September '19

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4 THE SHOP SEPTEMBER 2019 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ © 2019 National Business Media, Inc. All rights reserved. THE SHOP (ISSN 2380-7415) is published monthly by National Business Media, Inc., 2800 W. Midway Blvd, Broomfield, CO 80020; (303) 469-0424; FAX (303) 469-5730. Subscription rates in the U.S.: One year, $45; Two years $80; Three years $108. Canada: One year, $76; Two years, $142; Three years, $201 (U.S. Funds). Mexico/International: One year, $98; Two years, $186; Three years, $267 (U.S. Funds). Periodicals Postage Paid at Broomfield, CO 80020-9998 and additional mailing offices. USPS/National Business Media Automatable Poly. POSTMAS- TER: Please send address changes to THE SHOP, PO Box 460651, Escondido, CA 92046-0651. All items submitted to THE SHOP become the sole property of THE SHOP and National Business Media, Inc. and may not be reproduced without the written consent of the publisher. Advertisers and/or their agencies, jointly and severally, assume all liability for printed advertisements in THE SHOP. Opinions expressed in THE SHOP may not necessarily reflect the opinion of the magazine's editor, its management or its advertisers. Letters, photographs and manuscripts welcome. f a happy customer base is a strong customer base, then the specialty automotive aftermarket should be in good shape, according to a new report that shows Americans really like their new cars. Improvements in infotainment systems and increased avail- ability of Advanced Driver-Assistance Systems are making customers increasingly satisfied with their new vehicles, according to the J.D. Power 2019 Automotive Performance, Execution and Layout (APEAL) study. The industry average satisfaction index score increased to 823 (on a 1,000-point scale) from 820 in 2018, with 22 of the 32 brands included in the study improving from last year. "Every automaker is producing vehicles that consumers like, but some of them are doing it at a higher level than others," said Dave Sargent, vice president of Global Automotive at J.D. Power. "Satisfaction with new technology is improving, but infotainment remains an area where automakers can get better. Owners have higher satisfaction if their vehicle is equipped with safety features such as blind spot monitor, collision avoidance and lane departure warning. This should serve as a positive sign for manufacturers, as these features are some of the early building blocks for fully automated vehicles." The study examined 10 vehicle categories, all of which improved in appeal from 2018. Categories showing the most improvement were infotainment (plus-10 points) and vis- ibility and safety (plus-6). Meanwhile, the gap between luxury and mass market brands narrowed. The average APEAL score for luxury brands was 853 points, compared with 818 for mass market brands. The gap of 35 points is the narrowest in the study's history and is down from 50 points just three years ago, according to J.D. Power. The satisfaction gap between cars and SUVs is also shrinking. Cars continue to outper- form SUVs in the fuel economy and engine/transmission categories, largely because cars are lighter than SUVs. However, SUVs gain the advantage in most other areas, including driving dynamics; storage and space; visibility and safety; and seats. "Fuel economy will always be an important consideration for shoppers, but they are increasingly wowed by the capability of modern SUVs," Sargent said. The Audi A7 was the highest-scoring model in the study overall. Receiving model-level awards for a third straight year were the Ford F-150 and Porsche Cayenne. The Ford Expe- dition, Honda Accord, MINI Countryman and Nissan Maxima each received model-level awards for a second consecutive year. Depending on the customer base your shop serves, these happier motorists should make eager customers, considering satisfied owners are more likely to keep their vehicles longer and therefore are more likely to want to accessorize and/or customize them. The specific mentions of infotainment and ADAS products also reinforce their attractiveness for older and lower-level trim models. An important takeaway for everyone, the study shows, is that the OEMs are doing their jobs better than ever, and now it's up to the aftermarket to keep pace. New Vehicles are Making Drivers Happier than Ever I \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ DRIVER'S SEAT PUBLISHER REGAN DICKINSON EXECUTIVE EDITOR JEF WHITE DIGITAL CONTENT EDITOR ANTHONY BOWE ART DIRECTOR IVETH GOMEZ GRAPHIC DESIGNER LINDA CRANSTON EASTERN TERRITORY SALES MANAGER WENDY MILES WESTERN TERRITORY SALES MANAGER RYAN WOLFE SALES SUPPORT ERIN GADDIE TECHNICAL CONTRIBUTOR MIKE MAVRIGIAN CONTRIBUTING WRITERS BARRY ALT, JOANN BORTLES, JOHN CAROLLO, STEFANIE GALEANO-ZALUTKO, JOHN GUNNELL, TARA HURLIN, COURTNEY PAHLKE, DINO PERFETTI, JOSH POULSON, JASON R. SAKURAI NATIONAL BUSINESS MEDIA CEO ROBERT H. WIEBER JR. PRESIDENT DAVE POMEROY VICE PRESIDENT/INTEGRATED MEDIA JOHN BENNETT VICE PRESIDENT/FINANCE KORI GONZALES, CPA VICE PRESIDENT/NBM EVENTS SUE HUEG, CEM, CMP VICE PRESIDENT/AUDIENCE LORI FARSTAD DIRECTOR OF TECHNICAL SERVICES WOLF BUTLER MULTIMEDIA PRODUCER ALISON MCDONALD MULTIMEDIA PRODUCER BRIAN HAUSER Jef White Executive Editor

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