Category: AutomotiveUnited States

EV Start-Ups Struggle to Offer Functionality of Tesla, Mass-Market Brands in Vehicle Smartphone Apps, JD Power Finds

2022-05-03

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TROY, Mich.: 4 May 2022 — Usage of an auto manufacturer’s mobile app remains high, according to the JD Power OEM EV App Benchmark Study,^SM released today. Even though app usage by owners of gas-powered vehicles has increased during recent years, owners of electric vehicles (EVs) are still more likely to use their app on a more regular basis, especially for needs like checking range information or viewing active charging status. More than 50% of EV owners use their brand’s app at least half of the time they drive, indicative of an app’s importance and reliance.

JD Power is increasing its presence in the field of customer satisfaction with automotive mobile apps as the industry faces ongoing challenges to provide a compelling customer experience. Acknowledging the increase of EV sales and model offerings, the study evaluates the all-important user experience with a brand’s smartphone app.

“For the most part, owners are still very dissatisfied with the functionality and speed of the EV apps that are on the market,” said Jason Norton, senior manager of global automotive consulting at JD Power, “Manufacturers need greater focus on these critical areas, creating a user experience which aligns with other frequently used consumer apps. For instance, banking customers would probably not wait 60 seconds to view their account balances on their bank’s app, so why would EV owners wait that long to confirm that their vehicle doors are locked?”

Following are key findings of the 2022 study:

• It’s all about charging: Nearly three-fourths (70%) of EV owners say that they use their app at least every other drive to monitor the charging process and view their available range. While owners predominately charge their vehicles at home, 85% say they still desire the ability to find charging stations in case they need one while being on the road.
• Feature desirability is high—and owners want more: Of the 20 most common app features, 15 features were cited as desirable by 70% of EV owners. Surprisingly, though, only eight features are widely available. There also are new advanced features—such as phone as a key—that more owners want added to an app but are only being offered by a few manufacturers.
• Dealer help needed: Similar to the introduction of Bluetooth in vehicles several years ago, an EV app’s features need to be explained to owners by dealership personnel. Nearly one-third (32%) of owners say they have never used their EV app because they don’t know how to do so.
• Owners don’t want to pay: The primary reason that owners stop using their EV app is that the free trial period expires. Owners are still stating that they are not willing to pay for a manufacturer’s EV app—especially for those brands that previously offered a free app but now want to charge for it.

According to the expert benchmarking that JD Power conducted, the top-performing EV apps are the FordPass, Tesla, MyHyundai, Kia Access and Genesis Intelligent Assistant.

While Tesla, the volume leader in EV sales, does very well with its mobile app and continues to add content, some recent EV start-ups (e.g., Lucid, Rivian) are falling short in charging functionality, speed of the app and general content offered in their app.

“New EV start-ups need to better understand consumer expectations, ensuring that their mobile apps meet the standards of established EV manufacturers like Tesla and other brands that already put a lot of work in their digital offerings,” said Fabian Chowanetz, director of automotive consulting at JD Power Europe. “Many of these new players in the EV market are not providing the necessary app content that owners are seeking. For example, owners want the ability to find charging stations, set up the charging process and information on electric driving or advanced technology.”

The OEM EV App Benchmark Study gauges EV owners’ experience with their brand’s mobile app. Insights are derived from surveying EV owners and an expert benchmarking assessment of the most relevant EV mobile apps. Results are based on a standardized evaluation approach relying on more than 300 best practices for vehicle apps that include more than 60 EV-specific attributes.

The expert benchmarking includes apps from the top 20 brands that sell EVs in the United States and Europe. This year, 15 models were evaluated in the United States and six in Europe. More than 1,000 EV owners in the United States were surveyed in March 2022.

For more information about the Electric Vehicle Mobile App Study, visit 
https://www.jdpower.com/business/automotive/jd-power-us-oem-ev-app-benchmark-study

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. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
Shane Smith; East Coast; 424-903-3665; [email protected]

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

 

Consumers Find New Vehicles More Appealing Than Ever, JD Power Research Shows

2017-07-24

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DETROIT: 26 July 2017 — Car owners’ love affair with new vehicles is stronger than ever, as evidenced by a 9-point increase in the APEAL index from last year—tied for the largest gain ever—according to the JD Power 2017 U.S. Automotive Performance, Execution and Layout (APEAL) Study,^SM released today.

In this year’s study, the industry average APEAL index increases to 810 points (on a 1,000-point scale), propelled by significantly better scores in 9 of the 10 categories measured and 19 of the 32 brands in the study making positive gains in their performance, compared with 2016.

“Many automakers are getting better and better at giving consumers what they want in a vehicle,” said Dave Sargent, vice president, global automotive at JD Power. “The industry is doing a very good job of creating vehicles customers like across every segment, and the APEAL study identifies why this is. One clear reason is that non-premium vehicles are increasingly offering technology and safety features found in premium vehicles.”

Following are some of the study’s key findings:

• Premium and mass market brands are getting closer. The average APEAL index score for the non-premium segment (804) improves by 10 points year over year, while the premium segment (845) improves by just 1 point. The gap between the two segments has narrowed to an all-time low of 41 points.

• Some vehicles deliver outstanding levels of APEAL as well as IQS. Eight models receiving APEAL segment awards also receive awards in the JD Power 2017 U.S. Initial Quality Study^SM: BMW 2 Series; Chrysler Pacifica; Kia Cadenza; Kia Niro; Kia Soul; MINI Cooper; Porsche 911; and Porsche Macan. The all-new Genesis brand ranks second in both APEAL and IQS this year, while Porsche ranks top in APEAL and third in IQS.

“Manufacturers are making ever-higher quality vehicles, but this is not coming at the expense of performance, styling, utility or features,” Sargent added.

Highest-Ranked Brands

Porsche ranks highest in overall APEAL for the 13^th consecutive year, with an index score of 884. Genesis ranks second overall (869) followed by BMW (855), Audi (854) and Mercedes-Benz (851).

Chrysler is the most improved brand (815), with a 41-point improvement from 2016. Other brands with strong improvements include MINI (+30 points), Nissan (+27) and Honda (+25).

Segment-Level Model APEAL Awards by Corporation

The parent company receiving the most model-level awards for its various brands is Volkswagen AG (six model-level awards), followed by BMW with four.

• Volkswagen AG: Audi A3; Audi A4; Audi A7; Porsche 911; Porsche Cayenne; and Porsche Macan
• BMW AG: BMW 2 Series;BMW X1; MINI Clubman; and MINI Cooper
• Ford Motor Co.: Ford F-150; Ford Super Duty; and Lincoln Continental
• General Motors Co.: Cadillac Escalade; Chevrolet Bolt; and Chevrolet Tahoe
• Hyundai Motor Co.: Kia Cadenza; Kia Niro; and Kia Soul
• Fiat Chrysler Automobiles: Chrysler Pacifica and Dodge Challenger
• Honda Motor Co.: Honda CR-V and Honda Ridgeline
• Nissan Motor Co., Ltd.: Nissan Altima and Nissan Murano

The Porsche Macan receives a model-level award for the third consecutive year. The BMW 2 Series; BMW X1; Chevrolet Tahoe; Kia Soul; MINI Clubman; and Porsche 911 receive a model-level award for the second consecutive year.

The 2017 U.S. Automotive Performance, Execution and Layout (APEAL) Study measures owners’ emotional attachment and level of excitement across 77 attributes, ranging from the power they feel when they step on the gas to the sense of comfort and luxury they feel when climbing into the driver’s seat. These attributes are combined into an overall APEAL index score that is measured on a 1,000-point scale. The study, now in its 22^nd year, is based on responses gathered from February through May 2017 from nearly 70,000 purchasers and lessees of new 2017 model-year vehicles who were surveyed after 90 days of ownership. The study, which complements the JD Power Initial Quality Study,^SM is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions.

Find detailed information on vehicle quality, as well as model photos and specs, at http://www.jdpower.com/cars/awards/automotive-performance-execution-and-layout-study.

For more information about the 2017 U.S. APEAL Study, visit http://www.jdpower.com/resource/jd-power-automotive-performance-execution-and-layout-apeal-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts

Geno Effler; West Coast; 714-621-6224; [email protected]
Shane Smith; East Coast; 424-903-3665; [email protected]

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

 

Korean Brands Lead Industry in Initial Quality, While Japanese Brands Struggle to Keep Up with Pace of Improvement

2015-06-12

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WESTLAKE VILLAGE, Calif.: 17 June 2015 — With a significant year-over-year improvement, Korean brands continue to widen the quality gap with other automakers, while Japanese makes collectively fall below industry average for the first time in 29 years, according to the JD Power 2015 U.S. Initial Quality Study^SM (IQS) released today.

The study examines problems experienced by vehicle owners during the first 90 days of ownership. Initial quality is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

The industry experiences a 3 percent year-over-year improvement in initial quality, averaging 112 PP100 compared with 116 PP100 in 2014.

Historic Shifts in Performance by Brand Origin

Korean brands lead the industry in initial quality by the widest margin ever, averaging 90 PP100, which is an 11 PP100 improvement from 2014. For the first time in the study, European brands (113 PP100) surpass Japanese brands (114 PP100), while domestic makes (114 PP100) equal the Japanese for only a second time.

Although Japanese brands overall experience a 2 PP100 improvement from 2014, this has proven insufficient to keep pace with the industry, causing Japanese makes overall to fall below industry average for the first time in the 29-year history of the U.S. Initial Quality Study. Only four of the 10 Japanese brands included in the study post an improvement.

“This is a clear shift in the quality landscape,” said Renee Stephens, vice president of U.S. automotive quality at JD Power. “For so long, Japanese brands have been viewed by many as the gold standard in vehicle quality. While the Japanese automakers continue to make improvements, we’re seeing other brands, most notably Korean makes, really accelerating the rate of improvement. Leading companies are not only stepping up the pace of improvements on existing models, but are also working up front to launch vehicles with higher quality and more intuitive designs.”

Technology Continues to be a Trouble Spot for the Industry

• Entertainment and connectivity systems remain the most problem-prone area for a third consecutive year, with voice recognition and Bluetooth pairing continuing to top the problem list.
• The majority of models included in the study that have voice recognition systems experience 10 or more PP100 related to this feature.
• The number of owners who indicate having voice recognition in their new vehicle has increased to 67 percent in 2015 from 57 percent in 2013. Based on results from the JD Power 2015 U.S. Tech Choice Study,^SM this will continue to increase as simple wireless device and near field communication are the top two entertainment/connectivity technologies consumers indicate wanting on their next vehicle.

“Smartphones have set high consumer expectations of how well technology should work, and automakers are struggling to match that success in their new vehicles,” said Stephens. “However, we are seeing some OEMs make important improvements along the way. What’s clear is that they can’t afford to wait for the next generation of models to launch before making important updates to these systems.”

Highest-Ranked Nameplates and Models

Porsche ranks highest in initial quality for a third consecutive year, posting a score of 80 PP100. With a 20 PP100 improvement from 2014, Kia follows Porsche in the rankings at 86 PP100. This marks the first time in the history of the study that Kia has led all non-premium makes in initial quality.

Jaguar (93 PP100), Hyundai (95 PP100) and Infiniti (97 PP100) round out the top five nameplates. Infiniti is one of the most improved brands in the study, lowering its problem score by 31 PP100 from 2014.

Model awards are spread among several corporations, with many receiving multiple awards.

General Motors (4): Chevrolet Equinox (tie); Chevrolet Malibu; Chevrolet Silverado LD; and Chevrolet Spark
Hyundai Motor Company (4): Hyundai Accent; Hyundai Tucson; Kia Sorento; and Kia Soul
Nissan Motor Company (4): Infiniti QX70; Infiniti QX80; Nissan Sentra; and Nissan Quest
Volkswagen AG (4): Audi Q3; Porsche 911; Porsche Boxster; and Porsche Macan
BMW (3): BMW 2 Series; BMW 4 Series; and BMW 5 Series
Toyota Motor Corporation (3): Lexus LS; Toyota Tacoma; and Toyota Sequoia
Fiat Chrysler Automobiles (2): Chrysler 300 and Dodge Challenger
Ford Motor Company (2): Ford Escape (tie) and Ford Super Duty
Mazda (1): Mazda MX-5 Miata

Plant Assembly Line Quality Awards

BMW AG’s Rosslyn, South Africa plant, which produces the BMW 3 Series, receives the Platinum Plant Quality Award for producing models with the fewest defects or malfunctions. Plant quality awards are based solely on defects and malfunctions and exclude design-related problems.

In the North America/South America region, Toyota Motor Corporation’s Cambridge North, Ontario, Canada (TMMC) plant, which produces the Toyota Corolla, receives the Gold Plant Quality Award.

Kia Motors Corporation’s Kwangju Plant 1, Korea, which produces the Kia Soul, receives the Gold Plant Quality Award in the Asia Pacific region.

The 2015 U.S. Initial Quality Study is based on responses from more than 84,000 purchasers and lessees of new 2015 model-year vehicles surveyed after 90 days of ownership. The study, now in its 29^th year, is based on a 233-question battery organized into eight problem categories designed to provide manufacturers with information to facilitate the identification of problems and drive product improvement. The study was fielded between February and May 2015.

Find detailed information on vehicle quality, as well as model photos and specs, at www.jdpower.com/Cars/Ratings/Quality/2015.

Media Relations Contacts

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com