I'd also argue the brand loyalty "change" the OP's link points to may be related to the absolute BS dealers are pulling these days due to the limited supply. We love our NX, but holy hell the purchase experience has even FURTHER increased our hatred for the "traditional" car dealership. These behaviors cannot be helping brand loyalty...

 

The first one is customer satisfaction on the sales process and second is customer satisfaction of the service department.

 

The top 3 had me thinking I was in Bizarro world xD

 

Remember initial quality is surveying owners at the six month mark. For me this is meaningless. I care much more about the dependability study surveying owners at the three year mark.