Autoblog

After years of incremental improvement in customer satisfaction, a study from the University of Michigan shows that overall, Detroit automakers have declined versus their Japanese and German rivals. The study, which polls customers with six-month-old to three-year-old vehicles, shows that U.S. automakers have stalled in their quest to improve satisfaction. The problem? Rising gas prices have made truck and SUV customers very unhappy with their vehicles, which reflects negatively in the overall score.

The Chevrolet brand was hit hardest, with scores dropping 3.7% versus last year's score. The bow tie brand was ahead of only Dodge and Jeep. The news isn't all bad for General Motors, though, as truck and SUV-less Saturn posted the industry's largest gain of 4.9 points to get within one point of Toyota and Honda's score of 86. Buick and Cadillac also performed very well in the survey, with each GM brand scoring an 85. Ford was flat year over year, but the Blue Oval's score of 80 was two points lower than the industry average. Lincoln Mercury also saw a big 3.5% drop in satisfaction, but those Ford brands are still above the industry average score with an 83. Chrysler did very poorly overall, with all three brands scoring under the industry average.

While the Detroit automakers might take note of the unfavorable results, this survey isn't widely published like the ones from J.D. Power and Consumer Reports. Both Ford and GM are faring well in J.D. Power's recent studies, and both are also still showing improvement in Consumer Reports.

[Source: Detroit News]

The University of Michigan's National Quality Research Center released its American Customer Satisfaction Index today, which found that in general customer satisfaction has slightly increased this year in the automotive industry, and specifically domestic automakers have gained ground on their import competitors. While Lexus leads all brands with a score of 87 out of 100, Cadillac (86), Buick (86) and Lincoln-Mercury (86) all came within spitting distance of Toyota's luxury leader. Toyota and Honda, meanwhile, slid compared to last year, both achieving a score of 84. While improving, Ford (80), Chevy (82) and Dodge (80) still have a gap to close on their Japanese competitors.

These scores actually mirror closely the rankings in J.D. Power and Associates recently released 2007 Vehicle Dependability Study, and one would assume a customer's satisfaction with his or her vehicle has something to do with its dependability. That study saw Lexus tied with Buick for first place, with Cadillac, Lincoln and Mercury not far behind, as well.

[Source: University of Michigan, Automotive News]

In yet another installment of the Mazda RX-8 customer satisfaction drama, we can confirm that the manufacturer will announce a voluntary recall on 2004, 2005 and some 2006 model year RX-8s. Mazda has confirmed to us that owners will be receiving notices in the next month or so, as the company is doing a staggered roll-out across the country.

Mazda has also told us that the repairs needed for each RX-8 will vary based on tests performed by each dealer. Automotive News is reporting that each car will receivea vacu um test to check for oil leaks, and those vehicles suffering from sealing problems will receive new Renesis side-port rotary engines. Robert Davis, head of product development and quality at Mazda, told Automotive News that the company does not want dealers tearing into the engines, and instead will send the defective motors to its remanufacturing plant in North Carolina. Each vehicle will also receive a check of its starting system, as that supposedly has been problematic. Davis described the campaign as "white-glove treatment".

Mazda claims that the problem is brought on by hot climates or the usage of synthetic oil. If the oil is allowed into the combustion chamber, it eventually reaches the catalytic converter and causes a malfunction of that emissions-control device.

[Source: Rotary News]

A new J.D. Power/What Car? 2006 U.K. customer satisfaction survey has just ranked Lexus as the country's top brand, with the brand's IS sedan taking high honors as as the highest ranking car.

In customer satisfaction ranking of car models, the Lexus IS narrowly beat out the Honda Jazz, with the Suzuki Liana coming in third.

Two British brands rank in their home-market top 10 - MINI and Jaguar, although only the Jaguar S-type cracked the top 10 model listing.

[Source: Autocar]