J.D. POWER

Vehicle Dependability Powerfully Impacted by Proprietor Practices with Technology

Lexus Ranks Highest in Vehicle Dependability for a Fourth Consecutive Year;

General Motors Company and Toyota Motor Corporation Each Receive Seven Segment Awards

WESTLAKE VILLAGE, Calif.: twenty five FEBRUARY 2015 — Bluetooth connectivity and voice recognition issues are the most frequently reported problems after three years of ownership, according to the J.D. Power two thousand fifteen U.S. Vehicle Dependability Examine SM (VDS) released today. Probe findings showcase that technology is playing an increasingly critical role in owners’ perceptions of overall vehicle reliability, which, in turn, is impacting their likelihood to repurchase the same brand next time around.

The probe, now in its 26th year, examines problems experienced during the past twelve months by original owners of two thousand twelve model-year vehicles. Overall dependability is determined by the number of problems experienced per one hundred vehicles (PP100), with a lower score reflecting higher quality. The investigate has been enhanced in two thousand fifteen to better measure the quality of today’s vehicles, particularly related to fresh technologies and features now being suggested.[1] The investigate covers one hundred seventy seven specific problem symptoms grouped into eight major vehicle categories.

The top two problems reported by owners are Bluetooth pairing/connectivity and built-in voice recognition systems misinterpreting instructions. These are also the most frequent problems reported by owners at ninety days, according to the J.D. Power two thousand fourteen U.S. Initial Quality Examine. SM

“As we’ve seen in our Initial Quality Explore, owners view in-vehicle technology issues as significant problems, and they typically don’t go away after the ownership honeymoon period is over,” said Renee Stephens, vice president of U.S. automotive at J.D. Power. “Furthermore, early indications from our upcoming two thousand fifteen U.S. Tech Choice Explore showcase that vehicle holder expectations of advanced technology capabilities are growing. Owners clearly want the latest technology in their vehicles, and they don’t hesitate to express their disapproval when it doesn’t work. Their definition of dependability is increasingly influenced by usability.”

Because issues with technology influence overall dependability, they also influence repurchase intent. The explore finds that fifty six percent of owners who report no problems with their vehicle say they “definitely will” purchase the same brand next time, compared with forty three percent of those who report three or more problems. Together with the fact that fifteen percent of new-vehicle buyers indicate they avoided a model because it lacked the latest technological features—up from just four percent in 2014[Two]—technology clearly plays a key role in affecting future purchase decisions.

Key Examine Findings

• Among owners who experienced a Bluetooth pairing/connectivity problem, fifty five percent say that their vehicle would not recognize their phone, and thirty one percent say the phone would not automatically connect when coming in their vehicle.
• The number of engine/transmission problems remains high. Almost thirty percent of the reported powertrain problems are a result of automatic transmission hesitation and rough shifting.
• Six of the top ten problems are design-related as opposed to defects or malfunctions.
• By vehicle category, the most frequently reported problems are related to exterior, followed by engine/transmission and audio/communication/entertainment/navigation.
• Overall vehicle dependability industry-wide averages one hundred forty seven PP100, or approximately 1.Five problems per vehicle.

“At the three-year point, many owners are thinking about substituting their vehicles, and we find that how they feel about their current vehicle’s quality and dependability impacts their intent to consider purchasing the same brand again,” said Stephens. “Oftentimes, the issues owners practice can be resolved with a software update or, in the case of Bluetooth pairing problems, dealers can step in to help. In cases such as these, proactively reaching out to owners presents an chance for automakers and their dealers to engage with customers in a positive way.”

Highest-Ranked Nameplates and Models

Lexus ranks highest in vehicle dependability among all nameplates for a fourth consecutive year, with a score of eighty nine PP100.

• Buick (110 PP100) goes after Lexus in the rankings, moving up three rank positions from 2014.
• Following Buick in the rankings are Toyota (111 PP100), Cadillac (114 PP100), and Honda and Porsche in a tie (116 PP100 each).
• Notable rank improvements from two thousand fourteen include Scion (121 PP100), improving by thirteen rank positions from 2014; Ram (134 PP100), improving eleven rank positions; and Mitsubishi (140 PP100), improving ten rank positions.

General Motors Company and Toyota Motor Corporation each receive seven segment awards.

• GM models receiving an award include the Buick LaCrosse; Chevrolet Camaro; Chevrolet Malibu; Chevrolet Silverado HD; GMC Sierra LD; GMC Terrain; and GMC Yukon.
• Toyota awardees include the Lexus ES; Lexus GX; Scion tC; Scion xB; Scion xD; Toyota Corolla; and Toyota Sienna.

The two thousand fifteen U.S. Vehicle Dependability Explore is based on responses from more than 34,000 original owners of two thousand twelve model-year vehicles after three years of ownership. The investigate was fielded in November and December 2014.

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

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[1] Due to the redesign of the two thousand fifteen Vehicle Dependability Examine, PP100 scores in the two thousand fifteen probe cannot be compared with PP100 scores in previous-year studies.

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