April '20

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4 THE SHOP APRIL 2020 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ © 2020 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. POSTMASTER: 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. re you factoring improved new vehicle depend- ability into your product and service mix? According to the J.D. Power 2020 U.S. Vehicle Dependability Study, overall dependability of 3-year-old vehicles improved 1.5% from a similar study last year. "Despite the increased adoption of complex vehicle tech- nology, dependability continues to improve," said Dave Sargent, vice president of global automotive at J.D. Power. "There's no question that 3-year-old vehicles today are better built and more dependable than same-age vehicles were in previous years. However, the rapid introduction of technology is putting increased pressure on dependability, so it would not be surprising to see problem levels plateau, or even increase, over the next few years." The study, now in its 31st year, measures the number of problems per 100 vehicles (PP100) experienced during the past 12 months by original owners of their 3-year-old vehicles. The 2020 study measures problems in model-year 2017 vehicles. A lower score reflects higher quality, and the study covers 177 specific problems grouped into eight major vehicle categories. Key findings include: • Vehicle dependability improves—but at a slower rate. The industry average in 2020 is 134 PP100, which is an improvement of just 2 PP100 from 2019. (However, in 2019, there was an improvement of 6 PP100 from 2018.) Despite the slowing rate of improvement, 2020 marks automakers' best performance in the history of the study. • Dependability gains driven by crossovers and SUVs. Crossovers and SUVs still have slightly more problems than cars, but the gap is narrowing. On average, owners of crossovers/SUVs experience 134 PP100, compared with 127 PP100 by car owners. With crossovers/SUVs now accounting for more than 50% of new vehicle sales annually, it is critical that automakers achieve the same level of quality and dependability as for cars. • In-vehicle technology shows greatest improvement. Audio/Communication/Enter- tainment/Navigation (ACEN) is the most improved category (by 2.3 PP100), but still accounts for more problems than any other category in the study. Owners continue to cite problems with voice recognition, Bluetooth connectivity and navigation systems. The Lexus ES was the highest-ranked model in the 2020 study. Its score of 52 PP100 is the best ever recorded in the 31-year history of the study. The Nissan LEAF is the first all-electric model to receive a segment-level award, for compact car. High-ranking brands included Genesis (highest in overall vehicle dependability), Lexus, Buick and Porsche. If you're interested in similar industry trends, be sure to check our website, theshopmag. com, and eNewsletter for the monthly Key Performance Indicators (KPI) report. New Vehicle Dependability On the Rise A \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ DRIVER'S SEAT PUBLISHER STACY MARSHALL EXECUTIVE EDITOR JEF WHITE DIGITAL CONTENT EDITOR A.J. HECHT 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 STEFANIE GALEANO-ZALUTKO, DINO PERFETTI, JOSH POULSON, PHILLIP M. PERRY, CHAD STORLIE NATIONAL BUSINESS MEDIA PRESIDENT DAVE POMEROY VICE PRESIDENT / AUDIENCE & EVENTS LORI FARSTAD VICE PRESIDENT / FINANCE KORI GONZALES, CPA DIRECTOR OF CONTENT REGAN DICKINSON DIRECTOR OF TECHNICAL SERVICE WOLF BUTLER MULTIMEDIA PRODUCER ALISON MCDONALD CEO & OWNER ROBERT H. WIEBER, JR. Jef White Executive Editor

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