More and more people seem to be having problems with their vehicles.
J.D. Power's widely respected 2023 U.S. Initial Quality Study (IQS), released Thursday, showed that industry problems with driving didn't change overall, but quality declined in all other categories, primarily features, controls and displays, followed by infotainment.
“The automotive industry is facing a wide range of quality problems, a phenomenon not seen in the 37-year history of the IQS,” Frank Hanley, senior director of auto benchmarking at J.D. Power, said in a news release. "The industry is at a major crossroad and the path each manufacturer chooses is paramount for its future.”
General Motors received the most awards for its individual models with seven, while Hyundai won five and Toyota Motor Corp. won four. Meanwhile, Chevrolet and Kia tied with the most vehicle segment awards with four. Ford and Lincoln brands, overall, did not fare as well.
Results from these studies are often tied to executive performance bonuses because they objectively assess the industry.
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The study measures problems per 100 vehicles. So, for example, Dodge ranked as the top brand with 140 customer-reported problems per vehicle overall while Buick ranked third with 162 problems.
Vehicles have seen a rise, overall, of 30 problems per 100 vehicles over the past two years. Technology plays a role but it's just one factor.
The newer the vehicle, the more hassles and headaches reported by customers, the study showed.
"Today’s new vehicles are more complex ‒ offering new and exciting technology ‒ but not always satisfying owners,” Hanley said in the release.
GM ranked higher than Porsche, Mercedes-Benz, BMW and Land Rover in certain categories. Meanwhile, the Ram 1500 won the coveted top ranking for the light duty pickup truck. In midsize pickups, Ford Ranger and Jeep Gladiator tied for best in the segment, with Ford Maverick rounding out the top three, the study showed.
Results are based on responses received from 93,380 people who purchased or leased new 2023 model-year vehicles who were surveyed early in their ownership period. The 223-question survey taken February through May of this year asked about infotainment, features, controls and displays; exterior; driving assistance; interior; powertrain; seats, driving experience and climate. The study is designed to help automakers identify issues and improve.
Overall, Stellantis held the top three best brand rankings with Dodge, Ram and Alfa Romeo. GM brands Buick, Chevrolet and GMC rounded out the top six. While Lexus scored well, Toyota found itself below average and ranked just above Ford.
These are the winning categories, listed in order of ranking:
Why the increase in quality issues: Audio system problems, horns with bad sound, faulty cupholders.
Note: Factors including design flaws are not considered in the factory ranking. The study reviews 76 factories in the Americas, so competition is especially strong, Hanley said. Additional plant rankings were unavailable, he said.
Study findings worthy of attention, according to Hanley, include:
Both Ford and Lincoln brand rankings for the number of customer problems in the first months of ownership deteriorated. Compared with 2022, Ford fell from 10th to 23rd and Lincoln from 10th to 28th.
In response to study findings, Ford spokeswoman Maria Buczkowski said:
She also said: "We’re committed to delivering quality experiences that customers expect and deserve from us, and we will not rest until we do just that. ... Customer feedback from sources like J.D. Power and our own internal measures are helping us pinpoint where to improve on the way to achieving best-in-class quality performance in high-volume segments and being among the leaders in all segments by 2025."
The latest study with Dodge at the top reflects four straight years of improvement, while Ram and Alfa Romeo reflect well on the Auburn Hills-based automaker, too.
“We are clearly finding our rhythm,” Mark Stewart, chief operating officer for Stellantis in North America, said in a news release. “While that bodes well for our team, more importantly, it’s a signal to our customers that we are aligned with their concerns and responding in real time. Expect the team to focus even more intently on delivering excellence in customer experience."
Contact Phoebe Wall Howard: 313-618-1034 or phoward@freepress.com. Follow her on Twitter @phoebesaid.
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