JD Power’s Frank Hanley: Why the satisfaction gap is closing between premium and mass-market owners

Frank Hanley, senior director of automotive benchmarking for JD Power, joins Molly Boigon, Automotive News tech and innovation reporter, on the “Shift” podcast to discuss the latest APEAL study, which shows how consumers feel about their vehicles after 90 days of ownership.

Hanley explains how overall customer satisfaction is up for the third year in a row, why consumers prefer battery-electric vehicles in many categories, and why complicated infotainment systems are leading more car buyers to mass-market vehicles over premium options.