Category: AutomotiveJapan

Overall APEAL Satisfaction in Japan Increases for Second Consecutive Year, JD Power Finds

2023-09-28

jillian.breska

TOKYO: 4 Oct. 2023 — The overall satisfaction score has improved to 671 (on a 1,000-point scale), up seven points from 2022, according to the JD Power 2023 Japan Automotive Performance, Execution and Layout (APEAL) Study,SM released today. Overall satisfaction has increased two years in a row—since 2021 when the study was redesigned—indicating that owners continue to be satisfied with their new vehicles.

“Satisfaction has increased in all 10 study categories since 2022, especially the powertrain category,” said Yuji Sasaki, director of the research division at JD Power. “Specifically, powertrain satisfaction has improved not only for plug-in hybrid electric vehicles [PHEVs] and electric vehicles [EVs], but also for internal combustion engine [ICE] vehicles and hybrid electric vehicles [HEVs]. Satisfaction with fuel economy also continues to improve for ICEs and HEVs. With the global increase in electrification of powertrains, technology has also evolved for traditional powertrains, including ICEs and hybrid powertrains, and in alignment with that, satisfaction with these types of powertrains has also increased.”

The study, now in its 13^th year, measures owners’ emotional attachment and level of excitement with their new vehicle across 37 attributes. These attributes are aggregated to compute an overall APEAL Index score measured on a 1,000-point scale. The study complements the annual JD Power Japan Initial Quality Study^SM (IQS) and the JD Power Japan Tech Experience Index (TXI) Study.^SM

Following are key findings of the 2023 study:

• Infotainment systems lag: The smallest year-over-year improvement is in the infotainment category. Vehicle owners in Japan are more likely to experience problems related to the infotainment category, causing satisfaction to increase by only 4 points to 626 from 2022. Auto manufacturers need to work on improvements in quality in this category.
• Brand-new or fully redesigned models tend to satisfy customers: Brand-new or fully redesigned models are included in six of the nine rank-eligible segments and this year five of such models rank highest in their segment.
• Gap in satisfaction has widened: When vehicle owners experience quality issues, APEAL scores decrease. Among customers who do not have quality issues, satisfaction with their new vehicle averages 696 points, 52 points higher than among customers who do have quality issues (644). In the 2021 APEAL Study, the gap between such customers was 47 points (678 vs. 631, respectively). To improve satisfaction, it becomes increasingly important for automakers to develop and produce vehicles with fewer problems.
• Satisfaction with fuel economy increases and decreases: Satisfaction with fuel economy has increased for two years in a row, to 647 points for both ICE vehicles and HEVs (compared with 640 in 2022 and 631 in 2021), while decreasing for PHEVs (706 in 2023 and 722 in 2022) and EVs (574 in 2023 and 586 in 2022).

Highest-Ranked Brands

Lexus ranks highest in overall APEAL. MINI ranks highest among mass market brands.

Rankings by vehicle segment:

• Mini-car–Sedan: Suzuki Lapin
• Mini-car–Height Wagon: Nissan Sakura
• Mini-car–Super Height Wagon: Daihatsu Move Canbus
• Compact Car: Nissan Note
• Compact SUV: Mazda CX-3
• Midsize Car:  Toyota Prius
• Midsize SUV: Nissan X-trail
• Compact Minivan: Toyota Sienta
• Minivan: Toyota Alphard

The 2023 Japan Automotive Performance, Execution and Layout (APEAL) Study, now in its 13^th year, is based on responses from 21,647 users of new vehicles in the first two to 13 months of ownership.

The study, which complements the annual Japan Initial Quality Study (IQS) and the Japan Tech Experience Index (TXI) Study, is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and is used by consumers to help them in their purchase decisions. The study was fielded from May-June 2023.

About JD Power
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. To learn more about the company’s business offerings, visit JDPower.com/business.

Media Relations Contacts
Kumi Kitami; 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-inf

 

Initial Vehicle Quality Problems Increase in Japan, Particularly with Infotainment Systems, JD Power Finds

2023-08-30

jillian.breska

TOKYO: 13 Sept. 2023 — Vehicle owners in Japan have experienced more frequent initial quality problems with their new vehicle in the past year, most notably in infotainment-related operability and usability, according to the JD Power 2023 Japan Initial Quality Study^SM (IQS), released today. Specifically, initial quality averages 151 problems per 100 vehicles (PP100), which is 13 PP100 worse than in 2022 (138 PP100). Among the 14 brands included in the rankings, 10 brands have more problems than in 2022.

The study, now in its 13th year, examines 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 score reflecting higher quality.

“Among the nine categories by which new-vehicle quality is evaluated, there is a notable increase in problems in the infotainment category,” said Yuji Sasaki, director of research division at JD Power. “Problems in this category were also the most frequently cited in 2022. This year’s study again highlights this category as a major challenge. Japan has led the world in its unique technological evolution, particularly for navigation systems, but due to the global standardization of and changes in the specifications, users in Japan perceive that navigation systems have deteriorated in performance and quality.”

Following are key findings of the 2023 study:

• Rising problem area is built-in voice recognition: Built-in voice recognition has one of the two largest increases among all 221 problem areas, to 2.8 PP100 in 2023 from 2.1 PP100 in 2022. This is driven by the increased frequency of responses that the system doesn’t recognize or misinterprets verbal commands, which is cited by 72% of owners this year compared with 64% a year ago.
• Problems increase with built-in navigation systems: The navigation system also has the largest increase in problems, to 3.6 PP100 in 2023 from 2.9 PP100 in 2022. Older owners experienced more problems with built-in navigation systems (2.5 PP100 among those 39 years old or younger; 3.6 PP100 for those 40 to 59 years old; and 4.5 PP100 among those 60 years old or older). Respondents who had used a navigation system prior to the current version are more likely to say the current navigation system is more difficult to understand or use than the previous one. As the usability of the built-in voice recognition systems has worsened, this also holds true for built-in navigation systems.
• Automatic high-beam headlights a problem for exterior light controls: There is a notable difference in the number of problems experienced in the exterior light controls equipped with and without automatic high-beam headlights, 1.5 PP100 vs. 1.00 PP100, respectively. Vehicle owners say they don’t think the automatic high-beam headlights are necessary, but they can’t figure out how to turn off this perceived unnecessary feature, or that it is hard to discover how to switch the automatic high-beam headlights on and off, so they simply kept the headlights on while driving. Owners also indicate automated headlight systems are not necessarily useful to them.
• Degree of problems differ among mini-car EVs and registered EVs: Comparing mini-car EVs (Nissan SAKURA/Mitsubishi eK X EV) with registered EVs, owners of the former say they are more problematic for electric range lower than expected, 5.3 PP100 vs. 4.2 PP100, respectively. Conversely, the latter are more problematic for charging problems, 0.7 PP100 vs. 3.5 PP100, respectively. Although a lower electric range has long been a barrier to the adoption of electric vehicles, fewer problems with charging might be an advantage of owning a mini-sized electrical vehicle, depending on how and why the electric vehicles are used.
• Quality of ADAS (Advanced Driver-Assistance Systems)-related features improves: The problem for lane departure warning/lane keeping assistance–alerts annoying/bothersome has the largest decrease in problems this year. It had been the most problematic since 2021, the year in which this problem area was first included in the study. The number of problems has been less frequently reported each year, to 5.4 PP100 in 2023 from 5.6 PP100 in 2022 and 6.3 PP100 in 2021.

Highest-Ranked Brands and Models

Daihatsu and Honda rank highest in a tie in overall initial quality. Lexus ranks highest in the luxury market segment.

The following are award recipients in each segment category:

• Mini-car–Sedan: Daihatsu Mira e:S
• Mini-car–Height Wagon: Honda N-WGN, Suzuki Wagon R (Tie)
• Mini-car–Super Height Wagon: Suzuki Wagon R Smile
• Compact Car: Toyota Passo
• Compact SUV: Daihatsu Rocky
• Midsize Car:  Subaru Impreza
• Midsize SUV: Toyota Harrier
• Compact Minivan: Honda Freed
• Minivan: Toyota Voxy

The Japan Initial Quality Study, now in its 13^th year, this year is based on responses from 21,647 owners of new vehicles in the first two to 13 months of ownership. Vehicle quality is evaluated by owners across 221 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-June 2023.

About JD Power
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. 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

 

Overall Satisfaction Low among Customers in Japan Who Also Have Their Vehicle Repaired during After-Sales Service, JD Power Finds

2023-08-30

jillian.breska

TOKYO: 31 Aug. 2023 — Vehicle owners in Japan infrequently have their vehicle repaired or a problem fixed during after-sales service–which includes repairs, periodic inspections and compulsory inspection–but when they do, their overall satisfaction decreases, according to the JD Power 2023 Japan Customer Service Index (CSI) Study,^SM released today. Among those who did have a repair or problem fixed, overall customer service satisfaction is 699 (on a 1,000-point scale), which is 28 points lower than among those who did not have a repair or problem fixed.

“Dealerships in Japan typically provide high-quality after-sales service, as only 3% of customers ask a dealership to redo service,” said Taku Kimoto, senior managing officer of research at JD Power. “However, when customers do have something fixed during this process, dealerships need to pay attention to the subsequent customer care, such as an explanation of services completed and advice on future maintenance, thus building trust between the customer and the dealer, to ensure high overall customer satisfaction.”

In 2023, overall customer satisfaction with after-sales service averages 724 points, down 3 points from 2022. By factor, the score for booking/dropping off the car is 729, while the scores are 724 for service quality/car delivery and 721 for dealer facilities and support. By segment, overall satisfaction scores are 774 for luxury brands, 721 for mass market domestic brands and 738 for mass market import brands.

Following are key findings of the 2023 study:

• Service charge is one cause of customer dissatisfaction: Among customers who had their vehicle repaired or a problem fixed, 41% say they paid more than the service charge estimated prior to work, a percentage that is much higher than for those who did not have their vehicle repaired (22%). Specifically, among customers who had their vehicle repaired, 26% say they paid 50,000 yen or more for the service charge (including replacement parts).
• Explanations of charges and service follow-up increase satisfaction: More than one-fifth (21%) of customers who had their vehicle repaired or fixed did not receive a prior explanation of the estimated service charge. Additionally, more than 13% of customers who had their vehicle repaired were not given a cost breakdown upon picking up the vehicle. Overall satisfaction for those who had their vehicle repaired but did not receive a pre-service estimate or post-service explanation of costs is 648, compared with 722 who did receive an estimate or explanation.

Study Rankings

Among the five luxury brands included in the study, Lexus ranks highest, with a score of 819. Lexus performs particularly well in all three factors: dealer facilities and support; booking/dropping off the car; and service quality/car delivery. Volvo (780) ranks second and BMW (771) ranks third.

Among the eight mass market domestic brands included in the study, Honda ranks highest, with a score of 740. Honda performs particularly well in two factors: booking/dropping off the car and service quality/car delivery. Nissan (737) ranks second and Daihatsu (722) ranks third.

Among the five mass market import brands included in the study, MINI ranks highest, with a score of 759. MINI performs particularly well in all three factors: dealer facilities and support; booking/dropping off the car; and service quality/car delivery. Volkswagen (751) ranks second and Fiat (743) ranks third.

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 22nd year, this year is based on responses from 8,735 owners who purchased their new vehicle between April 2019 and March 2022. The online survey was fielded in May-June 2023.

About JD Power
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. 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]
Geno Effler; USA; 714-621-6224; [email protected]

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

 

 

Focusing on New Technologies and Features Key to Increasing Customer Satisfaction in Japan with New Breed of Vehicles, JD Power Finds

2023-08-24

TOKYO: 24 Aug. 2023 — As the sales of electric vehicles (EVs) are expected to increase, it is essential to appeal to customers with new technologies and features—specifically those that differ from traditional vehicles—in order to achieve higher customer satisfaction, according to the JD Power 2023 Japan Sales Satisfaction Index (SSI) Study,^SM released today.

 

“EVs have a number of advantages over vehicles powered by internal combustion engines,” said Taku Kimoto, senior managing officer of research at JD Power. “EVs have a lower running cost after purchase and have impressive acceleration and performance. Currently, customers perceive that EVs are relatively expensive due to the gaps between their projected budget and the actual EV price. It will become increasingly important for dealerships to adequately showcase the wide variety of services, technologies and features of EVs to help customers see the whole-vehicle value instead of only the sticker price.”

 

Following are some of the key findings of the 2023 study:

• Overall sales satisfaction decreases from 2022: In 2023, overall sales satisfaction averages 720 points (on a 1,000-point scale), down 13 points from 2022. By factor, sales satisfaction with contract procedure is 730, while the score for dealer facilities and support is 729, followed by 720 for negotiations and 705 for delivery, down by seven, nine, 13 and 21 points, respectively, from 2022. By segment, sales satisfaction for luxury brands averages 771, while the mass market domestic brand average is 716, with dealer facilities and support contributing the most to the gap.

 

• Longer delivery times resulting in decreased satisfaction: In the new-vehicle market, the global shortage of vehicle parts as well as the worsening war in Ukraine is accelerating disruption to distribution networks. These factors are driving a large decrease in satisfaction for vehicle delivery among those who bought their vehicle at a manufacturer-authorized dealership. Nearly half (47%) of customers this year received their vehicle more than three months after closing the deal, up from 23% in 2022. This and the unpredictability of delivery dates have caused dealerships to refrain from providing customers with an expected delivery date. The percentage of customers who received their vehicle as scheduled has also declined to 47% in 2023 from 55% in 2022. To prevent a further decrease in customer satisfaction due to long delivery times, not only should auto manufacturers find a way to shorten delivery times, but also dealerships should improve how they interact with customers on this issue.

 

• Appeal of new technologies is key to increased satisfaction at the time of purchase: Auto manufacturers have increasingly marketed a wider variety of EV models and extended their reach into the Japanese auto market. However, satisfaction with negotiations is comparable between EV buyers and buyers of traditional vehicles with internal combustion engines (ICE). Among EV buyers, 44% say they visited their dealer three times or more before purchasing their vehicle, compared with 35% of ICE vehicle buyers. However, EV salespeople less frequently provided suggestions that considered the buyer’s budget than salespeople for ICE vehicles, 78% vs. 83%, respectively. Additionally, 56% of EV buyers say the actual purchase price was higher than their projected budget, compared with 47% of ICE vehicle buyers. There is no difference during negotiations between EV buyers and ICE vehicle buyers in the frequency of explanations regarding competing model differences or new technologies/features, suggesting that the advantages of EVs have not been adequately explained to customers.

 

Study Rankings

Luxury Brands

Among the five luxury brands included in the study, Lexus (796) ranks highest. Lexus performs particularly well in the dealer facilities and support, negotiations, and contract procedure factors. Volvo (775) ranks second and BMW (774) ranks third.

Mass Market Domestic Brands

Among eight mass market domestic brands, Nissan (736) ranks highest. Nissan performs particularly well in the dealer facilities and support, contract procedure, and delivery factors. Mazda (722) ranks second and Honda (721) ranks third.

 

The study, now in its 22nd year, this year is based on responses from 7,219 buyers who purchased their new vehicle at a manufacturer-authorized dealer. Satisfaction is measured in four factors: contract procedure; dealer facilities and support; delivery; and negotiations. The data was collected between April 2022 and March 2023, after two to 13 months of ownership. The online survey was fielded from May through June 2023.

 

About JD Power
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. 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]
Geno Effler; USA; 714-621-6224; [email protected]

 

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

 

 

Identifying and Implementing User Value of Advanced Technologies Crucial to Vehicle Development in Japan, JD Power Finds

2022-11-16

TOKYO: 16 Nov. 2022 — Manufacturers must understand the user value of the advanced technologies installed in their vehicles as well as how users perceive their performance, and incorporate that data into future vehicle and technology development, according to the JD Power 2022 Japan Tech Experience Index (TXI) Study,^SM released today.

“Installation, user evaluations and future installation intentions for the 20¹ advanced technologies included in the study vary depending on the technology,” said Yuji Sasaki, director of the research division at JD Power. “Some technologies receive interest from and are appreciated by users, which may lead to increased product appeal, but other technologies would not gain support from users unless they are radically improved or enhanced, such as interior gesture controls and phone-based digital keys. To develop the best possible vehicles with limited resources and assets, manufacturers need to establish a mechanism for quick decision-making to identify what users say about these technologies, select which technologies should be installed on new vehicles and determine which technologies should be enhanced.”

The study specifically focuses on the installation of features on new vehicles and owner usage and problems experienced with these features, as well as their intentions to recommend and repurchase, based on 31 features that include advanced technologies such as active driving assistance.

Following are key findings of the 2022 study:

• Luxury brands have more advanced technologies: On average, 1.9 new advanced technologies are installed in new vehicles. By vehicle segment, 1.4 are installed on mini-cars, 2.2 on mass market models (registered-car) and 3.3 on luxury models (registered-car). Among the 20 advanced technologies, drive recorder (69%), reverse automatic emergency braking system (44%) and active driving assistance system (35%) are more frequently installed on new vehicles, increasing by one to four percentage points from 2021. Users indicate higher levels of intent to install some or all of these technologies on their next new vehicle.
• Drive recorder is most often installed: Among the 20 advanced technologies, drive recorder is the technology most frequently installed on new vehicles (69%) and has the highest level of future intention to be installed (62%). This technology may be expected to become a standard feature in the future. However, because drive recorders are already common on new vehicles, user evaluations are relatively low (the Execution Index score² is 778 points, on a 1,000-point scale) and thus this technology is unlikely to create a competitive differentiation. To make this technology into a strength, it will be necessary to drastically improve it based on users’ needs and usage.
• Satisfaction is higher among owners of vehicles with EV-related technologies: Due to the low acceptance of electric vehicles, advanced technologies installed on electrical vehicles, such as the one pedal driving system and electric vehicle bidirectional charging system, have low penetration rates in the entire market. However, users are highly satisfied with those technologies, particularly the one pedal driving system, which has the highest Execution Index score (850 points), and electric vehicle bidirectional charging system ( 826 points), the third highest score among the 20 advanced technologies. Also, for future intentions, 44% of users say they would install a one pedal driving system on their next new vehicle and 51% say they would install an electric vehicle bidirectional charging system.
• Interior gesture controls are most problematic: Among the 20 advanced technologies, interior gesture controls are the most problematic with a problems per 100 score (PP100) of 41.6 PP100, followed by phone-based digital keys (17.1 PP100). Future installation intentions are also low for these two technologies: 15% for interior gesture controls and 23% for phone-based digital keys. This suggests that it is essential to improve these technologies and for dealerships to educate users on their implementation.
• User support from dealer staff is imperative to promote the use of advanced technologies and improve user evaluations: Among the advanced technologies with a sufficient number of user evaluations, customers are more satisfied with the technologies when they receive explanations about the technologies from the dealer staff. This indicates that explanations by dealer staff and the education of customers would positively impact user evaluations. The largest gap in scores among customers who did receive explanations of advanced technologies and those who did not vary widely for two technologies: a 45-point difference for driver monitoring system (817 vs. 772 points, respectively), and a 43-point difference for active lane change assist system (836 vs. 793 points, respectively).

Highest-Ranking Brands

Subaru (564) ranks highest overall in the Innovation Index. Mercedes-Benz (533) ranks highest among luxury brands.

Advanced Technology Award Recipients

Toyota Alphard is the mass market model receiving the Convenience award, for camera rear-view mirror technology. For the luxury models in this technology category, no award has been issued this year because the ranking criteria were not met.

Subaru Forester is the mass market model receiving the Emerging Automation award, for reverse automatic emergency braking technology. For the luxury models in this technology category, no award has been issued this year because the ranking criteria were not met.

In the Infotainment & Connectivity and the Energy & Sustainability technology categories, no awards have been issued this year because the ranking criteria were not met.

The 2022 Japan Tech Experience Index (TXI) Study is based on responses from 20,797 purchasers of new vehicles in the first two to 13 months of ownership. The study was fielded from May through June 2022.

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. 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]
Geno Effler; USA; 714-621-6224; [email protected]

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

_{¹ The 20 advanced technologies are, in alphabetical order: active driving assistance system; active lane change assist system; augmented reality display; automatic emergency steering system; camera rear-view mirror; drive recorder; driver monitoring system; electric vehicle bidirectional charging system; electric vehicle energy assistant system; fingerprint reader; front cross traffic warning system; ground view camera system; interior gesture control; one pedal driving system; phone-based digital key; rear seat reminder system; remote parking assistance system; reverse automatic emergency braking system; safe exit assist system; and virtual assistant connectivity to vehicle technology.}

_{² The Execution Index score, on a 1,000-point scale, is calculated based on overall user evaluations (on a 10-point scale) and the total problems experienced with the advanced technologies.}

 

Technology Advancements Create Opening for New-Vehicle Quality Problems in Japan, JD Power Finds

2022-09-07

TOKYO: 7 Sept. 2022 — As technology advances with new-vehicle infotainment systems, it has created an opening for additional issues for the vehicle owner, according to the JD Power 2022 Japan Initial Quality Study^SM (IQS), released today.

The study, now in its 12th year, examines 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 (PP100), with a lower score reflecting higher quality. This is the second Japan IQS since last year when JD Power completely redesigned the study to redefine initial quality from the user perspective.

The infotainment category has the widest gap in problems per 100 vehicles among the 14 ranked brands (66.7 PP100), the fewest is 17.6 PP100 and the most is 84.3 PP100. Problems in infotainment remains problematic: The infotainment category continues to be problematic (24.8 PP100), particularly for built-in navigation system—difficult to understand/use; touchscreen/display screen—difficult to use/operate/understand; and built-in voice recognition—frequently doesn’t recognize commands or is difficult to understand/use.

“Among the nine categories by which new-vehicle quality is evaluated, the most frequently cited problem is in infotainment, an important factor in new-vehicle initial quality,” said Yuji Sasaki, director of research division at JD Power. “Additionally, new problems related to annoying lane departure warnings or lane keeping assistance alerts and responses to the mandatory automatic headlights-on are being cited. It is imperative for manufacturers to change their current perspectives regarding vehicle quality and approaches to improvement and work on quality control that emphasizes ease of understanding/usability for users.”

Following are key findings of the 2022 study:

• Daihatsu receives the most model-level awards: In 2022, initial quality averages 138 PP100, almost unchanged from 2021 (137 PP100). Among the 14 brands included in the rankings, Daihatsu (116 PP100) has the fewest problems. Daihatsu also has four models ranking highest in their respective segments among the eight segments. In the luxury segment, Lexus (169 PP100) has the fewest problems.
• Lane departure warning/lane keeping assistance is the most frequently cited problem area: Among the 221 problem areas, the most problematic area continues to be lane departure warning/lane keeping assistance—alerts are annoying or bothersome from last year. The quality of this problem area has slightly improved in 2022 to 5.6 PP100 from 6.3 PP100 in 2021, however, many owners still indicate problems with these features. The study shows this is also one of the most problematic areas in the U.S. Initial Quality Study^SM (4.1 PP100), however, it is still more frequently reported in Japan. This suggests that it is necessary to improve these features in view of road and traffic conditions specific to Japan.
• Mandatory automatic headlights-on causes more problems for some vehicle models: The responses to automatic headlights-on by manufacturers result in more problems in initial quality. Exterior light controls—difficult to understand/use or are poorly located has been more frequently cited in 2022 (1.6 PP100 vs. 1.3 PP100 in 2021). Related to this, timings of lighting-up and lighting-off are not right and lighting is not completely off are mentioned by owners. This suggests that the current automatic headlights-on features do not meet what users expect. Manufacturers need to not only improve the feature itself but also to give customers a thorough explanation about the specification of this feature during the sales negotiations.

Highest-Ranked Brands and Models

Daihatsu ranks highest in overall initial quality. Lexus ranks highest in the luxury market segment.

• Mini-car–Height Wagon segment: Daihatsu Cast
• Mini-car–Super Height Wagon segment: Daihatsu Move Canbus
• Compact Car segment: Toyota Passo
• Compact SUV segment: Daihatsu Rocky
• Midsize Car segment: Subaru Impreza
• Midsize SUV segment: Subaru Forester
• Compact Minivan segment: Daihatsu Thor
• Minivan segment: Honda Step Wgn

The Japan Initial Quality Study, now in its 12th year, is based on responses from 20,797 purchasers of new vehicles in the first two to 13 months of ownership. Vehicle quality is evaluated by owners across 221 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-June 2022.

About JD Power
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. 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]
Geno Effler; USA; 714-621-6224; [email protected]

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

 

Ample Functions and Equipment, Smaller Displacement Engines Make Vehicles in Japan More Appealing, JD Power Finds

2022-10-06

TOKYO: 5 Oct. 2022 — Overall satisfaction improves this year among owners of new vehicles, mostly driven by increases in the minivan and SUV segments, according to the JD Power 2022 Japan Automotive Performance, Execution and Layout (APEAL) Study,^SM released today.

 

“The increase in overall APEAL scores shows us that vehicle owners in Japan have spoken and manufacturers have listened,” said Yuji Sasaki, director of the research division at JD Power. “However, amid continuing technological innovation, building more appealing vehicles—while working to not overcomplicate things—will become increasingly competitive.”

 

The study, now in its 12^th year, measures owners’ emotional attachment and level of excitement with their new vehicle across 37 attributes. These attributes are aggregated to compute an overall APEAL Index score measured on a 1,000-point scale. The study complements the annual JD Power Japan Initial Quality Study^SM (IQS) and the JD Power Japan Tech Experience Index (TXI) Study^SM. This is the second Japan APEAL Study since last year when JD Power completely redesigned the study to redefine the appeal of new vehicles from the user’s perspective.

 

Following are key findings of the 2022 study:

 

• APEAL score improves, driven by minivan and SUV segments: The industry average APEAL score improves to 664, 7 points higher than in 2021. This improvement is driven by increases in the minivan segment (663) and the SUV segment (693). Honda and Toyota have two models each that rank highest in model segments. Daihatsu, Mercedes-Benz, Nissan and Volkswagen each have one segment-winning model.

 

• Ample functions and equipment contribute to increase in satisfaction: The study shows that installing more driving assistance systems and infotainment-related functions increases satisfaction, however, satisfaction decreases if customers are not satisfied with the quality of these systems and functions. For instance, among Android Auto- or Apple CarPlay-enabled vehicles, satisfaction with the infotainment system is 654, 45 points higher than for vehicles which are not equipped with these systems (609). However, when customers have problems with Android Auto or Apple CarPlay, satisfaction drops to 590, which is even lower than for vehicles which are not equipped with these systems. To satisfy customers, it is important to have ample functions and equipment but they must be of sufficient quality to meet owner expectations.

 

• Despite rising fuel prices, satisfaction with fuel economy and range improves: Satisfaction with fuel economy and range averages 641, up 10 points from 2021. Specifically, satisfaction improves for hybrids and gasoline- and diesel-powered vehicles. This indicates that as fuel prices have escalated, fuel economy and range of vehicles with smaller displacement  engines and diesel-fuel vehicles whose fuel is relatively cheap are revalued. On the other hand, satisfaction with mini-cars and plug-in hybrids is flat or below satisfaction levels of a year ago. In particular, satisfaction with fuel economy and range averages 620 among mini-cars, which is lower than that among hybrids and gasoline-powered vehicles (647). This indicates that fuel economy is no longer necessarily a mini-car’s area of strength.

 

Highest-Ranked Brands

Lexus ranks highest in overall APEAL with a score of 749. MINI ranks highest among mass market brands with a score of 741.

Segment-Leading Models

• Mini-car–Height Wagon segment: Honda N-ONE
• Mini-car–Super Height Wagon segment: Honda N-BOX
• Compact Car segment: Nissan Note
• Compact SUV segment: Volkswagen T-Cross
• Midsize Car segment: Mercedes-Benz A-Class
• Midsize SUV segment: Toyota Harrier
• Compact Minivan segment: Daihatsu Thor
• Minivan segment: Toyota Alphard

 

The 2022 Japan Automotive Performance, Execution and Layout (APEAL) Study is based on responses from 20,797 purchasers of new vehicles in the first two to 13 months of ownership.

The study, which complements the annual Japan Initial Quality Study (IQS) and the Japan Tech Experience Index (TXI) Study, is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles, and is used by consumers to help them in their purchase decisions. The study was fielded from May-June 2022.

 

About JD Power
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. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

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