For the first time in the nearly thirty-year history of the studio J.D. Power American Automotive Performance, Execution and Layout (CALL), the automotive industry faces a sharp drop in owner satisfaction of new cars. The results of the 2023 study reveal a trend that JD Power calls worrisome: 9 out of 10 main characteristics are less satisfactory, with the exception of fuel economy which is 15 points better than the previous year. Here are all the details of the investigation.

OF CUSTOMERS DISSATISFIED WITH 9 OUT OF 10 FEATURES OF NEW CARS

JD Power’s US APEAL 2023 study is based on the responses from 84,555 owners of new MY 2023 vehicles who were interviewed after 90 days of ownership. The study incorporates the JD Power US Initial Quality Study SM (IQS) on customer-perceived initial quality and the JD Power US Tech Experience Index (TXI) study, which instead focuses on the technologies most valued by US customers. In this case, the investigation measures owners’ emotional attachment and level of enthusiasm for their new vehicle. The APEAL study asked homeowners to rate 37 featuresvarying comfort they feel when sitting in the driver’s seat to euphoria when they step on the accelerator.

ONLY 1 IN 2 CUSTOMERS APPRECIATE THE CAR’S INFOTAINMENT SYSTEM

Among the features less exciting for customers of new cars there are infotainment systems, while connectivity is an area in which car manufacturers are increasingly investing to offer services that can be purchased on board. According to JD Power, only 56% of owners prefer to use the integrated systemcompared to 70% in 2020. On average, users of infotainment systems do so for:

• calls telephone, 45%;
• acknowledgement vocal37%;
• GPS navigation 43%.

“Despite the technological and design innovations that automakers put into new vehicles, owners are lukewarm towards them. Innovations such as chargers, in-vehicle apps and improved audio features are expected to enhance the owner experience– he pretends Frank Hanley, Director of Automotive Benchmarking at JD Power – but that does not happen when problems arise. There decrease in satisfaction should be a warning sign for me producers This they need to better understand what owners really want in their new vehicles ».

CUSTOMER SATISFACTION SURVEY RESULTS

THE results JD Power’s investigation shows that client satisfaction is variously oriented features, equipment and brand. Here are the results in summary:

• Android Automotivemodels equipped with AAOS with Google Automotive Services (GAS) score higher in the infotainment category than those without AAOS.
• Despite lower gasoline prices, the gap is widening satisfaction among ICE vehicles (758) and VEB (797), autonomy and efficiency;
• Satisfaction for You’re here down 9 points (878), but still one of the most popular brands.
• jaguars ranks first among premium brands with a score of 887, followed by land rover (883) e Porsche (883) tied for second place, while BMW (878) ranks fourth.
• To dodge ranks No. 1 among consumer brands for the fourth year in a row, with a score of 887. Next are RAM (873) and GMC extension (858) on the third.

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