JD Power Vehicle Dependability Study 2015

Η J.D. Power and Associates έδωσε στη δημοσιότητα την καθιερωμένη, ετήσια έρευνα αξιοπιστίας Vehicle Dependability Study, η οποία όπως και πέρυσι, καταγράφει αύξηση των προβλημάτων στα αυτοκίνητα. Αυτό που δεν πρέπει να εκπλήσσει κανέναν είναι πως για ακόμη μια φορά, η Lexus βρίσκεται ξανά στη πρώτη θέση της έρευνας αξιοπιστίας, για τέταρτο συνεχόμενο έτος, με την Buick να κάνει την θετική έκπληξη, τερματίζοντας στη δεύτερη θέση, μπροστά από την Toyota, με 110 προβλήματα ανά 100 αυτοκίνητα, σε σχέση με τα 111 προβλήματα ανά 100 αυτοκίνητα της Ιαπωνικής εταιρίας.

2015 VDS Slide1_0

Η Lexus είχε 89 προβλήματα ανά 100 αυτοκίνητα, η Cadillac 114 προβλήματα ανά 100 αυτοκίνητα, η Honda και η Porsche 116 προβλήματα ανά 100 αυτοκίνητα, η Mercedes με 119 προβλήματα ανά 100 αυτοκίνητα, η Scion 121 προβλήματα ανά 100 αυτοκίνητα, η Ram 134 προβλήματα ανά 100 αυτοκίνητα, με την Mitsubishi να έχει 140 προβλήματα ανά 100 αυτοκίνητα. Η Subaru αντιμετωπίζει 157 προβλήματα ανά 100 αυτοκίνητα, η Volkswagen 165 προβλήματα ανά 100 αυτοκίνητα, η Ford και η Hyundai 188 προβλήματα ανά 100 αυτοκίνητα, η MINI 193 προβλήματα ανά 100 αυτοκίνητα, η Jeep 197 προβλήματα ανά 100 αυτοκίνητα, η Land Rover και η Fiat 258 προβλήματα ανά 100 αυτοκίνητα.

2015 VDS Slide2_0

Ο μέσος όρος προβλημάτων ανά 100 αυτοκίνητα, φέτος ήταν 147, 14 περισσότερα σε σχέση με τα 133 προβλήματα ανά 100 αυτοκίνητα της περσινής έρευνας. Τα προβλήματα εντοπίζονται στον κινητήρα και στη μετάδοση, στο εσωτερικό, στην οδηγική εμπειρία, στις οθόνες των συστημάτων ενημέρωσης και ψυχαγωγίας, στο σύστημα σύνδεσης Bluetooth και στα συστήματα φωνητικών εντολών,. στα συστήματα κλιματισμού, στα καθίσματα αλλά και στο εξωτερικό.

2015 VDS Slide3_0

Περισσότερες πληροφορίες μπορείς να βρεις στο δελτίο τύπου που ακολουθεί, όπως και σε αυτό το PDF.

Δελτίο Τύπου

Vehicle Dependability Heavily Impacted by Owner Experiences with Technology

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

WESTLAKE VILLAGE, Calif.: 25 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 2015 U.S. Vehicle Dependability StudySM (VDS) released today. Study findings show 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 study, now in its 26th year, examines problems experienced during the past 12 months by original owners of 2012 model-year vehicles. Overall dependability is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality. The study has been enhanced in 2015 to better measure the quality of today’s vehicles, particularly related to new technologies and features now being offered.[1] The study covers 177 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 commands. These are also the most frequent problems reported by owners at 90 days, according to the J.D. Power 2014 U.S. Initial Quality Study.SM

“As we’ve seen in our Initial Quality Study, 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 2015 U.S. Tech Choice Study show that vehicle owner 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 impact overall dependability, they also impact repurchase intent. The study finds that 56 percent of owners who report no problems with their vehicle say they “definitely will” purchase the same brand next time, compared with 43 percent of those who report three or more problems. Together with the fact that 15 percent of new-vehicle buyers indicate they avoided a model because it lacked the latest technological features—up from just 4 percent in 2014[2]—technology clearly plays a key role in affecting future purchase decisions.

Key Study Findings

  • Among owners who experienced a Bluetooth pairing/connectivity problem, 55 percent say that their vehicle would not recognize their phone, and 31 percent say the phone would not automatically connect when entering their vehicle.
  • The number of engine/transmission problems remains high. Nearly 30 percent of the reported powertrain problems are a result of automatic transmission hesitation and rough shifting.
  • Six of the top 10 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 147 PP100, or approximately 1.5 problems per vehicle.

“At the three-year point, many owners are thinking about replacing 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 experience 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 opportunity 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 89 PP100.

  • Buick (110 PP100) follows 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 2014 include Scion (121 PP100), improving by 13 rank positions from 2014; Ram (134 PP100), improving 11 rank positions; and Mitsubishi (140 PP100), improving 10 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 2015 U.S. Vehicle Dependability Study is based on responses from more than 34,000 original owners of 2012 model-year vehicles after three years of ownership. The study 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.

2015 U.S. Vehicle Dependability Study Results

Consumers continue to clamor for cutting-edge technology in their new vehicles. But as this technology makes its way into today’s new cars, trucks, SUVs, and vans, automakers are having difficulty maintaining long-term quality. In fact, problems with Bluetooth connectivity and voice recognition are the most frequently reported issues with light vehicles after three years of ownership, according to the J.D. Power 2015 U.S. Vehicle Dependability Study.SM

The study, now in its 26th year, examines problems experienced during the past 12 months by original owners of 2012 model-year vehicles. The study determines overall dependability by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality. The overall industry performance in 2015 is 147 PP100.

The study examines 177 specific problem symptoms, grouped into eight major vehicle categories:

  • Exterior
  • Engine/Transmission
  • Audio/Communication/Entertainment/Navigation (ACEN)
  • Interior
  • The Driving Experience
  • Features/Controls/Displays (FCD)
  • Heating/Ventilation/Air Conditioning (HVAC)
  • Seats

The top two problems reported by owners in the study are Bluetooth pairing and connectivity, and built-in voice recognition systems misinterpreting the driver’s commands. These were the same two problems most frequently reported by owners in last year’s Vehicle Dependability Study (VDS).

Exterior, Powertrain Also Cause Concerns One key finding of the 2015 VDS is that 55% of owners who experienced a Bluetooth pairing/connectivity problem reported that their vehicle’s system would not recognize their phone, and 31% said the phone would not automatically connect when they entered the vehicle. Engine/transmission concerns also remain high, particularly for newly launched models, with nearly 30% of powertrain problems being attributed to automatic transmission hesitation and rough shifting.

Six of the 10 most frequently reported problems are design-related as opposed to defects or malfunctions. Although connectivity and voice recognition are, specifically, the most cited problems, the most frequently reported problem categories overall are vehicle exterior, followed by engine/transmission, and audio/communication/entertainment/navigation.

“As we’ve seen in ourInitial Quality Study, technology issues with vehicles are viewed as significant problems by owners, and they typically don’t go away after the honeymoon period of vehicle ownership is over,” said Renee Stephens, vice president of U.S. automotive at J.D. Power. “Furthermore, early indications from our upcoming2015 Tech Choice StudySMshow that consumer expectations of advanced technology capabilities are growing. Owners clearly want the latest technology in their vehicles, and they are particularly critical when it doesn’t work. Their definition of dependability is increasingly influenced by usability.”

“At the three-year point, many owners are thinking about replacing their vehicles, and we find that how they feel about their current vehicle’s quality and dependability impacts their intent to consider the brand again,” said Stephens. “Oftentimes issues owners experience 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 the opportunity for automakers and their dealers to engage with customers in a positive way.”

According to the study, 56% of owners who experience no problems with their vehicle intend to purchase the brand next time, but that figure drops to 43% among owners who experience three or more problems. Fifteen percent of new-vehicle buyers indicate they avoided a model because it lacked the latest technological features: almost four times the 4% reported in the 2014 study.

Lexus, GM, Toyota Earn High Scores Among all vehicle nameplates,Lexusranks highest in vehicle dependability for a fourth consecutive year, with a score of 89 PP100.Buickfollows Lexus with 110 PP100, moving up three rank positions from 2014. Next areToyota(111),Cadillac(114), andHondaandPorsche(tied at 116). Notably,Scion(121 PP100) improved its performance by 13 rank positions from 2014, whileRam(134) improved 11 rank positions andMitsubishi(140) climbed 10 positions.

Among manufacturer groups, General Motors (GM) and Toyota Motor Corp. (Toyota) each receive seven segment awards. GM models receiving awards include theBuick LaCrosse;Chevrolet Camaro;Chevrolet Malibu;Chevrolet Silverado 2500HD/3500HD;GMC Sierra 1500;GMC Terrain; andGMC Yukon. Toyota’s award-winning models include theLexus ES;Lexus GX;Scion tC;Scion xB;Scion xD;Toyota Corolla; andToyota Sienna.

Tips for Finding a Dependable Vehicle Based on the study, J.D. Power offers the following consumer tips for selecting a dependable vehicle:

  • Compare various automakers’ proprietary connectivity technologies before making a purchase decision.
  • Check various consumer reporting services to see whether automakers differ significantly in the quality of their technology.
  • Make sure your dealer is aware of problems that might be reported, and knows how to address them.

About the Study The2015 Vehicle Dependability Studyis based on responses from more than 34,000 original owners of 2012 model-year vehicles after three years of ownership. The study was fielded between November and December 2014.