Posts tagged with "forte"

J.D. Power × Multimedia × Satisfaction Study

In-Car Multimedia Technology Still Vexes Vehicle Owners, but Some Automakers Showing Strong Improvement, J.D. Power Finds

In-car multimedia technology, perennially the leading source of complaints among new-vehicle owners, is still a sore spot for customer satisfaction, but is improving. According to the J.D. Power 2018 Multimedia Quality and Satisfaction Study,SM the number of reported problems with in-car audio, communication, entertainment and navigation (ACEN) technologies has decreased for a third consecutive year, with several technology standouts emerging among manufacturers.

The study measures the experiences and opinions of vehicle owners regarding the quality, design and features of their ACEN system in the first 90 days of ownership. Multimedia system quality is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

Top-performing vehicles in each segment are as follows:

• Small Mass Market: Kia Rio

• Compact Mass Market: Kia Forte

• Midsize Mass Market: Ford Mustang

• Large Mass Market: Ford Taurus

• Small Premium: BMW 2 Series

• Compact Premium: Porsche 718

• Midsize Premium: Lincoln Continental

• Large Premium: BMW 7 Series

“In-car multimedia has been a problematic category for automakers for several years, as ever-more elaborate navigation, voice recognition and entertainment systems have proliferated in vehicles of every type,” said Brent Gruber, Senior Director, Automotive Quality Practice, J.D. Power. “While the area is still the leading cause of new-vehicle complaints—with voice recognition technology continuing to lead the way as the number one complaint for a sixth consecutive year—we are seeing some serious improvement across the board, with some manufacturers really raising the bar on delivering quality multimedia technology experiences for their customers.”

Data for the annual Multimedia Quality and Satisfaction Study is derived from each year’s J.D. Power Vehicle Quality Survey (VQS). The data is augmented with supplier sourcing information where available, which affords multimedia suppliers with a comprehensive view of the overall multimedia industry, as well as the performance of individual products and systems, and problems that owners experience.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

New-Vehicles Improve × J.D. Power

New-Vehicle Initial Quality Improves Again, J.D. Power Finds

Genesis, Kia and Hyundai Are Three Highest-Ranked Brands

New-vehicle quality has improved for the fourth consecutive year—by 4% from 2017—and has reached its best level ever, according to the J.D. Power 2018 U.S. Initial Quality Study (IQS),SM released today.

Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) during the first 90 days of ownership, with a lower score reflecting higher quality. In this year’s study, quality improves across six of the eight categories measured, with 21 of the 31 brands included in the study improving their quality from 2017. The industry average of 93 PP100 is 4 PP100 better than in 2017.

“There’s no question that most automakers are doing a great job of listening to consumers and are producing vehicle quality of the highest caliber,” said Dave Sargent, Vice President of Global Automotive at J.D. Power. “That said, some vehicle owners are still finding problems. As vehicles become more complex and automated, it is critical that consumers have complete confidence in automakers’ ability to deliver fault-free vehicles.”

Following are some key findings of the 2018 study:

• Most vehicle areas improve: Of the eight categories measured, vehicle exterior improves the most, now at 15.2 PP100, compared with 16.6 PP100 in 2017. Improvements include less wind noise and fewer paint imperfections. Significant year-over-year improvements also occur in the seats (8.0 PP100 vs. 8.7 PP100) and vehicle interior (14.3 PP100 vs. 14.7 PP100) categories.

• Porsche 911 posts best score of any model: The Porsche 911 has the lowest overall problem level (48 PP100) of any model this year. This is also the lowest level recorded in this generation of the study (2013-2018). The U.S. Initial Quality Study, which was first published in 1987, is currently in its fourth generation.

• All domestic corporations improve faster than the industry: Fiat Chrysler Automobiles (7 PP100 improvement), Ford Motor Company (5 PP100 improvement) and General Motors (5 PP100 improvement) all outpace the industry average rate of improvement (4 PP100).

• Infotainment problems are decreasing: Audio/Communication/Entertainment/Navigation (ACEN) remains the most problematic category for new-vehicle owners. However, this area has improved for the third consecutive year, led by fewer problems with built-in voice recognition systems.

• Globalization of auto industry continues: Vehicles in the 2018 study are manufactured in 25 countries, 11 of which weren’t present in the study five years ago. Those 11 countries include Brazil, China, Finland, India, Italy, Netherlands, Poland, Serbia, Spain, Thailand and Turkey. The other 14 countries include Austria, Belgium, Canada, France, Germany, Hungary, Japan, Mexico, Slovakia, South Africa, South Korea, Sweden, United Kingdom and United States.

• Increasing problems with driver assistance systems: As automakers add more advanced driver assistance systems to their vehicles, more consumers are experiencing problems. The level is still low (3.5 PP100 on average) but has been increasing by about 20% a year for the past three years.

“As we look to the future, avoiding problems with safety and driver assistance technology is critical,” Sargent said. “In an era of increasingly automated vehicles, vehicle owners have to be comfortable using foundational technologies like lane keep assistance and collision avoidance. Otherwise, automakers will not easily overcome consumer resistance to fully automated (driverless) cars.”

Highest-Ranked Brands and Models

Genesis ranks highest in overall initial quality with a score of 68 PP100. Kia (72 PP100) ranks second and Hyundai (74 PP100) ranks third. This is the first time that three Korean brands are at the top of the overall ranking, and it is the fourth consecutive year that Kia is the highest-ranking Mass Market brand. Porsche (79 PP100) ranks fourth and Ford (81 PP100) ranks fifth.

Mazda is the most-improved brand, with owners reporting 25 PP100 fewer problems than in 2017. Other brands with strong improvements include Mitsubishi (20 PP100 improvement), Cadillac (15 PP100 improvement), Infiniti (15 PP100 improvement), Hyundai (14 PP100 improvement) and Lexus (14 PP100 improvement).

The parent company receiving the most model-level awards for its various brands is Ford Motor Company (five awards), followed by Hyundai Motor Group (four), and BMW, General Motors and Nissan (three each).

• Ford Motor Company models that rank highest in their respective segments are Ford Expedition; Ford Mustang; Ford Super Duty; Lincoln Continental; and Lincoln MKC.

• Hyundai Motor Group models that rank highest in their segments are Genesis G90; Hyundai Tucson; Kia Rio; and Kia Sorento.

• General Motors models that rank highest in their segments are Buick Envision; Chevrolet Silverado; and Chevrolet Silverado HD.

• BMW models that rank highest in their segments are BMW 4 Series; BMW X1; and BMW X6.

• Nissan models that rank highest in their segments are Nissan Altima; Nissan Frontier; and Nissan Maxima.

Other models that rank highest in their respective segments are Acura ILX, Dodge Grand Caravan, Mercedes-Benz GLA and Toyota Corolla.

Plant Quality Awards

Toyota Motor Corp.’s Yoshiwara plant (Japan), which produces the Lexus LX and Toyota Land Cruiser, receives the Platinum Plant Quality Award for producing models with the fewest defects or malfunctions. Plant quality awards are based solely on defects and malfunctions and exclude design-related problems.

Toyota Motor Corp.’s Cambridge North (Canada) plant, which produces the Toyota Corolla, and Georgetown 3 (Ky.) plant, which produces the Lexus ES, each receive the Gold Plant Quality Award in a tie for the Americas region. BMW Group’s Dingolfing 02 (Germany) plant, which produces the BMW 6 Series and BMW 7 Series, receives the Gold Plant Quality Award for the Europe/Africa region.

The 2018 U.S. Initial Quality Study is based on responses from 75,712 purchasers and lessees of new 2018 model-year vehicles who were surveyed after 90 days of ownership. The study is based on a 233-question battery organized into eight vehicle categories designed to provide manufacturers with information to facilitate the identification of problems and drive product improvement. The study was fielded from February through May 2018.

Find detailed information on vehicle quality, as well as model photos and specs, at jdpower.com/quality

For more information about the 2018 U.S. Initial Quality Study, visit http://www.jdpower.com/resource/us-initial-quality-study-iqs

See the online press release at http://www.jdpower.com/pr-id/2018086.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

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