b2bdev

2019 Thailand Initial Quality Study

Written by

root

in

Initial Quality Declines as Vehicle Noise Complaints Increase, JD Power Finds

2019-10-23

jdp-root

BANGKOK: 24 Oct. 2019 — Vehicle owners in Thailand are experiencing an increase of problems with their new vehicles compared with a year ago, many of which are related to design and manufacturing, according to the JD Power 2019 Thailand Initial Quality StudySM (IQS), released today. 

Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) during the first 2 to 6 months of ownership, with a lower score reflecting higher quality. In this year’s study, the industry average increases to 81 PP100 from 70 PP100 in 2018. Problems are equally shared across design (38 PP100) and manufacturing (37 PP100).

Overall, noise problems account for 24% (19.6 PP100 combined) of this year’s problems and are among the top problems for new-vehicle buyers. These include wind noise and road noise (8.0 and 1.5 PP100, respectively), as well as interior squeaks, rattles and other noise problems (3.6 PP100 combined). For the driving experience category, top problems are abnormal suspension noise and noisy brakes (1.5 and 1.0 PP100, respectively). Other noise-related problems include abnormal engine and transmission noises (1.5 PP100), and squeaks, rattles or abnormal noises from seats (1.4 PP100).

“Automotive teams designing and manufacturing vehicles need to join forces to reduce noise problems,” said Siros Satrabhaya, Regional Director for Thailand and Vietnam at JD Power. “Customers are now more sensitive to noise from different parts of the vehicle. Brands must pinpoint the causes of these problems to improve overall perceived quality.”

Following are additional key findings of the 2019 study:

  • Vehicle interior category jumps to the top: The interior category has the most problems at 20.2 PP100 (up 8.0 PP100 from 2018). A key issue relates to the cupholder being difficult to use (4.2 PP100) and noisy (1.3 PP100). Customers also cite issues with the glove box (difficult to use, 2.6 PP100), a notable increase from 2018 (0.1 PP100).
  • Fresh approach needed to improve interior scent: Unpleasant interior smell/odor remains a persistent issue for customers and continues to be one of the top five problems in this year’s study.

Study Rankings

  • Toyota Yaris ranks highest in the compact segment with 62 PP100.
  • Honda Jazz ranks highest in the entry midsize segment with 65 PP100.
  • Mazda3 ranks highest in the midsize segment with 76 PP100.
  • MG ZS ranks highest in the compact SUV segment with 68 PP100.
  • Toyota Fortuner ranks highest in the large SUV segment with 74 PP100.
  • Toyota Hilux Revo Smart Cab ranks highest in the pickup extended cab segment with 79 PP100.
  • Ford Ranger Hi-Rider D-Cab ranks highest in the pickup double cab segment with 73 PP100.

The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering eight problem categories: exterior; driving experience; features/controls/displays; audio/communication/entertainment/navigation; seats; heating/ventilation/air conditioning; interior; and engine/transmission.

The 2019 Thailand Initial Quality Study (IQS) is based on responses from 6,632 new vehicle owners who purchased their vehicle from August 2018 through June 2019. The study covers 10 different brands that include 66 passenger car, pickup truck and utility vehicle models. The study was fielded from February through August 2019.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

More posts