Category: AutomotiveJapan

Two-Wheeler Upgrades in India Increase, but Satisfaction Remains Flat

2026-03-16

jillian.breska

• Overall satisfaction with two-wheelers in India declines by 1 point on a 1,000-point scale
• Looks and styling receive the highest satisfaction scores
• Fuel and battery charging and performance receive lowest satisfaction scores

New Delhi: 16 March 2026 — Even with manufacturers introducing new styling, technology features and ride enhancements, overall owner satisfaction with two-wheelers in India decreases by 1 point (on a 1,000-point scale) to 859 in 2026, according to the JD Power 2026 India Two-Wheeler Automotive Performance, Execution and Layout (2WAPEAL) Study^SM. The results indicate that while product innovation continues across the industry, rising customer expectations are balancing the gains in perceived appeal.

“The Two-Wheeler APEAL is an important measure of how well two-wheelers deliver on the ownership experience from the customer’s perspective,” said Atsushi Kawahashi, senior director of JD Power Japan. “The insights help manufacturers understand which product attributes most strongly influence owner satisfaction and emotional connection with their two-wheeler, providing guidance for product development, feature prioritization and overall vehicle design.”

“Two-wheeler manufacturers are rapidly expanding the availability of connected and digital features across a wider range of models,” said Pronab Gorai, engagement director at Differential in Singapore. “Digital instrument clusters, Bluetooth connectivity and smartphone integration are now offered at multiple price points and these features see increased adoption, but with varying satisfaction across different customer demographics. As these technologies become more common, manufacturers will need to better understand rider expectations around connectivity across segments and customer demographics and design product executions that deliver a seamless and meaningful user experience.”

Following are key findings of the 2026 study:

• Looks and styling score highest: Among the factors measured in the study, looks and styling receive the highest levels of satisfaction across all segments, with overall satisfaction increasing by 5 points to 868 in 2026. This shows the growing importance of design and visual appeal in the two-wheeler ownership experience. Manufacturers continue to introduce sharper styling, distinctive graphics and premium design elements that resonate strongly with owners.
• Fuel consumption satisfaction drops: By comparison, fuel consumption among internal combustion engine (ICE) models has a satisfaction score of 841 in 2026, a decrease of 15 points from 2025. This highlights the continued importance that riders place on everyday operating efficiency.
• Battery and charging performance and fuel satisfaction drops: Among owners of electric two-wheelers, battery and charging performance satisfaction score is 849 while overall satisfaction with fuel satisfaction in ICE two-wheelers scores 841, marking the two lowest-scoring attributes in the study.
• Connectivity features lag: Across both ICE and electric two-wheelers, connectivity features and companion mobile applications also receive comparatively lower satisfaction scores than other evaluated attributes. 

Highest-Ranking Models

• Scooter Economy Segment: TVS Jupiter ranks highest with a score of 855.
• Scooter Executive Segment: Hero Destini 125/ Destini Prime ranks highest with a score of 871.
• Motorcycle Economy Segment: TVS Sport ranks highest with a score of 869.
• Motorcycle Executive Segment: Bajaj Pulsar 125 ranks highest with a score of 872.
• Motorcycle Premium Segment: Yamaha FZ/ FZS/ FZX ranks highest with a score of 875.
• Motorcycle Premium Plus Segment: Yamaha MT-15 ranks highest with a score of 865.
• Scooter EV Segment: Bajaj Chetak Series 30/ Series 35 ranks highest with a score of 882.

The study conducted in collaboration with Differential, Singapore, measures owners’ satisfaction with their two-wheelers across various vehicle systems. The study covers 55 individual product level attributes across vehicle systems such as seats; looks and styling; controls, switches and locks; engine and transmission; fuel economy; and ride and handling. For electric two-wheelers, additional categories charging and driving range; and pickup and performance is included. Also, with the growing introduction and adoption of connectivity features, an additional category has been introduced in this year’s study to measure satisfaction with connectivity and mobile app performance for all segments.

The 2026 India Two-Wheeler APEAL (2WAPEAL) is based on responses from 6,381 new two-wheeler owners, including both internal combustion engine and electric powertrains, who purchased their vehicle from March through December 2025. The study was fielded from September 2025 through January 2025. Fieldwork was conducted through face-to-face surveys in 42 major cities in India covering over 80 two-wheeler models from 15 nameplates. Brands included in the study are ranked according to aggregate score out of 1,000 index points, with a higher score indicating better performance.

For more information about the 2026 India 2W APEAL, visit https://www.jdpower.com/.

About JD Power

JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. By leveraging unmatched proprietary data, advanced analytics and deep industry expertise, JD Power fuels original equipment manufacturers, retailers, lenders, insurers and partners to enhance their performance.

Since 1968, JD Power has delivered incisive guidance and intelligence about customer interactions with brands and products. To learn more about the company’s business offerings, visit JDPower.com.

About Differential

Differential is a strategic consulting and research firm specializing in consumer insights, brand strategy, and market intelligence across the Asia-Pacific region. With expertise in data-driven decision-making, the firm helps businesses navigate complex market dynamics by providing deep cultural and behavioral insights. Its services range from qualitative and quantitative research to competitive analysis and trend forecasting, enabling clients to develop effective business strategies and customer engagement plans. Leveraging a strong understanding of regional nuances, Differential supports companies in various industries, including automotive, finance, and technology, to drive growth and innovation. To learn more about the company’s business offerings, visit www.differential.com.sg.

Media Relations Contacts
Ishika Arora; Differential, Singapore; +65-8428-3005 [email protected];
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
 

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

 

Quality Concerns Rise Year-Over-Year in Two-Wheelers in India, JD Power Finds

2026-03-05

jillian.breska

NEW DELHI: 05 March 2026 — While the two-wheeler industry has seen significant volume growth over the previous year, new vehicle buyers report a significant increase in quality issues with their new two-wheeler, according to the JD Power 2026 India Two-Wheeler Initial Quality Study^SM (2WIQS), released today. Owners on average report an increase of 8 PP100 over last year, contributed mostly by increase in problems reported on Engine (+5 PP100) and Connectivity/Mobile App (+3 PP100).   

The study finds that within the engine category; customers report greatest increase in fuel mileage and engine responsiveness related problems. Also, the median daily distance driven increased from 30 km in 2025 to 35 km in 2026. In addition, there is a greater adoption of connectivity-enabled vehicles with one in three customers this year indicating that their two-wheeler has the Bluetooth feature, compared to about one in four saying so last year. 

“Improving road infrastructure in India combined with growing city sizes is enabling longer daily driving distances. As customers spend more time on better, faster roads, their expectations are evolving—they now demand both strong fuel efficiency and superior acceleration for responsive performance.,” said Pronab Gorai, engagement director at Differential in Singapore. “For automakers, this reinforces the need to engineer powertrains that deliver efficiency and performance simultaneously, rather than treating them as trade-offs.”

Overall initial quality for the industry stands at 94 PP100 in 2025, with the highest number of problems being in the engine (23 PP100) category. More than half (58%) of customers continue to indicate that the number of problems experienced during their initial ownership are less than what they expected – a figure similar to last year.

“The data underscores the critical importance of initial quality: customers who do not experience problems demonstrate significantly higher advocacy and stronger loyalty intentions,” said Atsushi Kawahashi, senior director of JD Power Japan. “This reinforces why systematically tracking and benchmarking quality performance is essential to sustaining customer satisfaction, strengthening brand perception, and protecting long-term loyalty.”

Highest-Ranking Models

• TVS Jupiter ranks highest in the scooter economy segment with 102 PP100.
• Suzuki Burgman Street/EX ranks highest in the scooter executive segment with 41 PP100.
• Hero HF Deluxe ranks highest in the motorcycle economy segment with 82 PP100.
• TVS Raider ranks highest in the motorcycle executive segment with 90 PP100.
• Yamaha FZ/FZS/FZX ranks highest in the motorcycle premium segment with 68 PP100.
• TVS Ronin ranks highest in the motorcycle premium plus segment with 57 PP100.
• Hero Vida V2/VX2 ranks highest in the scooter EV segment with 58 PP100.

The study is conducted in collaboration with Differential, Singapore. It measures problems experienced in eight problem categories for internal combustion engine (ICE) models (in alphabetical order): brakes; connectivity, mobile app and navigation; engine; fit and finish; gauges and controls; lights and electricals; ride and handling; and transmission For electric two-wheelers, the categories of engine and transmission are replaced by the categories of battery and charging; and pick-up and performance.

The 2026 India Two-Wheeler Initial Quality Study (2WIQS) is based on responses from 6,381 new two-wheeler owners, including both internal combustion engine and electric powertrains, who purchased their vehicle from March through December 2025. The study was fielded from September 2025 through January 2025. Fieldwork was conducted through face-to-face surveys in 42 major cities in India covering over 80 two-wheeler models from 15 nameplates. Models included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality.

About JD Power

JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. By leveraging unmatched proprietary data, advanced analytics and deep industry expertise, JD Power fuels original equipment manufacturers, retailers, lenders, insurers and partners to enhance their performance.

Since 1968, JD Power has delivered incisive guidance and intelligence about customer interactions with brands and products. To learn more about the company’s business offerings, visit JDPower.com.

Differential is a strategic consulting and research firm specializing in consumer insights, brand strategy, and market intelligence across the Asia-Pacific region. With expertise in data-driven decision-making, the firm helps businesses navigate complex market dynamics by providing deep cultural and behavioral insights. Its services range from qualitative and quantitative research to competitive analysis and trend forecasting, enabling clients to develop effective business strategies and customer engagement plans. Leveraging a strong understanding of regional nuances, Differential supports companies in various industries, including automotive, finance, and technology, to drive growth and innovation. To learn more about the company’s business offerings, visit www.differential.com.sg.

Media Relations Contacts 
Ishika Arora, Differential; Singapore; +65-8428-3005 [email protected]
Joe LaMuraglia, JD Power; USA; +1-714-621-6224; [email protected]

About J.D. Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info 

 

Vehicle Initial Quality Improves Year over Year; Infotainment-Related Problems Decline in Frequency but Still Remain the Most Problematic, JD Power Finds

2025-09-30

TOKYO: 30 September 2025 — Overall vehicle initial quality in Japan has improved for the first time in four years, yet infotainment-related problems remain the most frequently reported by vehicle owners, challenging automakers to further improve quality. This year, initial quality averages 140 problems per 100 vehicles (PP100), an improvement of 12 PP100 from 2024, according to the JD Power 2025 Japan Initial Quality Study^SM (IQS), released today. These findings follow four consecutive years of year-over-year problem increases since 2021, when the study was redesigned. Lower PP100 reflects higher vehicle quality.

A large portion of problems owners experience are design-related (108.5 PP100), including features that are difficult to understand or use. Although this has improved by 9.3 PP100 since 2024, design-related problems remain the most frequently reported by vehicle owners. Features that are hard to understand or difficult to use continue to be a major challenge in vehicle quality. Meanwhile, defects and malfunctions, including those features that vehicle owners indicate are broken/not working, have improved by 2.8 PP100, reaching 29.0 PP100 in 2025. 

“Although problems related to driving assistance have been decreasing, the number of problems still remains high and requires further improvement,” said Taku Kimoto, Japan CEO at JD Power. “Additionally, as infotainment and driving assistance technologies have improved in quality, dissatisfaction with small, everyday features has notably increased. Cupholders in particular draw attention, not only because of poorly placed installations or insufficient numbers due to design or shape constraints, but also because they are awkward or impractical to use. These minor inconveniences and user-unfriendliness are more apparent precisely because they are encountered frequently in daily use and need to be addressed by automakers before moving on to improve technological advancements.”

 

Following are key findings of the 2025 study:

 

• Daihatsu ranks highest in overall initial quality: Among the 12 brands included in the study, Daihatsu has the fewest problems (114 PP100).
• Infotainment remains the most problematic category despite improvements: Among the nine study categories, infotainment continues to be the most problematic, with 28.7 PP100. While this represents a decrease of 2.5 PP100 compared with 2024, the persistently high number of problems highlights a critical challenge in improving vehicle quality. Within this category, the gap this year between the brand with the fewest problems (18.6 PP100) and the brand with the highest problems (65.2 PP100) remains wide, though it has narrowed significantly to 46.6 PP100 from 80.0 PP100 in 2024.
• Lane departure warning problems improve: The feature for lane departure warning/lane keeping assistance, previously the most problematic, has shown an improvement of 0.8 PP100, reaching 3.6 PP100.

 

Highest-Ranking Brands and Models

Daihatsu is the highest-ranking brand overall in initial quality with 114 PP100. Suzuki (120 PP100) ranks second and Honda (134 PP100) ranks third.

The luxury brand segment is not eligible for awards this year because the ranking criteria were not met.

By segment, the highest-ranking models are:

• Mini-car–Sedan: Suzuki Alt
• Mini-car–Height Wagon: Honda N-WGN
• Mini-car–Super Height Wagon: Suzuki Spacia
• Compact Car: Honda Fit
• Compact SUV: Daihatsu Rocky
• Midsize Car: Subaru Impreza
• Midsize SUV: Toyota Harrier
• Large SUV: Lexus RX
• Compact Minivan: Suzuki Solio
• Minivan: Toyota Voxy
• Large Car: Not eligible for award because the ranking criteria were not met

 

The Japan Initial Quality Study (IQS) is now in its 15th year. The study measures problems experienced by owners of new vehicles in the first two to 13 months of ownership. Initial quality is determined by the number of problems experienced per 100 vehicles, with a lower PP100 reflecting higher quality. 

The 2025 study is based on responses from 20,101 owners of new vehicles in the first two to nine months of ownership. Vehicle quality is evaluated by owners across 225 problems organized into nine vehicle categories: infotainment; features, controls and displays; exterior; driving assistance; interior; powertrain; seats; driving experience; and climate. The study was fielded in May through June 2025. 

 

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami; JD Power, Japan; 81-3-6809-2996; [email protected]

Joe LaMuraglia; JD Power, USA; 714-621-6224; [email protected]

 

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

 

 

Japan Vehicle Dealerships Can Boost Customer Satisfaction by Improving Efficiency Despite Staffing Shortages, JD Power Finds

2025-09-04

TOKYO: 4 September 2025 — Two trends are creating major concerns in customer satisfaction with after-sales vehicle service in Japan. Overall satisfaction has declined 2 points from 2024, to 723 (on a 1,000-point scale), according to the JD Power 2025 Japan Customer Service Index (CSI) Study,^SM released today. This reflects dealerships’ increasing challenges to provide adequate staffing to meet customer service needs. By study factor, satisfaction with dealer facilities and support stands at 723, while satisfaction with booking/dropping off the vehicle and service quality/vehicle delivery are each 722. By segment, overall satisfaction averages 781 for luxury brands and 719 for mass market domestic brands. 

“Like many other industries where staffing shortages are currently a major concern, the automotive industry is increasingly facing challenges in securing sales representatives and mechanics,” said Taku Kimoto, Japan CEO at JD Power. “To meet these challenges, digitalization has been adopted in after-sales services to improve operational efficiency and service quality. The study finds, however, that more creative approaches are needed in booking systems, particularly internet-based online systems. In addition, to enhance operational efficiency with limited staffing, dealerships need to implement measures at vehicle drop-off and pick-up, instead of depending on the traditional fixed staffing system.”

Following are key findings of the 2025 study:
 

• Further use of websites for booking after-sales service is expected: The study asks customers how they book after-sales service. Use of an appointment form on the make/dealer’s website has risen 3 points from 2024 to 20%. Satisfaction with booking/drop-off is 732 when customers use an appointment form, which is 10 points above the overall average. The most common method remains a call from the representative (33%), with satisfaction at 748, 26 points above average. While only 46% of customers got their preferred date and time using this method, the percentage rises to 54% among those completing a website form, and is the highest among appointment methods. Nearly one-fourth (23%) of customers say they want to use online booking to schedule the date and time of future visits. Enhancing operational efficiency and satisfaction may require internet-based booking, optimizing available slots and better aligning schedules with customer demand.
   
• Dealerships need to optimize operations and review traditional systems: To increase satisfaction, dealerships must deliver inspections and services efficiently for increasingly technologically advanced vehicles while also clearly communicating what services need to be performed. The study shows that mechanics explain service details more often than sales representatives (36% vs. 29%, respectively) and service representatives (36% vs. 28%, respectively) at drop-off, and far more often than service representatives (55% vs. 24%, respectively) and sales representatives (55% vs. 20%, respectively) at pick-up. Responsibility for explanations and satisfaction levels vary by manufacturer, and customer satisfaction with those explanations also differs across manufacturers. Mechanics still handle most customer interactions, but this traditional system doesn’t always improve satisfaction, especially amid growing staffing shortages.

 

Study Rankings

Luxury Brands

Among the five luxury brands included in the study, Lexus (804) ranks highest. Lexus performs particularly well in two factors, which are dealer facilities and support and service quality/vehicle delivery. Volvo (796) ranks second and BMW (792) ranks third..

Mass Market Domestic Brands

Among the eight mass market domestic brands included in the study, Nissan (734) ranks highest. Nissan performs particularly well in two factors, which are dealer facilities and support and booking/dropping off the vehicle. Honda (732) ranks second and Mazda (723) ranks third.

 

The Japan Customer Service Index (CSI) Study is now in its 24th year. Satisfaction is measured with after-sales service among new-vehicle owners between 14 to 49 months of ownership. The three study factors are (listed in order of importance): dealer facilities and support (35%); service quality/vehicle delivery (34%); and booking/dropping off the vehicle (31%). 

The 2025 study is based on responses from 8,310 owners who purchased their new vehicle between April 2021 and March 2024. The study surveys owners who visited a manufacturer-authorized service center for maintenance or repair work in the past year. The online study was fielded in May-June 2025.

 

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami; Japan; 81-3-6809-2996; [email protected]

Joe LaMuraglia; JD Power, USA; 714-621-6224; [email protected]

 

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

 

 

Persistent Infotainment Issues Highlight Need for Vehicle Quality Improvement in Thailand, JD Power Finds

2025-03-30

jillian.breska

BANGKOK: 31 March 2025 — A higher proportion of vehicle owners in Thailand cited quality problems with their vehicles this year (89% vs. 81% in 2023), with the infotainment category registering the highest incidence, according to the JD Power 2025 Thailand Initial Quality Study^SM (IQS)—Volume 1, released today. 

Given the rapid emergence of new-energy vehicles in Thailand, the study has been redesigned to include battery electric vehicles (BEVs) and their related problems. The number of quality problems cited are similar among new-energy vehicle (NEV) owners and non-NEV owners (those who own internal combustion engine (ICE) vehicles or hybrid vehicles. NEV owners had 179 problems per 100 vehicles (PP100) and non-NEV owners had 177 PP100 NEV owners also had more issues in climate control and infotainment categories, whereas non-NEV owners experienced more problems with seats; vehicle exterior; and interior. A lower score reflects higher vehicle quality.

“Modern vehicle owners stay closely connected to their mobile devices and consider them essential to their daily lives,” said Chaiyawat Kesaporn, senior project manager and lead analyst at Differential in Thailand. “As a result, they increasingly expect seamless connectivity when entering and exiting their vehicles. However, the infotainment category still faces significant challenges as owners often have problems with Bluetooth connectivity, limited power outlets, slow charging speeds and unresponsive touchscreens.”

Highest-Ranking Models

• Toyota Yaris Ativ ranks highest in the compact car segment with 166 PP100.
• Honda City e:HEV Hatchback ranks highest in the entry midsize car segment with 167 PP100.
• Toyota Yaris Cross ranks highest in the compact SUV segment with 165 PP100.
• Toyota Fortuner ranks highest in the large SUV segment with 170 PP100.
• Mitsubishi Xpander ranks highest in the MPV segment with 178 PP100.
• Isuzu D-Max Spark ranks highest in the pickup single cab segment with 173 PP100.
• Toyota Hilux Revo Prerunner Smart Cab and Toyota Hilux Revo Smart Cab rank highest in a tie in the pickup extended cab segment, each with 188 PP100
• Mitsubishi Triton Plus D-Cab ranks highest in the pickup double cab segment with 165 PP100.
• BYD Dolphin ranks highest in the NEV car segment with 167 PP100.
• BYD ATTO 3 ranks highest in the NEV SUV segment with 180 PP100.

“Measuring new-vehicle quality in Thailand is crucial for both established automakers and emerging contenders in the NEV segment, as they strive to enhance customer satisfaction and brand reputation,” said Atsushi Kawahashi, senior director of JD Power Japan. “By leveraging these insights for proactive quality improvements, manufacturers can establish a strong brand image, boost resale value, reduce warranty costs and strengthen their competitive position in Thailand’s automotive market.”

The study, conducted in collaboration with Differential, measures problems experienced in 10 problem categories for ICE vehicles, hybrids (HEV, PHEV) and BEVs (in alphabetical order): climate control; driving assistance; driving experience; exterior; engine, motor and transmission; features, controls and displays; infotainment; interior; and seats. For BEVs, the battery and charging category is an additional category.

The 2025 Thailand Initial Quality Study (IQS)—Volume 1 is based on responses from 4,721 new car owners, including both internal combustion engine, hybrids and electric powertrains, who purchased their vehicle from June 2024 through January 2025. The study was fielded from December 2024 through February 2025. Fieldwork was conducted through face-to-face surveys in 22 major cities in Thailand covering 55 car models from 14 makes. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality. The JD Power 2025 Thailand Initial Quality Study (IQS)—Volume 2 is scheduled to publish in the fourth quarter of this year.

JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

Differential is a strategic consulting and research firm specializing in consumer insights, brand strategy, and market intelligence across the Asia-Pacific region. With expertise in data-driven decision-making, the firm helps businesses navigate complex market dynamics by providing deep cultural and behavioral insights. Its services range from qualitative and quantitative research to competitive analysis and trend forecasting, enabling clients to develop effective business strategies and customer engagement plans. Leveraging a strong understanding of regional nuances, Differential supports companies in various industries, including automotive, finance, and technology, to drive growth and innovation.To learn more about the company’s business offerings, visit www.differential.com.sg.

Media Relations Contacts 
Ishika Arora, Differential; Singapore; +65-8428-3005 [email protected]
Geno Effler, JD Power; USA; +1-714-621-6224; [email protected]

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

 

In Japan Initial Quality Study, Android Auto and Apple CarPlay Prove Problematic, JD Power Finds

2024-09-11

TOKYO: 11 Sept. 2024 — Vehicle owners in Japan who have Android Auto or Apple CarPlay features indicate twice as many problems with infotainment compared with vehicle owners who do not have those features, according to the JD Power 2024 Japan Initial Quality Study^SM (IQS), released today. Specifically, among vehicles with Android Auto and/or Apple CarPlay features, initial quality in the infotainment category averages 44.7 problems per 100 vehicles (PP100), twice as frequent as 21.7 PP100 for vehicles without these features.

In 2024, initial quality remains flat compared with 2023, averaging 152 PP100 vs. 151 PP100 in 2023. This score is the highest since 2021. Specifically, a large portion of problems are design-related (117.8 PP100), including features that are hard to understand/difficult to use, while defects and malfunctions, including those that are broken/not working, are again this year at a low score of 31.8 PP100.

 

“Recently, problems in the infotainment category have been the most problematic,” said Taku Kimoto, senior managing officer of research at JD Power.  “It is noteworthy that initial quality varies depending on whether or not the vehicles are equipped with the Android Auto/Apple CarPlay features and how often they are used. Owners who use the Android Auto/Apple CarPlay features more frequently experience problems with quality in connectivity between their smartphone and the built-in systems. These features have been installed on more new vehicles year over year, and thus it is imperative for manufacturers to improve the quality in connectivity. In the meantime, nearly 40% of owners do not use these features even though they are installed on their vehicle. Among these owners, built-in voice recognition and navigation systems have been more problematic in terms of user-unfriendliness, indicating the need for improvement of built-in systems.” 

 

Following are some of the key findings of the 2024 study:

 

• Suzuki ranks highest in overall initial quality for the first time; Lexus ranks highest among the luxury brands: Among the 14 brands included in the study, Suzuki has the fewest problems (132 PP100). Suzuki ranks highest in overall initial quality this year for the first time since 2011, when the study was inaugurated in Japan. Among luxury brands, Lexus ranks highest with a score of 149 PP100.

 

• Owners experience problems in the infotainment category most frequently: Among the nine categories by which new-vehicle initial quality is evaluated in the study, the most problematic is in the infotainment category, a score of 31.2 PP100, which represents a year-over-year increase of 2.0 PP100 from 2023. In this category, the gap between the brand with the fewest problems and the brand with the most problems is 80 PP100, reinforcing that quality in infotainment-related features is an important key to improvement in initial quality.

 

• Problems related to fuel consumption increase: Owners of gasoline- or diesel-fueled internal combustion engine (ICE) vehicles and hybrid electric vehicles (HEVs) this year say they have experienced excessive fuel consumption slightly more frequently than three years ago. Compared with the 2021 Japan IQS, the scores for fuel consumption this year have increased to 3.6 PP100 from 2.7 PP100 for ICE vehicles and to 2.2 PP100 from 1.5 PP100 for HEVs. Based on survey questions that asked about actual fuel consumption, in-use fuel economy has not worsened, but the scores imply, despite the same fuel economy performance, that more customers perceive experiencing a problem due to the recent rise in fuel prices.

 

• Annoying alert problems of lane departure warning and lane keeping assistance continuously improve: Among the problem areas, the feature for lane departure warning/lane keeping assistance – alerts annoying/bothersome has been the most problematic for four consecutive years. However, this problem area, which scores 4.4 PP100 this year, has improved by 1.0 PP100 from 2023 and by 1.9 PP100 since 2021.

 

Highest-Ranked Brands and Models

 

Suzuki is the highest-ranking brand overall in initial quality with a score of 132 PP100, and Lexus (149 PP100) ranks highest in the luxury segment.

 

By segment, the highest-ranking models are:

• Mini-car–Sedan segment: Suzuki Alto
• Mini-car–Height Wagon segment: Daihatsu Taft, Suzuki Hustler (Tie)
• Mini-car–Super Height Wagon segment: Suzuki Spacia
• Compact Car segment: Honda Fit
• Compact SUV segment: Nissan Kicks
• Midsize Car segment: Subaru Impreza
• Midsize SUV segment: Honda Vezel, Subaru Crosstrek (Tie)
• Compact Minivan segment: Honda Freed
• Minivan segment: Honda Stepwgn

 

The 2024 Japan Initial Quality Study is based on responses from 21,412 owners of new vehicles in the first two to 13 months of ownership. Vehicle quality is evaluated by owners across 225 questions organized into nine vehicle categories: infotainment; features, controls and displays; exterior; driving assistance; interior; powertrain; seats; driving experience; and climate. The study was fielded in May through June 2024. The study was redesigned in 2021.

 

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

 

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami; Tokyo; 81-3-6809-2996; [email protected]
Geno Effler; JD Power, USA; 714-621-6224; [email protected]

 

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

 

 

Recall Visits in Japan Generate Lower After-Sales Service Satisfaction, JD Power Finds

2024-09-05

TOKYO: 5 Sep. 2024 — Among dealership customers in Japan who brought their vehicle in for a recall, satisfaction is 711 (on a 1,000-point scale) compared with those who brought their vehicle in for other after-sales services (725), indicating more negative experiences during the recall visit, according to the JD Power 2024 Japan Customer Service Index (CSI) Study,^SM released today.

 

In 2024, overall customer satisfaction with after-sales service averages 725 points, almost unchanged from 2023 with an increase of 1 point. By factor, satisfaction for booking/dropping off the car is 728, while the satisfaction for service quality/car delivery is 724 and 722 for dealer facilities and support. By segment, overall satisfaction is 775 for luxury brands, 721 for mass market domestic brands and 747 for mass market import brands.

 

“Recall visits to dealerships have considerably increased in the past year,” said Taku Kimoto, senior managing officer of research at JD Power. “Dealerships are struggling with organizing their schedules due to more owner visits,  which is affecting the wait times for all customers. To increase satisfaction for recall appointments, dealerships can work on customer interactions, such as presenting more detailed repair explanations and patiently answer their questions. Customers perceive a recall as an unexpected event and many already have negative feelings when bringing their vehicle to the dealership, so dealerships need to bear this in mind and provide a basic explanation to the customer while checking to see that it was understood, as well as being considerate of customers’ feelings and treating them with care and flexibility.”

 

Following are some of the key findings of the 2024 study:

 

• Recall visits increase and satisfaction drops: In recent years, customer expectations have increased for quality and safety, as advanced technologies have evolved and more features have been installed on new vehicles. In this context, recalls are brought to the fore in the after-sales service field, and how to treat customers during a recall visit has received harsh reactions. In this year’s study, among customers who used their dealership for after-sales service, 11% say that they “had their vehicle repaired or a problem fixed,” unchanged from a year ago. However, among these customers, 46% “were subject to recall,” substantially increased from 34% in 2023. Among customers who had a recall repair, satisfaction averages 711, 14 points lower than for overall after-sales service (725), revealing complaints during the recall repair visit.

 

• Improving time efficiency and enhancing customer responses: Among customers who visited the dealership for a recall, the majority (53%) made the appointment within two weeks before the visit, 8 percentage points higher than the overall average (45%). This indicates that many of these customers made an appointment on short notice.　Regarding repair time, 39% of customers who visited the dealership for a recall say within one hour from bringing their vehicle in to being returned, compared with 58% for the overall average. There are also challenges to be addressed during handing the vehicle over to customers who visited the dealership for a recall. In terms of poor responses during recall visits, 35% say that they never experienced that the service representative explained one-sidedly and 46% say that the service representative did not give proper answers to my questions—both of which are 7 points lower than the overall average. This suggests that for customers who visit the dealership for a recall, stress associated with poor communications with the service representative causes the decrease in satisfaction.

 

Study Rankings

 

Luxury Brands

Among the five luxury brands included in the study, Lexus ranks highest, with a score of 807. Lexus performs particularly well in all of the three factors: dealer facilities and support; booking/dropping off the car; and service quality/car delivery. BMW (772) ranks second.

 

Mass Market Domestic Brands

Among the eight mass market domestic brands included in the study, Nissan ranks highest, with a score of 736. Nissan performs particularly well in two factors, which are dealer facilities and support, and booking/dropping off the car. Honda (735) ranks second and Toyota (727) ranks third.

 

Mass Market Import Brands

Among the five mass market import brands included in the study, MINI ranks highest, with a score of 783. MINI performs particularly well in all the factors: dealer facilities and support; booking/dropping off the car; and service quality/car delivery. Volkswagen (772) ranks second.

 

The Japan Customer Service Index (CSI) Study measures satisfaction with after-sales service among new-vehicle owners between 14 to 49 months of ownership. The study surveys owners who visited a manufacturer-authorized service center for maintenance or repair work in the past year. The study, now in its 23rd year, this year is based on responses from 8,670 owners who purchased their new vehicle between April 2020 and March 2023. The online survey was fielded in May-June 2024.

 

About JD Power

JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

 

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]
Geno Effler, JD Power; USA; 714-621-6224; [email protected]

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

 

 

Providing Shoppers with Time to Test Advanced Features and Technologies in New Vehicles Imperative to Increased Negotiation Satisfaction, JD Power Finds

2024-08-23

TOKYO: 23 Aug. 2024 — New-vehicle shoppers currently consider hybrid electric vehicles (HEVs) and plug-in hybrid electric vehicles (PHEVs) more frequently than traditional EVs, according to the JD Power 2024 Japan Sales Satisfaction Index (SSI) Study,^SM released today. As all types of EVs include advanced technologies and features, it is important that they are showcased to shoppers during the test drive. Specifically, sales satisfaction during the negotiation process averages 837 points (on a 1,000-point scale) among those shoppers who say they had an opportunity to explore the new vehicle features during the test drive, compared with 807 points among those shoppers who focused more on vehicle size and driving performance.

 

The study measures customer satisfaction with the purchase experience among new-vehicle buyers as well as among rejecters, defined as those who seriously consider a brand but ultimately buy another brand.

 

“New-vehicle shoppers have considered HEVs or PHEVs more frequently, implying that more new vehicles have been equipped with advanced technologies,” said Taku Kimoto, senior managing officer of research at JD Power. “Currently, shoppers mainly check how big the vehicle is or how well it drives during a test drive. However, given the increase in new vehicles with advanced technologies, test drives could be an effective way for dealerships to provide shoppers with enhanced experiences of the individual features and their user-friendliness.”

 

Following are some of the key findings of the 2024 study:

 

• Overall sales satisfaction remains static from 2023: In 2024, overall sales satisfaction averages 720, unchanged from 2023. By factor, sales satisfaction with dealer facilities and support is 730, while the score for contract procedure is 728, followed by 715 for negotiations and 709 for delivery. By segment, sales satisfaction for luxury brands averages 776, while the mass market domestic brand average is 715.

 

• More HEVs and PHEVs¹ are considered while EVs stagnate: This year’s study finds that for the first time, new-vehicle shoppers in Japan considered HEVs more frequently than internal combustion engine (ICE) vehicles. The percentage of shoppers who considered HEVs increases to 60% in 2024 from 57% in 2023, while shoppers who considered ICE vehicles decreases to 57% from 62%. HEVs, which have been mass produced for 25 years, now are the most frequent type of vehicle that shoppers consider, rather than ICE vehicles. The percentage of shoppers who considered PHEVs has increased to 14% this year from 11% in 2023. Additionally, the percentage of shoppers who considered EVs remains the same as in 2023 at 10%. While the demand for EVs has stagnated, HEVs and PHEVs have become the focus of more attention than in the past.
   
• Shoppers who consider HEVs and PHEVs conduct more pre-purchase research: These shoppers tend to rely more on specific information sources. When shopping for a new vehicle, they consult digital information more frequently than shoppers who consider ICE vehicles, including manufacturer and dealer websites, their social media accounts and news sites. Specifically, shoppers who considered HEVs or PHEVs this year reviewed the manufacturer or dealer social media accounts more frequently than they did in 2023. This suggests that vehicle manufacturers and dealerships are increasingly utilizing social media to provide information. Boosting information dissemination not only in print form, such as catalogs and brochures, but also digitally will be one of the keys for manufacturers and dealerships in the future.

_{¹ Shoppers who considered HEVs and PHEVs include those who considered vehicles with other engine types, such as gasoline engines, at the same time.}

 

Study Rankings

Luxury Brands

Among the four luxury brands included in the study, BMW (783) ranks highest. BMW performs particularly well in the negotiations factor. Lexus (780) ranks second.

Mass Market Domestic Brands

Among the eight mass market domestic brands, Mazda (747) ranks highest. Mazda performs particularly well in the delivery, dealer facilities and support, negotiations, and contract procedure factors. Nissan (736) ranks second and Subaru (725) ranks third.

 

The Japan Sales Satisfaction Index (SSI) Study, now in its 23^rd year, this year is based on responses from 7,110 buyers who purchased their new vehicle at a manufacturer-authorized dealer. Satisfaction is measured in four factors (listed in order of importance): delivery (26%); dealer facilities and support (26%); negotiations (26%); and contract procedure (21%). The data was collected between April 2023 and March 2024, after two to 13 months of ownership. The online survey was fielded in May-June 2024.

 

About JD Power

JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

 

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit  https://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]
Geno Effler, JD Power; USA; 714-621-6224; [email protected]

 

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

 

New-Vehicle Owners in India Cite Similar Quantum of Design- and Defect-Related Problems with Initial Ownership Experience, JD Power Finds

2023-12-18

jillian.breska

DELHI: 22 Dec. 2023 — Among the total number of problems cited by new-vehicle owners in India, design- and defect-related problems have been cited almost equally, according to the JD Power 2023 India Initial Quality Study (IQS),^SM released today. This is a different trend from previous years in which incidence of design-related problems has been higher. JD Power re-launched the India Initial Quality Study in partnership with NielsenIQ in 2022.

Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) during the first month of ownership until six months, with a lower score reflecting higher quality. In this year’s study, the industry average stands at 122 PP100, unchanged from 2022.

“Though the defect incidences have increased year over year, design-related problems account for seven of the top 10 problems,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “These are clearly areas of opportunity for manufacturers to improve upon.”

Following are additional key findings of the 2023 study:

• Younger owners difficult to satisfy: Owners 30 years of age and younger tend to have more problems with their new vehicle. Owners in this age range average 136 PP100, which is 14 PP100 higher than the industry average.
• First-time buyers tend to cite more issues: First-time new-vehicle buyers have significantly more problems with their new vehicle than repeat buyers (131 PP100 vs. 108 PP100, respectively).

Highest-Ranking Models

• Tata Tiago ranks highest in the compact segment with 112 PP100.
• Toyota Glanza ranks highest in the premium compact segment with 102 PP100.
• Hyundai Aura ranks highest in the entry midsize segment with 109 PP100.
• Volkswagen Virtus ranks highest in the midsize segment with 88 PP100.
• MG Astor ranks highest in the compact SUV segment with 71 PP100.
• Volkswagen Taigun ranks highest in the SUV segment with 87 PP100.
• Toyota Innova Hycross ranks highest in the MPV / MUV segment with 83 PP100.

The India Initial Quality 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; seats; audio/communication/entertainment/navigation; heating/ventilation/air conditioning; interior; and engine/transmission.

The 2023 study is based on responses from 7,198 new-vehicle owners who purchased their vehicle from January through October 2023. The study was fielded from July through November 2023. NielsenIQ conducted face-to-face surveys in 25 major cities in India, asking more than 200 questions of vehicle owners about their product experience in their initial months post purchase. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating a better quality.

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior in order to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts
Sandeep Pande, NielsenIQ; [email protected]
Kaustav Roy, NielsenIQ; [email protected]
Geno Effler, JD Power; USA; +1-714-621-6224; [email protected]

 

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

 

Significant Rise in Noise-Related Problems in Thailand Affects Overall Quality, JD Power Finds

2023-12-18

jillian.breska

BANGKOK: 20 Dec. 2023 — Although number of new-vehicle owners who cite any problems with their vehicle is 10 percentage points lower than a year ago (81% vs. 91%), the number of total problems experienced is nearly double, as evidenced by an increase of those who claimed at least two problems (52% vs. 27% in 2022), according to the JD Power 2023 Thailand Initial Quality Study^SM (IQS), released today. JD Power relaunched the Thailand Initial Quality Study in collaboration with NielsenIQ in 2021.

Initial quality is determined by the number of problems experienced per 100 vehicles (PP100) during the first six months of ownership, with a lower score reflecting higher quality. It is the first year of introducing the new energy vehicle (NEV) segment in the study which includes models with battery electric vehicle (BEV) and plug-in hybrid vehicle (PHEV) powertrains.

The overall industry performance stands at 168 PP100, 38 more problems than in 2022. Design-related problems (91 PP100) are still mentioned more frequently than defects and malfunctions (76 PP100). The top three problems overall are excessive wind noise (13.1 PP100); excessive road noise (9.3 PP100); and poor ride quality (8.1 PP100).

“New-vehicle owners are experiencing the same persistent problems from a year ago,” said Manenatta Jirasevijinda, director of automotive at NielsenIQ. “The excessive noise from wind around the vehicle and from underneath remain the top issues. While the automakers are focusing on developing new technology and exploring new-energy vehicles, they should be mindful of securing the vehicle quality based on all basic needs of owners.”

Following are additional key findings of the 2023 study:

• Vehicle exterior is most problematic category: The highest problem incidence is in the category of vehicle exterior, which includes the excessive wind and road noises (13.1 and 9.3 PP100, respectively); difficulty to open or close trunk/hatch/tailgate (2.8 PP100); dim/ not bright enough for headlights (1.9 PP100); and difficulty to open or close fuel cap (1.0 PP100).
• New issues revealed in top 5 problems in each category: Squeak/rattle/other noise at glove box (3.7 PP100) of the vehicle interior element is new to the top five defects and malfunctions category. Insufficient engine power (5.2 PP100) of the engine/ motor/ charging/ transmission element has become a more sensitive issue and is now among the top five design-related problems.
• HVAC issues widely cited among new-energy vehicles: Owners of new-energy vehicles encounter HVAC issues more often than the industry average (26.3 PP100 vs. 12.6 PP100, respectively). Noteworthy HVAC problem symptoms are A/C not getting cold fast enough (13.7 PP100) and A/C not getting cold at all (6.1 PP100). Also notable is too slow of a charging speed while using normal chargers (2.2 PP100).

Highest Ranked Models

• Nissan Almera ranks highest in the compact segment with 153 PP100.
• Mazda2 ranks highest in the entry midsize segment with 149 PP100.
• Honda Civic Sedan ranks highest in the midsize segment with 150 PP100.
• Nissan Kicks ranks highest in the compact SUV segment with 163 PP100.
• Ford Everest ranks highest in the large SUV segment with 169 PP100.
• Isuzu D-Max Hi-Lander X-Cab ranks highest in the pickup extended cab segment with 138 PP100.
• Isuzu D-Max Cab-4/ V-Cross 4-Door ranks highest in the pickup double cab segment with 150 PP100.
• BYD Atto 3 ranks highest in the new energy segment with 158 PP100.

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

This year’s study is based on responses from 4,726 new-vehicle owners who purchased their vehicle from November 2022 through August 2023. The study covers 12 different brands that include 47 passenger car, pickup truck, utility vehicle and new-energy vehicle models. The study was fielded from May through September 2023.

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior in order to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts
Kanjana Jaroenthaithip, NielsenIQ; [email protected]
Geno Effler, JD Power; USA; +1714-621-6224; [email protected]