With Increase in Overall Mileage Driven for New Vehicles, Owners Experience Higher Instances of Problems, J.D. Power Finds
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Honda, Daihatsu, Mitsubishi and Suzuki Receive Initial Quality Awards in One Segment Each
SINGAPORE: 31 Jan. 2018 — New-vehicle owners are experiencing higher instances of initial quality problems as a result of increased use of vehicles, according to the J.D. Power 2017 Indonesia Initial Quality StudySM (IQS), released today.
Overall, initial quality averages 109 PP100 in 2017, compared with 70 PP100 in 2016. This increase is primarily attributed to a higher number of problems measured in four categories: engine and transmission (+8 PP100); audio, entertainment or navigation (+8 PP100); vehicle interior (+7 PP100); and driving experience (+6 PP100). Initial quality is measured as the average number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.
The study finds that 45% of owners this year have driven their vehicle more than 6,000 kilometers in the first two to six months of ownership, up from 41% in 2016. The average number of kilometers travelled during this ownership period has also increased to 8,553 kilometers, up from 6,928 kilometers last year. This has resulted in a higher instance of quality issues cited by owners.
“Similar to recent years, especially given the driving conditions across Indonesia, usage of new vehicles has subsequently increased, therefore owners are spending more time in their vehicle,” said Kaustav Roy, Director at J.D. Power in Singapore. “The more time spent by an owner in their vehicle, the more likely they will become more conscious of vehicle problems related to their driving comfort; usage of the audio, entertainment or navigation systems; and the interior, among other areas. Manufacturers need to ensure that features such as these are better designed to stand the test of time.”
Following are some of the key findings of the study:
- Consistent trend in problem types: Among the top 10 problems experienced by vehicle owners in 2017, seven are the same as those reported during the past 3 years, with 44% of these problems related to defects or malfunctions.
- Initial quality problems experienced varies by age group: Younger owners (under 35 years of age) experienced a higher number of initial quality problems this year than owners 35 years and older (125 PP100 vs. 99 PP100, respectively). The increase in problems are primarily in the following categories: driving experience (+7 PP100); vehicle interior (+5 PP100); vehicle exterior (+4 PP100) and engine and transmission (+4 PP100).
- Initial quality problems increase most in two entry-level segments: The largest increase in vehicle problems year over year is in the Entry SUV segment (+42 PP100), followed by the Entry MPV segment with 39 PP100.
- Explanation on the operation of features results in fewer problems: Owners who received detailed explanations on the operation of their new vehicle’s features at delivery experienced fewer problems than those who did not (95 PP100 vs. 172 PP100, respectively).
Daihatsu Ayla ranks highest in the Entry Compact Segment (87 PP100), and Honda HR-V ranks highest in the Entry SUV Segment (77 PP100).
Mitsubishi Pajero Sport ranks highest in the SUV Segment (51 PP100) and Suzuki Ertiga ranks highest in the Entry MPV Segment (71 PP100).
The 2017 Indonesia Initial Quality Study (IQS) is based on evaluations from 2,664 owners who purchased their new vehicle between September 2016 and August 2017. The study includes nine brands and 51 passenger car and utility vehicle models. The study was fielded from March through October 2017.
The study measures problems experienced by new-vehicle owners during the first two to six months of ownership and examines more than 200 problems in eight vehicle categories (listed in order of frequency of reported problems): engine and transmission; driving experience; vehicle interior; vehicle exterior; features, controls and displays; heating, ventilation and air-conditioning (HVAC); audio, entertainment or navigation; and seats.
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About J.D. Power in the Asia Pacific Region
J.D. Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. J.D. 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. Information regarding J.D. Power and its products can be accessed through the internet at asean-oceania.jdpower.com.
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