States dropped one percent last year.
Nationally, seat belt use declined from 85 percent to 84 percent. This is still up from the 80 percent it was in 2004.
A report in The Detroit News says that Michigan’s seat belt use last year declined by 0.7 percent to 94.5 percent. All-time high use was 98 percent in 2009.
Fifteen states and the District of Columbia achieved use rates of 90 percent or higher (Hawaii, Washington, Oregon, California, Michigan, Maryland, Texas, New Jersey, Nevada, Iowa, Illinois, Indiana, Minnesota, Alabama and Delaware.
At 72.2 percent, New Hampshire has the lowest rate of seat belt usage in the U.S., followed by Massachusetts at 73.7 percent. The highest seat belt usage is in Hawaii and Washington State, with each recording 97.6 percent in 2010.
NHTSA estimates that a one percentage point increase in national safety belt usage results in savings of 220 lives per year.
Lives saved by seat belts
According to data from the NHTSA’s National Center for Statistics and Analysis, seat belts saved an estimated 12,546 lives in 2010, compared with 12,763 in 2009. If all occupants had worn seat belts in 2010, an estimated 3,341 additional lives would have been saved. During the five-year period from 2006 to 2010, seat belts have saved more than 69,000 lives.
This story originally appeared at The Car Connection
Most Drunk Driving Deaths Caused By Drivers With Twice Legal BAC Limit
New research released by the National Highway Traffic Safety Administration (NHTSA) shows that in 2010, more than two-thirds of the 10,228 drunk driving deaths (7,145 or 70 percent) involved drivers with a blood alcohol content (BAC) of .15 or higher.
The report, “Prevalence of High BAC in Alcohol-Impaired Driving Fatal Crashes,” further indicates that the most frequently recorded BAC among all drinking drivers in 2010 fatal crashes was .18, more than twice the legal limit in all 50 states and the District of Columbia. On average, there was one alcohol-related death every 51 minutes.
Other report findings
- The age group with the highest percentage of drivers with BACs of .08 was 21 to 24 years old.
- Alcohol impairment rate among drivers in fatal crashes in 2010 was four times higher at night than during the day.
- A higher percentage of fatal crashes involving alcohol-impaired drivers occurred on weekends (31 percent), compared to 16 percent during the week.
- Drivers with .08 BAC or higher involved in fatal crashes were four times more likely to have prior DWI (driving while impaired) convictions than drivers with no alcohol.
The NHTSA released the report during a press conference in Washington, D.C. to launch the annual nationwide crackdown on drunk driving, “Drive Sober or Get Pulled Over.” Beginning August 17 and lasting through the Labor Day holiday weekend more than 10,000 police departments and law enforcement agencies across the country will support the campaign.
In July, Congress approved a $20 million incentive program that will award states extra money if they require drivers convicted of drunk driving to have ignition interlock devices installed on their vehicles.
Today, 17 states have laws mandating such devices for first-time DUI (driving under the influence) offenders who want to retain driving privileges. Missouri and Virginia are the two most recent states to adopt ignition interlock laws. California has a pilot project mandating ignition interlocks for all drunken driving convictions in the counties of Alameda, Los Angeles, Sacramento and Tulare.
NHTSA Administrator David Strickland said he wants all 50 states to require ignition interlock devices.
View the new “Ignition Interlock Guidelines for DWI Courts” here (PDF). The Governors Highway Safety Association (GHSA) has a breakdown of the drunk driving laws by state here.
This story originally appeared at The Car Connection
Help Design Domino’s Pizza’s Ultimate Delivery Vehicle
Who doesn’t love pizza? That is, pizza that’s delivered piping hot, not with toppings sliding off to the side or suffering other delivery-related mishaps. Domino’s Pizza the “recognized world leader in pizza delivery,” now focuses its attention on creating the Ultimate Delivery Vehicle by asking consumers to help design it.
Domino’s is partnering with Local Motors, an open-source automaker, on the project, powered by Local Motors’ “The Forge” community interface.
Besides a love of pizza, fans may be motivated by the lure of a total of $50,000 in prize money by the time the competition officially ends February 19, 2013.
The “design brief page” offers details about the competition, which encompasses five phases of design, packaging, interior, surfacing and rendering. Phase one started August 13 and runs through September 23, with winners announced October 10. First prize in this stage is $10,000 and the intention of building a prototype. Second prize is $5,000, third is $1,500 and $500 each goes to winners four through ten.
Before submitting a hastily-drawn rendering, however, pay close attention to the requirements for the exterior and interior of the Ultimate Delivery Vehicle. Besides being durable, efficient, easy to get in and out of and easy to clean, it has to be able to carry 20 pizzas, up to ten 20-ounce and six two-liter bottles of soda, assorted salads and dipping cups plus napkins and condiments – and keep everything level and secure during the delivery process.
This story originally appeared at The Car Connection
2013 Dodge Durango Recalled For Airbag Problem
Chrysler is conducting a voluntary safety recall of certain 2013 model year seven-passenger Durango SUVs over concerns that some side airbags may fail to function properly.
A notice on the National Highway Traffic Safety Administration (NHTSA) site lists the number of vehicle potentially involved as 1,449. Affected vehicles were produced from April 11, 2012 through July 20, 2012.
Documentation from Chrysler (PDF) describes the issue in more detail. In brief, some 2013 Dodge Durango SUVs may have been built with the incorrect airbag occupant restraint control (ORC) module, one designed for the two-row, five-passenger Durango, not the three-row, seven-passenger model. The modules had been mislabeled.
Improper modules could result in the supplemental side airbag inflatable curtain failing to deploy as intended if the vehicle is hit from the side impact and to the rear of the second-row seat. Such an airbag failure increases the risk of injuries to vehicle occupants.
In a statement, Chrysler said it is not aware of any crashes or injuries related to the defect. The automaker also said that most vehicles involved in the recall are still on dealer lots.
Chrysler will notify owners of the vehicles involved in the campaign and dealers will replace the ORC module at no charge. The Chrysler safety recall campaign, number M25, is expected to begin during September 2012.
In the meantime, 2013 Dodge Durango owners with any questions or concerns may contact Chrysler at 1-800-853-1403.
Alternatively, owners of vehicles involved in the campaign may contact the NHTSA’s Vehicle Safety Hotline at 1-888-327-4236 or go to http://www.safercar.gov. Reference the NHTSA campaign ID No. 12V391000.
This story originally appeared at The Car Connection
2013 Land Rover Range Rover: First Look
In the upper strata of the luxury SUV market, it's hard to argue that mundane--but important--considerations like gas mileage play much of an important role. For 2013, that's slightly less true of the Land Rover Range Rover. In fact, it's about 700 pounds less true.Though some models of the 2013 Range Rover will save up to 926 pounds, the U.S.-specification V-8 models will tip the scales at 700 pounds less than the outgoing 2012 model. Significant weight savings like that can make a serious impact in fuel economy and emissions, though as yet, Land Rover hasn't revealed just how much smaller the Range Rover's carbon footprint will be.
The Range Rover's huge weight savings--about 12 percent of its total weight--is brought about by the new all-aluminum unibody and front and rear structures in place of the outgoing model's steel structures.
Along with being lighter, the Range Rover is now more spacious inside. Rear legroom grows 4.7 inches, offering easier access and more comfort for second-row passengers. Materials are, of course, exquisite, keeping with the Range Rover legacy, and the design themes reflect the brand's history while incorporating some of the latest technology, too.
Land Rover's proven Terrain Response system gets an update to enable fully automatic function, and is renamed Terrain Response 2 Auto. Precise details on the new traction and chassis control system's functionality hasn't yet been disclosed. An air-ride system at all four wheels handles adjustments to ride quality, via active dynamic controls. Combined with the lighter weight, Land Rover says the new model will deliver flatter cornering and more agile handling.
Other new features include an exclusive audio system by Meridian, a British audio specialty firm, which is standard on all models.For the U.S., Land Rover will offer two V-8 engine choices in the 2013 Range Rover. While the company hasn't revealed the second engine choice, it has confirmed the 5.0-liter normally aspirated V-8 will return for the new model year. We expect the second choice to be a supercharged, high-horsepower version.
The 2013 Land Rover Range Rover will arrive in the U.S. in December 2012.
This story originally appeared at The Car Connection
2013 Subaru Outback Video Road Test
Earlier this year, Subaru said its 2013 Outback would be getting some upgrades--a tweak here, a tuck there, a new engine and some dandy new safety features.
You'd have thought someone was spreading rumors that the official transportation of drum circles and Lilith Fairs everywhere was turning into a Republican National Committee shuttle bus. So many of you kept coming back to find out exactly what was going on, we called up Subaru and demanded an answer. Or, actually, a road-test vehicle.
We took to the mean streets of Palo Alto, where coffee houses only slightly outnumber the local Ph.D.s, and headed from HGM's palatial headquarters complex (free Twix!) to the foothills outside Stanford, hoping to attract attention and commentary on the new Outback while not drawing too much attention for shooting video without a permit in fee-happy California.
What we found: nothing shocking. The Outback's new flat-four engine delivers a little better fuel economy, and about the same noise and vibration through the continuously variable transmission (CVT) that's in most models sold today. The space that's always taken us aback--in the right way--is untouched, but the interior's been dressed up a little more with some woodgrain trim that we are completely certain is sustainable, naturally harvested, organic in nature, and vegan-friendly.
And in a mix of light trail riding and street cruising, the Outback's even demeanor reminded us why shoppers snap them up in steadily climbing numbers. It's a no-brainer if you live in the snow belt--but who doesn't like the reassurance of all-wheel drive and a reputation for great resale value and durability?
Two features probably will divide the Subaru loyalists from the arrivistes. One's a fab Harman/Kardon sound system with 440 watts of power. It'll pump out NPR's Morning Edition with such clarity, even Nina Totenberg will make perfect sense. The other's EyeSight, billed as a first from Subaru, but coming from another related automaker in the very, very short term. It uses twin cameras--they look like binoculars above the rearview mirror--to detect obstacles ahead and feed info to lane-departure warning systems, active cruise control, and more. It's pretty fancy for a Subaru, and can drive the price of an Outback well past the mid-$30,000 range.
The rest of the crossover world is shying away, bit by bit, from the kind of SUV imagery that once held complete sway. Not so the Outback. It's a diehard. It's always had a more rugged flavor than the Venza, the Murano, and the Edge. And now with the Ford Escape shrinking and getting more dartlike, the Outback's real competition has narrowed down to, and turns out to be, interestingly enough, the Jeep Grand Cherokee.
Grok that if you can, but first, flip through our video road test here. Then for all the details, including pricing with options, see our full review of the 2013 Subaru Outback, and make sure you're following us on Facebook and on Twitter.
This story originally appeared at The Car Connection
2013 Ford C-Max Hybrid Scores 47 MPG Across The Board
Topping Ford’s own estimates, the 2013 Ford C-Max Hybrid has achieved official Environmental Protection Agency (EPA) ratings of 47 mpg city, 47 mpg highway, and 47 mpg combined fuel economy.
Ford had anticipated a 47-mpg city rating, but also earned a 47-mpg on the highway cycle, 3 mpg higher than expected. All three numbers beat the EPA numbers for the 2012 Toyota Prius V (44/40/42 mpg) and 2012 Honda Civic Hybrid (44/44/44 mpg). The hybrid fuel economy leader remains the Prius liftback at 51/48/50 mpg.
Ford says the 2013 C-Max Hybrid is the first hybrid to achieve 47 mpg across the board. The C-Max Hybrid also achieves a top speed of 62 mph in all-electric mode.
The hatchback bows later this year with new features to the hybrid class, including the hands-free power liftgate already offered in the 2013 Escape crossover.
The five-passenger 2013 Ford C-Max Hybrid goes on sale nationwide this fall with a base price of $29,995, including destination and delivery charges. A few months after the C-Max Hybrid hits the streets, its sibling, the 2013 C-Max Energi plug-in hybrid will roll out in stages. The company claims that C-Max Energi will have an electric range that’s twice that of the 2012 Toyota Prius Plug-in hybrid.
This story originally appeared at The Car Connection
Ford Says Mid-Size Sedan Shoppers Now Expect Value And Technology
When Ford launched its configurator site for the 2013 Fusion midsize sedan, it did so to both promote the car and to gauge interest in packages that prospective buyers wanted. To its surprise, nearly 25 percent of those visiting the Fusion configurator site built cars with the technology-rich Driver Assist package.For Ford, that trend represented a departure from the norm, as high-tech content hasn’t historically been a deciding factor in the purchase of a midsize sedan. Make technology previously available only to luxury car buyers affordable, and the shopping criteria can indeed change.
Ford’s research shows that buyers now want features like MyFord Touch and a rear view camera system in a midsize family sedan. Moreover, features like a Blind Spot Information System, Lane Keeping Aid, automatic high beams and rain sensing wipers (all part of the Fusion’s optional Driver Assist package) become interesting if priced for the masses.
Ford thinks its found a pricing “sweet spot” for the new Fusion, as a mid-range Fusion SE can be configured with MyFord Touch, a rear view camera, the Driver Assist package and Active Park Assist for $29,885 including a $795 destination charge.
The automaker is quick to point out that getting the same suite of features from BMW would require the purchase of a 760Li, which prices out at over $140,000. A Mercedes-Benz S550 is a relative bargain at just under $100,000, but that doesn’t include an active parking assist system.
Yes, Ford is aware that it won’t lure a single BMW 7 Series or S-Class Mercedes customer with its 2013 Fusion, but that’s beside the point. Just as Henry Ford once made the automobile affordable to the common man, the company that bears his name appears intent on doing the same thing with vehicle safety systems.
This story originally appeared at The Car Connection
