Autoblog http://www.autoblog.com Autoblog http://www.blogsmithmedia.com/www.autoblog.com/media/feedlogo.gif Autoblog http://www.autoblog.com en-us Copyright 2013 Weblogs, Inc. The contents of this feed are available for non-commercial use only. Blogsmith http://www.blogsmith.com/<![CDATA[J.D. Power: Vehicle dependability at all-time high, Lexus and Porsche lead]]>http://www.autoblog.com/2013/02/13/j-d-power-vehicle-dependability-at-all-time-high-lexus-and-po/http://www.autoblog.com/2013/02/13/j-d-power-vehicle-dependability-at-all-time-high-lexus-and-po/http://www.autoblog.com/2013/02/13/j-d-power-vehicle-dependability-at-all-time-high-lexus-and-po/#commentsFiled under: , , ,

J.D. Power and Associates 2013 Vehicle Dependability bar chart

Each year, J.D. Power and Associates surveys original owners of three-year-old vehicles to find out what kinds of problems they have had experienced over the last 12 months, and then it uses this data to create its annual Vehicle Dependability Study. This means that the models in the 2013 study are 2010 model year vehicles, and J.D. Power rates each make as well as the top individual models based on how many problems were experienced per 100 vehicles (PP100).

Debunking the idea that carryover models are more dependable than new or updated models, the 2013 study found that the average carryover model experienced 133 PP100, while all-new or redesigned vehicles for the 2010 model year had 116 PP100; vehicles that received minor changes fared the best with just 111 PP100. The overall average for all makes was 126 PP100, which is the lowest figure since the findings were first issued in 1989.

For 2013, Lexus and Porsche remained in the top two spots, respectively (and each experienced fewer problems year over year), but there were plenty of shakeups elsewhere in the list. The biggest mover overall was Ram, which moved up 20 spots from one of the worst performers in 2012 to sitting pretty in the top 10. Other big positive movers include Mazda, Infiniti and Ford. On the opposite side of things, Scion dropped 13 spots, falling from the fifth-best score down to No. 18. Cadillac, Audi, Volvo and Mitsubishi were other makes that saw big drops in their dependability results.

In terms of dependability for individual models, Toyota products grabbed the top spot in seven of 18 vehicle segments and General Motors also performed well among its individual makes, being named most dependable in four categories. The total breakdown as well as the official press release are posted below.

Continue reading J.D. Power: Vehicle dependability at all-time high, Lexus and Porsche lead

J.D. Power: Vehicle dependability at all-time high, Lexus and Porsche lead originally appeared on Autoblog on Wed, 13 Feb 2013 19:15:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>2013 vehicle dependability studyj.d. powerjd powerjd power and associa...jd power and associateslexusmost reliable new carsporscherelabilitytoyotavehicle dependabilityvehicle dependability studyvehicle reliabilityWed, 13 Feb 2013 19:15:00 EST http://www.autoblog.com/feed/20460608/article-comments.xml http://www.autoblog.com/feed/2013/02/13/j-d-power-vehicle-dependability-at-all-time-high-lexus-and-po/20460608/article-detail.xml 20460608 http://www.blogcdn.com/www.autoblog.com/media/2013/02/jdpower-vds-2013-1360788189_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2013/02/jdpower-vds-2013-1360788189.jpg <![CDATA[Chrysler suspends incentives, penalties for dealer customer service]]>http://www.autoblog.com/2012/08/22/chrysler-suspends-incentives-penalties-for-dealer-customer-serv/http://www.autoblog.com/2012/08/22/chrysler-suspends-incentives-penalties-for-dealer-customer-serv/http://www.autoblog.com/2012/08/22/chrysler-suspends-incentives-penalties-for-dealer-customer-serv/#commentsFiled under: , , , , ,

Chrysler dealership sale

Last December, J.D. Power's Sales Satisfaction Index Study ranked Chrysler's Jeep, Ram and Dodge brands at the bottom of the list. The Chrysler brand itself fared somewhat better with a ranking of nine out of 19 brands.

With those scores in mind, Chrysler execs deduced that their customer satisfaction incentive program for dealers just wasn't working. Under that program, the largest dealers could earn as much as $200,000 for meeting customer service, facilities and management goals. Per quarter. So the program is being scrapped in favor of a system more like that used by Toyota. Instead of rewards and penalties, Chrysler dealers will now be motivated by simple profits.

"If you perform at a higher level based on customer experience, your percentage of loyalty will grow, your percentage of service retention will grow," Mark Engelsdorfer, Chrysler's director of market representation tells Automotive News. "With that will come a pretty substantial growth in your operating profit."

Chrysler's new program was drawn up with help from its dealer network and seems to be more amenable to dealers than the previous system. The new initiative "is really emulating a partnership," Mike Maroone, COO of AutoNation Inc. said in the same article. "Their willingness to walk away from the carrot and stick is really the right way to go."

Chrysler suspends incentives, penalties for dealer customer service originally appeared on Autoblog on Wed, 22 Aug 2012 08:45:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>autonationchrylser dealerChryslerchrysler dealerscustomer satisfactioncustomer servicedealer incentivesDodgeJ.D. PowerWed, 22 Aug 2012 08:45:00 EST http://www.autoblog.com/feed/20304807/article-comments.xml http://www.autoblog.com/feed/2012/08/22/chrysler-suspends-incentives-penalties-for-dealer-customer-serv/20304807/article-detail.xml 20304807 http://www.blogcdn.com/www.autoblog.com/media/2012/06/chrysler-dealer-low-prices-banner_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2012/06/chrysler-dealer-low-prices-banner.jpg <![CDATA[What's the right way to read an automotive quality report?]]>http://www.autoblog.com/2012/06/29/whats-the-right-way-to-read-an-automotive-quality-report/http://www.autoblog.com/2012/06/29/whats-the-right-way-to-read-an-automotive-quality-report/http://www.autoblog.com/2012/06/29/whats-the-right-way-to-read-an-automotive-quality-report/#commentsFiled under:

Why No One Quality Report Tells The Whole Story

Auto mechanic turning a wrench under a vehicle

Quality remains one of the most significant factors for folks buying a new car.

There's no question that fuel economy has become a critical consideration for most folks looking to buy a new car. But quality remains one of the single most significant factors in closing the deal.

Once upon a time, word of mouth was the only way to differentiate between one brand and another, an important yet oftentimes unreliable approach. Then, back in the 1970s, a one-time Ford analyst by the name of J. David Power revolutionized the industry with his first quantitative studies of vehicle quality and reliability. Today, J.D. Power and Associates is the quality field heavyweight, with all sorts of wannabes chasing for a piece of its multi-million-dollar consulting business.

Earlier this month, Power released its 26th annual Initial Quality Study, perhaps the single-most widely quoted survey of its kind, which tallies up the results of a lengthy questionnaire filled out by tens of thousands of recent vehicle buyers. To understand the significance of the IQS, consider that Ford held a separate news conference a day earlier to address the likelihood of its downward slide in the survey. Makers who did well blitzed the media with news releases trumpeting their performance.

Paul EisensteinPaul A. Eisenstein is Publisher of TheDetroitBureau.com and a 30-year veteran of the automotive beat. His editorials bring his unique perspective and deep understanding of the auto world to Autoblog readers on a regular basis.

Continue reading What's the right way to read an automotive quality report?

What's the right way to read an automotive quality report? originally appeared on Autoblog on Fri, 29 Jun 2012 16:01:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>eisensteineisenstein on autoblogInitial Quality Studyiqsj.d. powerjd powerpaul eisensteinqualitythedetroitbureau.comvdsvehicle dependability studyFri, 29 Jun 2012 16:01:00 EST http://www.autoblog.com/feed/20269019/article-comments.xml http://www.autoblog.com/feed/2012/06/29/whats-the-right-way-to-read-an-automotive-quality-report/20269019/article-detail.xml 20269019 http://www.blogcdn.com/www.autoblog.com/media/2012/06/auto-mechanic_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2012/06/auto-mechanic.jpg <![CDATA[J.D. Power Initial Quality Study highlights infotainment woes, puts Lexus on top]]>http://www.autoblog.com/2012/06/20/j-d-power-initial-quality-study-highlights-infotainment-woes-p/http://www.autoblog.com/2012/06/20/j-d-power-initial-quality-study-highlights-infotainment-woes-p/http://www.autoblog.com/2012/06/20/j-d-power-initial-quality-study-highlights-infotainment-woes-p/#commentsFiled under: , ,

J.D. Power Initial Quality Study 2012

Despite an overall increase in overall quality of five percent, automakers are continuing to struggle with in-car technologies, says J.D. Power in its annual Initial Quality Study. Owners reports of problems with factory-installed hands-free communication devices has increased 137 percent since 2009, when such infotainment solutions were offered mostly in high-end models only.

But first, some good statistics: 26 out of 34 brands represented in the study posted improvements this year over their 2011 scores, with 65 percent of the 185 individual models boasting higher scores than last year. Even brand-new nameplates are performing well in 2012 - 11 all-new or redesigned models scored better than average, equaling a 12-percent improvement from 2011.

Coming in first place for 2012 is Lexus, the second year in a row Toyota's luxury brand has taken top honors. Second place is shared by Jaguar and Porsche, with the former leaping an impressive 18 positions over its 2011 score. Fourth and fifth are grabbed by Cadillac and Honda, respectively. Fourteen different brands earned accolades for individual models, "A positive indication of how widespread high quality is among automakers," says David Sargent, vice president of global automotive at J.D. Power and Associates.

Ford, which was hit hard in 2011 due to problems with its MyFord Touch and MyLincoln Touch systems, came in at a lowly 28 out of 35. Bennie Fowler, Ford's group vice president of global quality, had said the automaker expected to "be about the same or slightly better" than last year's 23rd. Not quite... but it could be worse: Last place is shared by Fiat and Smart.

Continuing with the frequently heard technology gripes, Sargent says, "Automakers and suppliers are working hard to ... make the driving experience safer, more convenient and more entertaining. However, the most innovative technology in the world will quickly create dissatisfaction if owners can't get it to work."

We would add, though, that this study polls users after just 90 days with a new car. We wonder if the scores might improve once owners get more familiar with their in-car technology. In any case, feel free to peruse the press blast below, which includes graphs comparing each individual automaker.

Continue reading J.D. Power Initial Quality Study highlights infotainment woes, puts Lexus on top

J.D. Power Initial Quality Study highlights infotainment woes, puts Lexus on top originally appeared on Autoblog on Wed, 20 Jun 2012 14:27:00 EST. Please see our terms for use of feeds.

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Technology can be a fickle thing for automotive companies. Done right, tech can help sell cars. Done badly, and tech can sink a whole company's image.

Ford is battling just that problem. Its Sync tech has certainly contributed to healthy sales recently, but customers started to complain with the buggy advent of the MyFord Touch and MyLincoln Touch systems.

An update for the system back in March promised to fix the annoying restarts, the slow responses and the underwhelming voice control. The user interface also got cleaner, easier to read menus and iPad compatibility was improved.

Unfortunately, Ford is now saying the improvements probably came too late to be reflected in the J.D. Power quality survey to be announced today.

"We'll be about the same or slightly better," Bennie Fowler, Ford's group vice president of global quality, told Automotive News Tuesday. "The dramatic improvement we're expecting will come in the third quarter..."

Ford fell from fifth place to 23rd place in last year's new-car quality survey. At least part of the reason, if not most, was due to customer dissatisfaction with the two Touch systems. That ranked Ford and Lincoln below the industry average for the number of problems per new vehicle.

Consumer Reports told Automotive News that since the Touch upgrades, complaints about Ford products are down. The magazine's auto-test chief David Champion says "Ford's basic quality remains good."

Ford tempers expectations of improvement in J.D. Power quality survey originally appeared on Autoblog on Wed, 20 Jun 2012 13:29:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>fordinitial quality studyinitial quality surveyj.d. powerlincolnmyford touchmylincoln touchmytouchnavigationqualityquality surveysyncWed, 20 Jun 2012 13:29:00 EST http://www.autoblog.com/feed/20262522/article-comments.xml http://www.autoblog.com/feed/2012/06/20/ford-tempers-expectations-of-improvement-in-j-d-power-quality-s/20262522/article-detail.xml 20262522 http://www.blogcdn.com/www.autoblog.com/media/2012/06/01-myford-touch-2013-update-628_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2012/06/01-myford-touch-2013-update-628.jpg <![CDATA[Who, exactly, is J.D. Power?]]>http://www.autoblog.com/2012/04/06/who-exactly-is-j-d-power/http://www.autoblog.com/2012/04/06/who-exactly-is-j-d-power/http://www.autoblog.com/2012/04/06/who-exactly-is-j-d-power/#commentsFiled under: ,

James David Power III - headshot J.D. Power has become a household name thanks to the organization's yearly awards based on in-depth consumer surveys about all manner of goods and services. In the automotive industry, manufacturers constantly struggle to best each other for top honors, and that struggle has helped push the industry toward ever-better quality. But as Ward's Auto points out, few people know the man behind the name.

James David Power III began licensing manufacturers to use his award in advertisements in 1986, two years after Subaru dropped the J.D. Power name in a Super Bowl ad.

In 2005, Power sold J.D. Power and Associates to publishing giant McGraw-Hill, but stayed on with the company until 2009. Even after his departure, Ward's Auto says Power is proud of the empire he helped build. While outlets like Consumer Reports have gained a substantial following, the organization only polls its own subscribers, while J.D. Power takes its data from a larger cross section of consumers.

Using a separate operation to keep conflicts of interest at bay, companies must pay a fee to be able to use the J.D. Power name in their ads. Yet J.D. Power is not without controversy - auto companies pay substantial fees for access to its various quality metrics and counsel, leading critics to suggest there's a conflict of interest in having a quality auditor paid by the very companies it monitors. In addition, critics note that the company's much ballyhooed Initial Quality Study isn't purely a study of manufacturing defects, but rather an arcane formula that mixes actual owner problems with design flaws (think: cupholders that can't hold a Venti Frappucino from Starbucks). As most consumers are likely to equate the idea of quality with a product free of problems, the thought is that this is somewhat misleading methodology.

Either way, there's no doubting J.D. Power's impact on the auto biz - both the company and the man who bears its name. To learn more about him, check out the in-depth Ward's Auto article at the link below.

Who, exactly, is J.D. Power? originally appeared on Autoblog on Fri, 06 Apr 2012 08:31:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>initial quality surveyiqsj.d. powerj.d. power iqsjames daniel powers iiijd powermcgraw hillFri, 06 Apr 2012 08:31:00 EST http://www.autoblog.com/feed/20202704/article-comments.xml http://www.autoblog.com/feed/2012/04/06/who-exactly-is-j-d-power/20202704/article-detail.xml 20202704 http://www.blogcdn.com/www.autoblog.com/media/2012/04/james-david-power-iii-headshot_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2012/04/james-david-power-iii-headshot.jpg <![CDATA[Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey]]>http://www.autoblog.com/2012/03/14/lexus-mini-take-home-dealer-satisfaction-laurels-in-latest-j-d/http://www.autoblog.com/2012/03/14/lexus-mini-take-home-dealer-satisfaction-laurels-in-latest-j-d/http://www.autoblog.com/2012/03/14/lexus-mini-take-home-dealer-satisfaction-laurels-in-latest-j-d/#commentsFiled under: , , , , , , , ,

2013 Lexus GS

When it comes to handing out awards, nobody works harder than J.D. Power. With surveys concocted to measure dependability, brand reputation, customer retention, quality, and whatever else the company can dream up, we sometimes wonder whether the company's plaudits aren't becoming a little like "participant" medals awarded at the end of kids' sports seasons.

This latest J.D. Power survey, the 2012 Customer Service Index, measures service satisfaction at dealerships. The most interesting find is that overall satisfaction at dealers is nearly four percent greater than at independent repair facilities. Visits to dealers among owners of vehicles less than three years old are up as well.

Of course, the numbers that people will be most interested in relate to how each brand fared in the survey. J.D. Power ranks each marque on a 1,000-point scale, "based on dealer service performance during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up."

The brands are broken into either luxury or mainstream categories, and the top performers in each list are clustered fairly close together. Lexus scored 861 points, followed by Cadillac (852) and Jaguar (849) on the luxury side. The mass market competitors finished even closer, with Mini leading at 809 points, followed closely by three General Motors brands: Buick (805), GMC (803) and Chevrolet (801).

See below for the full press release.

Continue reading Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey

Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey originally appeared on Autoblog on Wed, 14 Mar 2012 14:59:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>buickcadillacchevroletcsicustomer servicecustomer service indexdealer satisfactiondealersgmcj.d. powerjaguarjd powerlexusminiWed, 14 Mar 2012 14:59:00 EST http://www.autoblog.com/feed/20193258/article-comments.xml http://www.autoblog.com/feed/2012/03/14/lexus-mini-take-home-dealer-satisfaction-laurels-in-latest-j-d/20193258/article-detail.xml 20193258 http://www.blogcdn.com/www.autoblog.com/media/2012/03/2013-lexus-gs-opt_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2012/03/2013-lexus-gs-opt.jpg <![CDATA[J.D. Power reports vehicle dependability has substantially improved]]>http://www.autoblog.com/2012/02/16/jd-power-reports-vehicle-dependability-has-substantially-improve/http://www.autoblog.com/2012/02/16/jd-power-reports-vehicle-dependability-has-substantially-improve/http://www.autoblog.com/2012/02/16/jd-power-reports-vehicle-dependability-has-substantially-improve/#commentsFiled under: , , , , , , , , , ,

2010 Lexus LS460 Sport

Remember the days of planned obsolescence? They're over. The latest J.D. Power Vehicle Dependability Study shows a 13-percent improvement in new car dependability over the first three years of ownership. The latest sample of 2009 model year vehicles shows the lowest rate of problems since the study's inception in 1990.

The big winner was the Lexus LS, which had the fewest reported problems in the study. Lexus was the highest rated brand as well, followed by Porsche, Cadillac, Toyota and Scion. J.D. Power says 25 of 32 automotive brands showed improved dependability, with six declining and one remaining the same.

While J.D. Power was pleased to see automakers producing high quality cars despite the economic disaster unfolding around them three years ago, it did note that some brands are still not getting credit for building reliable vehicles. "During the past four years, models from Buick, Cadillac, Ford, Hyundai and Lincoln have achieved consistently strong levels of dependability," the company's release stated, "but still have relatively high proportions of new-vehicle buyers expressing reliability concerns."

To read the full press release, click past the jump.

Continue reading J.D. Power reports vehicle dependability has substantially improved

J.D. Power reports vehicle dependability has substantially improved originally appeared on Autoblog on Thu, 16 Feb 2012 14:31:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>cadillacj.d. powerj.d. power vehicle dependability studyjd powerJD Power Vehicle Dependability Studylexusporschequalitysciontoyotavehicle dependabilityvehicle dependability studyThu, 16 Feb 2012 14:31:00 EST http://www.autoblog.com/feed/20172680/article-comments.xml http://www.autoblog.com/feed/2012/02/16/jd-power-reports-vehicle-dependability-has-substantially-improve/20172680/article-detail.xml 20172680 http://www.blogcdn.com/www.autoblog.com/media/2012/02/2010-lexus-ls460-sport-opt_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2012/02/2010-lexus-ls460-sport-opt.jpg <![CDATA[J.D. Power: More car buyers base purchases on brand reputation than ratings and reviews]]>http://www.autoblog.com/2012/01/27/j-d-power-more-car-buyers-base-purchases-on-brand-reputation-t/http://www.autoblog.com/2012/01/27/j-d-power-more-car-buyers-base-purchases-on-brand-reputation-t/http://www.autoblog.com/2012/01/27/j-d-power-more-car-buyers-base-purchases-on-brand-reputation-t/#commentsFiled under: ,

Yugo

Reputation is everything, according to a new survey by J.D. Power and Associates. The 2012 Avoider Study found that 43 percent of buyers who steer clear of a particular model due to quality concerns do so merely because of common knowledge. Ratings and reviews - our stock in trade - were cited by 38 percent, while previous ownership of a model caused scorn in only 14 percent of respondents.

"The fact that so many new-vehicle buyers may be basing their opinions about quality and reliability on pre-conceived [sic] notions, rather than concrete information or data, demonstrates how important it is for automakers to promote the quality and reliability of their models," said Jon Osborn, research director at J.D. Power and Associates, in what reads like a nakedly self-serving press release.

Other interesting data from the survey included an all-time high for xenophobia, with respondents who avoided import models because of their origin rising to 14 percent, the highest in the nine years of the study. Buyers avoiding domestics for the same reason dropped to six percent, the lowest in the study's history.

The most influential reason for purchasing a specific model in 2012 was fuel economy, trumping reliability, "the deal," and exterior styling, which were tops in 2010.

To read the entire press release, click past the jump.

Continue reading J.D. Power: More car buyers base purchases on brand reputation than ratings and reviews

J.D. Power: More car buyers base purchases on brand reputation than ratings and reviews originally appeared on Autoblog on Fri, 27 Jan 2012 09:29:00 EST. Please see our terms for use of feeds.

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2012 Ford Explorer

Ford has taken it on the chin from J.D. Power since the carmaker rolled out its new MyFord Touch system in the 2011 Explorer. Ford's ranking in the influential Initial Quality Survey dropped from fifth last year all the way down to 23rd, in large measure because of customer dissatisfaction with the new technology and its voice recognition interface, but also because of refinement complaints about the PowerShift dual-clutch transmission in the Fiesta. But unlike, say, the Houston Cougars, who plummeted in the Bowl Championship Series rankings after getting blown out in the Conference USA title game this weekend, Ford can make a pretty good case that it's getting jobbed.

The traditional definition of quality when it comes to new cars and trucks has been based on those vehicles being free of defects. But in the last few years, the tide has been turning, in large measure because J.D. Power is increasingly weighing customer complaints related to design and, in particular, new electronic technology. Car and Driver paints the complaints that have dogged Ford among the latter, suggesting that these are less valid quality metrics than something like a poorly assembled door panel.

The venerable buff book doesn't stop at defending Ford, however, cautioning against what it sees as a trend "toward the lowest-common-denominator solutions to reduce design 'problems.'" Citing examples like BMW moving its cruise control from a separate stalk to buttons on the steering wheel to appease whining customers and Porsche getting dinged on IQS for using brake pads that generate too much dust, C/D doesn't say it outright, but certainly implies that J.D. Power is no longer pushing automakers in the right direction.

Car and Driver calls out J.D. Power IQS originally appeared on Autoblog on Mon, 05 Dec 2011 13:31:00 EST. Please see our terms for use of feeds.

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For those of us testing dozens of in-car navigation and infotainment systems each year, J.D. Power's 2011 U.S. Navigation Usage and Satisfaction Study comes as no surprise.

According to owners surveyed in the study, simplicity and ease-of-use are lacking in the majority of systems on the market, with "Address/street/city not found" topping the list, followed by difficulty inputting a destination, poor routing, ineffectual voice controls, a lack of street names and missing points of interest. Not to mention the most obvious issue: the inability to find the proper function in the menu system.

Additionally, with a growing number of automakers combining climate controls into the touchscreen, these systems are adding another layer of complexity with few tangible benefits.

Interestingly though, the Garmin-supplied system fitted to the Dodge Charger and Chrysler 300 - placing first and third, respectively, in consumer satisfaction - do combine many of the vehicle's climate control functions in a separate menu on the screen. So the issue isn't about incorporation, it's about execution.

Lining the bottom of the pack were a few Mercedes-Benz models (no surprise considering how long in the tooth COMAND is), the Jaguar XJ, Volvo XC90, Lincoln MKX and Toyota RAV4. And while the Clarion-equipped system (in the process of being phased out) in the Ford Flex, Fusion and Lincoln MKS all made it into the top 10, the TeleNav versions of the Ford Explorer and Edge - yes, the MyFord Touch equipped models - landed near the bottom. However, many of those issues should be rectified with the 2013 update, which includes faster response, better voice recognition and a mild UI overhaul. Hit the jump for the details and the complete rankings list.

Continue reading Surprise! J.D. Power reports consumers frustrated with navigation systems

Surprise! J.D. Power reports consumers frustrated with navigation systems originally appeared on Autoblog on Tue, 22 Nov 2011 17:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>gpsinfotainmentj.d. powerjd powernavigationsat navsatellite navigationtechnologyTue, 22 Nov 2011 17:30:00 EST http://www.autoblog.com/feed/20112672/article-comments.xml http://www.autoblog.com/feed/2011/11/22/automakers-suck-at-ui/20112672/article-detail.xml 20112672 http://www.blogcdn.com/www.autoblog.com/media/2011/11/jaguar-xj48-628_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/11/jaguar-xj48-628.jpg <![CDATA[Nissan rushes to grapple with poor quality survey scores]]>http://www.autoblog.com/2011/10/10/nissan-rushes-to-grapple-with-poor-quality-survey-scores/http://www.autoblog.com/2011/10/10/nissan-rushes-to-grapple-with-poor-quality-survey-scores/http://www.autoblog.com/2011/10/10/nissan-rushes-to-grapple-with-poor-quality-survey-scores/#commentsFiled under: , , ,

Nissan Juke plant

While Nissan has never enjoyed the same stellar reputation for quality as its Japanese compatriots at Toyota and Honda, it has lately found itself in danger of acquiring the opposite rep. Nissan's performance on influential J.D. Power quality and dependability studies has been below average lately, as many of its rivals have improved. Nissan will be launching a new quality plan in November, but Automotive News has the scoop today.

The most immediate change in Nissan's quality approach is a shoot-the-messenger measure requiring dealers to present car buyers with a two-page quick-reference guide that's part of 2012 owner manuals. The manual insert will seek to address some of the common threads that have cropped up in J.D. Power survey results. Nissan will also be addressing some of the most frequent customer complaints, like poor shift quality from its new seven-speed automatic transmissions used in Infiniti products. Nissan tells AN that it is already upgrading the software in the transmissions.

While that's a start, Nissan has a long way to go to hit its stated goal of having both Nissan and Infiniti brands in J.D. Power's top three in their respective categories by 2016. Nissan ranked just 24th in the Initial Quality Survey released in June, and managed only 25th in the Vehicle Dependability Survey, according to AN.

Other issues that have bothered Nissan customers include difficulties with HVAC controls, confusing rear wiper controls, and using hands-free phone systems. Kazumasa Katoh, Senior Vice President of Global Quality, said that these kinds of customer complaints are the result of Nissan customers' embrace of new technology, which can be complicated.

We've heard this line rather often, ever since Mercedes-Benz saw its J.D. Power scores plummet almost a decade ago. Yet automakers seem to continue to struggle in designing in-car systems that are simple and intuitive. Earlier this year, Ford's MyFord Touch system led Consumer Reports to pull its coveted Recommended rating from the 2011 Ford Edge and Lincoln MKX.

Nissan rushes to grapple with poor quality survey scores originally appeared on Autoblog on Mon, 10 Oct 2011 16:01:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>infinitiinfiniti qualityj.d. powerjd powernissannissan qualityqualityMon, 10 Oct 2011 16:01:00 EST http://www.autoblog.com/feed/20077832/article-comments.xml http://www.autoblog.com/feed/2011/10/10/nissan-rushes-to-grapple-with-poor-quality-survey-scores/20077832/article-detail.xml 20077832 http://www.blogcdn.com/www.autoblog.com/media/2011/10/nissan-juke-assembly_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/10/nissan-juke-assembly.jpg <![CDATA[Hyundai, Jeep and Chrysler show biggest gains in J.D. Power APEAL report]]>http://www.autoblog.com/2011/07/27/hyundai-jeep-and-chrysler-show-biggest-gains-in-j-d-power-apea/http://www.autoblog.com/2011/07/27/hyundai-jeep-and-chrysler-show-biggest-gains-in-j-d-power-apea/http://www.autoblog.com/2011/07/27/hyundai-jeep-and-chrysler-show-biggest-gains-in-j-d-power-apea/#commentsFiled under: , , ,

hyundai emblem

J.D. Power loves to know what you think about new cars and the companies that make them. One of their annual reports is called the APEAL study, which looks at automotive performance, execution and layout, and this analytic look at makes and models is tallied up within a 1,000-point scale. The average score for the entire industry currently sits at 781, which is an improvement over last year's average of 778.

Sitting at the top of the APEAL scoreboard for the seventh year in a row is Porsche, with a rating of 879. It's not surprising to see the German automaker sit in the pole position, but a few other automakers have made vertically positive moves. Hyundai earned 793 points this year, which is a 33-point improvement over the 2010 study and puts the Korean automaker well above the industry average.

Other major winners are Jeep and Chrysler. Jeep jumped 32 points for a 2011 score of 759, and Chrysler climbed 27 points, to 775.

Curious to see how the rest of the industry shakes out? Click past the jump for the full press release.

Continue reading Hyundai, Jeep and Chrysler show biggest gains in J.D. Power APEAL report

Hyundai, Jeep and Chrysler show biggest gains in J.D. Power APEAL report originally appeared on Autoblog on Wed, 27 Jul 2011 19:31:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>apeal studychryslerhyundaij.d. powerj.d. power apeal studyjeepWed, 27 Jul 2011 19:31:00 EST http://www.autoblog.com/feed/20002383/article-comments.xml http://www.autoblog.com/feed/2011/07/27/hyundai-jeep-and-chrysler-show-biggest-gains-in-j-d-power-apea/20002383/article-detail.xml 20002383 http://www.blogcdn.com/www.autoblog.com/media/2011/07/hyundai-emblem-630_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/07/hyundai-emblem-630.jpg <![CDATA[2011 J.D. Power Initial Quality report praises Lexus, Honda, pans Ford]]>http://www.autoblog.com/2011/06/24/2011-j-d-power-initial-quality-report-praises-lexus-honda-pan/http://www.autoblog.com/2011/06/24/2011-j-d-power-initial-quality-report-praises-lexus-honda-pan/http://www.autoblog.com/2011/06/24/2011-j-d-power-initial-quality-report-praises-lexus-honda-pan/#commentsFiled under: , , , ,

J.D. Power IQS study graph

The calendar has kicked over to summer, and that means J.D. Power has just updated its Initial Quality report. The 2011 edition of the IQS is a bit surprising, mostly because the quality of new model launches has been trending upward since 2007 for the entire industry on average. The tune has changed for 2011, as J.D. Power notes the first quality decline in four years, though it notes that carryover models performed better than ever - it's the new models that are drawing complaints. It's not all bad news, though, as a few automakers have managed to stand out from the competition:

According to the study, which tracks buyer satisfaction after 90 days of ownership, Honda is a notable leader in quality, and its lineup shares seven awards for specific models. The Accord, Accord Crosstour, Civic, Element, Fit, Insight and Ridgeline all receive recognition from J.D. Power. Lexus isn't too far behind Honda, with four models getting the 2011 IQS thumbs up. Lexus also leads automakers in across-the-line quality, with Honda, Acura, Mercedes-Benz and Mazda chugging along right behind. Toyota showed strong signs of a comeback, motoring all the way from 21st place in 2010 back up to 7th place. Another item of note, is that Land Rover made a major leap in quality, and has reduced quality issues by 47 problem per every 100 vehicles.

According to JDP, the leading reasons noted for a drop in quality includes growing consumer dissatisfaction with engine/transmission issues and audio/navigation matters. Chief among those who were dinged by both factors is Ford, which drew black marks for its complex MyFordTouch/Sync technologies, along with its PowerShift dual clutch transmission behavior. The technology updates saw Ford plummet from 5th place overall (first among non-premium marques) to 23rd place out of 32 brands.

Read the full report by clicking past the jump.

Continue reading 2011 J.D. Power Initial Quality report praises Lexus, Honda, pans Ford

2011 J.D. Power Initial Quality report praises Lexus, Honda, pans Ford originally appeared on Autoblog on Fri, 24 Jun 2011 10:04:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>fordford qualityhondahonda qualityinitial quality studyiqsj.d. powerj.d. power initial quality reportjd powerjd power iqsjdplexustoyota qualityFri, 24 Jun 2011 10:04:00 EST http://www.autoblog.com/feed/19975680/article-comments.xml http://www.autoblog.com/feed/2011/06/24/2011-j-d-power-initial-quality-report-praises-lexus-honda-pan/19975680/article-detail.xml 19975680 http://www.blogcdn.com/www.autoblog.com/media/2011/06/jdp-iqs-2007-2011_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/06/jdp-iqs-2007-2011.jpg <![CDATA[Mulally facing pressure to fix Ford tech and quality glitches]]>http://www.autoblog.com/2011/06/03/mulally-facing-pressure-to-fix-ford-fix-tech-and-quality-glitche/http://www.autoblog.com/2011/06/03/mulally-facing-pressure-to-fix-ford-fix-tech-and-quality-glitche/http://www.autoblog.com/2011/06/03/mulally-facing-pressure-to-fix-ford-fix-tech-and-quality-glitche/#commentsFiled under: , ,

myford touch ford edge

Ford has had its share of quality issues with its fledgling MyFord Touch technology, and watchdogs like Consumer Reports and J.D. Power have taken notice. Bloomberg reports that Ford CEO Alan Mulally is all too aware of the automaker's latest technology glitches, saying, "We've had just a few issues with some technologies associated with Sync and MyFord Touch."

The "just a few issues" Mulally is referring to include reports of touchscreens blacking out, general complaints about a steep learning curve and a recent crossover ranking by Consumer Reports that placed the 2011 Explorer 17th out of 19 vehicles tested due in large part to the tech. CR also dropped the coveted "Recommended" nod for the 2011 Edge because of MyFord Touch.

Mulally's recent statements come just before the release of J.D. Power's June 23 new car quality report. J.D. Power's VP Dave Sargent claims the automaker's own data shows that quality has taken a hit, adding that Ford is "making an early warning to the market that this may be a problem." There is no telling how car buyers would react to Ford slipping a bit in the rankings, but the company's stellar performance in the study over the past few years has likely been a major reason why the Blue Oval managed to re-pass Toyota on the sales charts.

Ford isn't taking the potential quality issues lightly, recently spending $100 million to deploy laser-guided robots in 17 factories to help reduce wind noise in its automobiles. The robots will enable Ford to install doors to within one tenth of one millimeter of specification. The automaker is also working hard to stay on top of quality even as it continues the torrid pace of new vehicle launches.

Mulally facing pressure to fix Ford tech and quality glitches originally appeared on Autoblog on Fri, 03 Jun 2011 09:59:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>consumer reportsedgeexplorerfordj.d. powermyford touchqualitysyncFri, 03 Jun 2011 09:59:00 EST http://www.autoblog.com/feed/19957038/article-comments.xml http://www.autoblog.com/feed/2011/06/03/mulally-facing-pressure-to-fix-ford-fix-tech-and-quality-glitche/19957038/article-detail.xml 19957038 http://www.blogcdn.com/www.autoblog.com/media/2011/03/11myfordtouch01-630op_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/03/11myfordtouch01-630op.jpg <![CDATA[Autoblog Podcast #222: Chevy Colorado, Porsche 918, Tata Nano for U.S. and J.D. Power Reliability]]>http://www.autoblog.com/2011/03/22/autoblog-podcast-222-chevy-colorado-porsche-918-tata-nano-fo/http://www.autoblog.com/2011/03/22/autoblog-podcast-222-chevy-colorado-porsche-918-tata-nano-fo/http://www.autoblog.com/2011/03/22/autoblog-podcast-222-chevy-colorado-porsche-918-tata-nano-fo/#commentsFiled under: , , , ,

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Click above for the Autoblog Podcast in iTunes, RSS or listen now!

Autoblog Podcast #222 is ready to go, and the crew this week is Chris Shunk, Zach Bowman and Dan Roth. Joining this trio is Dave Sullivan of AutoPacific, and topics range from the next-generation Chevrolet Colorado, to the Porsche 918 Spyder, the possibility of the Tata Nano in the States and J.D. Power Reliability results. Your feedback in our Q&A module winds us up, and we've embedded that in the post below, as well. Thanks for listening, we'll see you next week!

Autoblog Podcast #222: Chevrolet Colorado concept, Porsche 918 Spyder, Tata Nano in the U.S. and JD Power Reliability

In the Autoblog Garage:


Hosts: Dan Roth, Chris Shunk, Zach Bowman
  • Guest: Dave Sullivan
Runtime: 01:28:10



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Autoblog Podcast #222: Chevy Colorado, Porsche 918, Tata Nano for U.S. and J.D. Power Reliability originally appeared on Autoblog on Tue, 22 Mar 2011 17:15:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>autoblog podcastautopacificchevrolet colorado conceptfeaturedj.d. powerjd powerporsche 918 spyderscott burgess resignstata nanoTue, 22 Mar 2011 17:15:00 ESTAutoblog Podcast #222Autoblog01:28:10 http://www.autoblog.com/feed/19888322/article-comments.xml http://www.autoblog.com/feed/2011/03/22/autoblog-podcast-222-chevy-colorado-porsche-918-tata-nano-fo/19888322/article-detail.xml 19888322 http://www.blogcdn.com/www.autoblog.com/media/2009/12/autoblog-podcast-3_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2009/12/autoblog-podcast-3.jpg <![CDATA[JD Power's 2011 Vehicle Dependability Study names Lincoln best brand, Toyota wins most segments]]>http://www.autoblog.com/2011/03/17/jd-powers-2011-vehicle-dependability-study-names-lincoln-best-b/http://www.autoblog.com/2011/03/17/jd-powers-2011-vehicle-dependability-study-names-lincoln-best-b/http://www.autoblog.com/2011/03/17/jd-powers-2011-vehicle-dependability-study-names-lincoln-best-b/#commentsFiled under:

JD Power 2011 Dependability Study

J.D. Power and Associates has released its annual Vehicle Dependability Study for 2011, and there are a few surprises in store for those who religiously keep track of who outperforms who on the automotive reliability front. For the first time ever, Lincoln, with 101 problems per 100 vehicles, leads the chart, followed by Lexus with a score of 109.

Number three on the list is also something of a surprise: Jaguar, who's score of 112 problems per 100 vehicles seemingly proves not all leaping kitties leave unwanted presents outside the confines of their litter boxes. Porsche (114) and Toyota (122) round out the top five. The industry average comes in at 151 problems per 100 vehicles, which of course means that some brands perform rather poorly in J.D. Power's rankings.

Bringing up the rear in this year's study is Mini, with 221 problems per 100 vehicles. That's not good. BMW's smallest brand is followed by Jeep (214), Land Rover (212), Dodge (206) and Chrysler (202). The study also ranks individual models in each category, and Toyota's seven individual segment victories gives the Japanese automaker more individual victories than any other brand.

A brief explanation of how this particular study is compiled: J.D. Power polled 43,700 original owners on problems experienced during the past 12 months on 2008 model-year vehicles after three years of ownership. As such, this study is not ranking the latest vehicles by any given manufacturer, but is instead intended to help consumers predict the durability of a potential automobile purchase.

There's lots more detail in the press release and graphs found after the break, so click here and put your number-crunching hats on.

[Source: J.D. Power and Associates]

Continue reading JD Power's 2011 Vehicle Dependability Study names Lincoln best brand, Toyota wins most segments

JD Power's 2011 Vehicle Dependability Study names Lincoln best brand, Toyota wins most segments originally appeared on Autoblog on Thu, 17 Mar 2011 16:55:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>2011 vehicle dependability studyj.d. powerj.d. power and associatesjd powerjd power and associatesvehicle dependabilityvehicle reliabilityThu, 17 Mar 2011 16:55:00 EST http://www.autoblog.com/feed/19882859/article-comments.xml http://www.autoblog.com/feed/2011/03/17/jd-powers-2011-vehicle-dependability-study-names-lincoln-best-b/19882859/article-detail.xml 19882859 http://www.blogcdn.com/www.autoblog.com/media/2011/03/jd-power-dependability-2011_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/03/jd-power-dependability-2011.jpg <![CDATA[Lexus, Mini top J.D. Power customer service survey]]>http://www.autoblog.com/2011/03/17/lexus-mini-top-j-d-power-customer-service-survey/http://www.autoblog.com/2011/03/17/lexus-mini-top-j-d-power-customer-service-survey/http://www.autoblog.com/2011/03/17/lexus-mini-top-j-d-power-customer-service-survey/#commentsFiled under: , , , , , ,

J.D. Power Customer Satisfaction awardJ.D. Power and Associates has just released the results of its latest customer service survey. Lexus managed to take home the luxury crown for greatest customer satisfaction in the service department while Mini snagged top honors among mass-market brands. According to J.D. Power, one of the biggest factors that can influence how buyers feel about their service experience is whether or not their dealership aggressively tries to upsell maintenance agreements. The Consumer Service Index study rates dealership experience on a 1,000-point scale, and J.D. Power reports that the difference between an owner who feels that he's been upsold and one that doesn't could equate to a 140 point separation in final score.

Interestingly enough, Jaguar managed to take second place amongst luxury brands with 837 points while stablemate Land Rover lagged all the way to 13th place with 785 points - 34 points below the luxury make average. Likewise, Suzuki fell to the bottom of the mass market makes with 724 points. Hit the jump for the full release.

[Source: J.D. Power and Associates]

Continue reading Lexus, Mini top J.D. Power customer service survey

Lexus, Mini top J.D. Power customer service survey originally appeared on Autoblog on Thu, 17 Mar 2011 11:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>consumer service indexconsumer service index studycsicustomer servicej.d. powerjaguarjd power and associatesland roverlexusminisuzukiThu, 17 Mar 2011 11:00:00 EST http://www.autoblog.com/feed/19882658/article-comments.xml http://www.autoblog.com/feed/2011/03/17/lexus-mini-top-j-d-power-customer-service-survey/19882658/article-detail.xml 19882658 http://www.blogcdn.com/www.autoblog.com/media/2011/03/jd-power-customer-satisfaction-award-1300372935_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2011/03/jd-power-customer-satisfaction-award-1300372935.jpg <![CDATA[J.D. Power: Styling biggest reason people reject Acura]]>http://www.autoblog.com/2010/12/22/j-d-power-styling-biggest-reason-people-reject-acura/http://www.autoblog.com/2010/12/22/j-d-power-styling-biggest-reason-people-reject-acura/http://www.autoblog.com/2010/12/22/j-d-power-styling-biggest-reason-people-reject-acura/#commentsFiled under: , , ,

2010 Acura TL SH-AWD at sunset
2010 Acura TL SH-AWD - Click above for high-res image gallery

It's no secret that the corporate schnoz adopted in recent years by Acura is, shall we say... controversial. But whether or not it's helping or hurting sales is up for debate. On one hand, the brand's 24-percent increase in sales in 2010 over the previous year has Honda's luxury division outpacing the gains of its rivals. On the other hand, nearly everyone's 2009 sales figures went down the economic toilet, and J.D. Power reports that exterior styling is the number one reason new car shoppers are rejecting the marque, followed closely by Acura's interior styling.

Perhaps tellingly, Acura's two most successful models in sales gains are the MDX and RDX utility vehicles, models competing in burgeoning segments (and the former of which features a somewhat muted faces compared to the rest of the company's lineup). But hope may be on the way, and soon. According to Automotive News, Dave Conant, who owns an Acura store in Mission Viejo, California and has gotten an early look at the next-gen TL, Acura's middle child is getting a major nose job.

And more new models are reportedly on the horizon as well, including hybrids and a likely return to the entry-level compact luxury class. What's more, the automaker has promised dealers that future models will be better differentiated from one another, both styling-wise and in size. All that sounds good, just so long as no giant polished cow-catcher grilles get in the way.


Gallery: Review: 2010 Acura TL SH-AWD 6MT


[Source: Automotive News - sub. req.]

J.D. Power: Styling biggest reason people reject Acura originally appeared on Autoblog on Wed, 22 Dec 2010 19:25:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>2012 acura tlacuraacura designacura faceacura salesdesign languagej.d. powerjd powertlWed, 22 Dec 2010 19:25:00 EST http://www.autoblog.com/feed/19774072/article-comments.xml http://www.autoblog.com/feed/2010/12/22/j-d-power-styling-biggest-reason-people-reject-acura/19774072/article-detail.xml 19774072 http://www.blogcdn.com/www.autoblog.com/media/2010/12/2010-acura-tl-sh-awd-sunset_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2010/12/2010-acura-tl-sh-awd-sunset.jpg <![CDATA[Ford, Honda lead latest J.D. Power owner loyalty survey]]>http://www.autoblog.com/2010/12/09/ford-honda-lead-latest-j-d-power-owner-loyalty-survey/http://www.autoblog.com/2010/12/09/ford-honda-lead-latest-j-d-power-owner-loyalty-survey/http://www.autoblog.com/2010/12/09/ford-honda-lead-latest-j-d-power-owner-loyalty-survey/#commentsFiled under: , , , , , ,

J.D. Power 2010 Customer Retention Study

Customer loyalty is incredibly important to automakers and something earned by providing both good products and service. J.D. Power has just put out its 2010 Customer Retention Study to show how well each automaker is doing at keeping existing car buyers coming back for more. Leading the way are Ford and Honda who tie each other with a 62 percent rate of customer retention. Hyundai, Lexus and Toyota are right on their heels however with a rate of 60 percent each.

Overall, import manufacturers have the edge on the domestics but that gap has slimmed down due to customers realizing that American automakers are producing a greater number of good products. Of the top 10 automakers in the study, nine are imports.

One of those imports is Kia, which has climbed the most compared to the 2009 study. Rising 21 percentage points, the Korean automaker now sees a rate of retention of 58 percent. That's 10 points above the industry average.

Be sure to click past the jump to take a look at the full press release for more information on this study.

[Source: J.D. Power]

Continue reading Ford, Honda lead latest J.D. Power owner loyalty survey

Ford, Honda lead latest J.D. Power owner loyalty survey originally appeared on Autoblog on Thu, 09 Dec 2010 17:33:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>customer retention studyfordhondahyundaij.d. powerj.d. power and assoc...jd powerjd power and associa...kialexustoyotaThu, 09 Dec 2010 17:33:00 EST http://www.autoblog.com/feed/19753893/article-comments.xml http://www.autoblog.com/feed/2010/12/09/ford-honda-lead-latest-j-d-power-owner-loyalty-survey/19753893/article-detail.xml 19753893 http://www.blogcdn.com/www.autoblog.com/media/2010/12/jd-power-loyalty-study_thumbnail.jpg http://www.blogcdn.com/www.autoblog.com/media/2010/12/jd-power-loyalty-study.jpg -1 2