New-vehicle problems increase

The study measured problems experienced by new-vehicle owners in the first two to six months of ownership and examined more than 200 problems in eight vehicle categories (listed in order of frequency of reported problems): vehicle exterior; engine and transmission; driving experience; vehicle interior; HVAC; audio, entertainment and navigation; features, controls and displays; and seats. All problems were summarised as the number of problems per 100 vehicles (PP100), with lower PP100 scores indicating a lower rate of problems and, therefore, higher initial quality. 

Overall, the initial quality averaged 91 PP100 in 2014, compared with 84 last year. 

“It is critical for manufacturers to reduce the number of problems customers experience during the first few months of ownership as this greatly impacts brand loyalty and advocacy,” said JD Power Asia-Pacific senior manager Loic Pean. “Initial vehicle quality has a considerable impact on both customer acquisition and retention.” 

The study found that 68 per cent of owners who are delighted (scores of 10 on a 10-point scale) with the quality of their new vehicle said they “definitely would” recommend their vehicle to family and friends, while only 50 per cent of those who were pleased (ratings of 8 or 9) and 26 per cent of those who were indifferent or disappointed (ratings of 1 to 7) said the same. 

Meanwhile, in the 2014 Thailand IQS Rankings, Honda received a model-level award for each of the following four models: the Brio Amaze in the compact car segment (62 PP100); the Civic in the midsize car segment (57 PP100); the Accord in the premium midsize car segment (41 PP100); and the CR-V in the full-size SUV segment (63 PP100). 

The Toyota Hilux Vigo Champ ranked highest in each of the three pickup segments: the Hilux Vigo Champ S-Cab in the single cab segment (74 PP100); the Hilux Vigo Champ Smart Cab in the extended cab segment (84 PP100); and the Hilux Vigo Champ D-Cab in the double cab segment (65 PP100). 

The Mazda2 Elegance came out on top in the entry midsize car segment with a quality score of 55 PP100. 

This year’s IQS was based on evaluations from 4,877 owners who purchased a new vehicle between October 2013 and June 2014. The study covered 12 different brands that included 83 different car, pickup truck and utility vehicle models. The study was fielded between April and August 2014. 

 

 

KEY FINDINGS 

lPremium midsize-car owners reported the fewest number of problems with their vehicle (53 PP100), while MPV owners reported the highest number of problems (123 PP100) in 2014. 

lFirst-time new-vehicle buyers reported fewer problems (76 PP100) than repeat buyers (103 PP100). 

lOverall, owners reported 3 PP100 more regarding interior and engine/ transmission in 2014 than in 2013. 

lThe five most frequently cited problems in 2014 remain unchanged from 2013, with excessive wind noise (10 PP100) being the single symptom to improve year over year, down from 12 PP100 in 2013.