New-Vehicle Owners More Perceptive of Design-Related Vehicle Problems, J.D. Power Finds
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Daihatsu, Honda, Mitsubishi and Suzuki Receive Model-Level Awards for Initial Quality
SINGAPORE: 23 Jan. 2019 — While overall manufacturing quality-related problems are on the decline, auto owners in Indonesia are becoming more aware of vehicle design-related problems. The proportion of design-related problems compared to manufacturing-related problems has almost doubled in the last three years to 40% in 2018 from 27% in 2015, according to the J.D. Power 2018 Indonesia Initial Quality StudySM (IQS), released today.
The study finds that the most-cited problems in vehicle design are related to difficulties with air conditioning failing to reach or maintain the desired temperature; seat material that scuffs or soils easily; and frequent pairing and connectivity issues with built-in Bluetooth® mobile phones.
The study finds that overall, the number of problems per 100 vehicles (PP100) in 2018 is 63. In addition to design-related problems, new-vehicle owners also found defects in manufacturing quality-related problems, although less so compared with 2017. These issues include speakers and front windshield wipers that are either broken or not working properly and an unpleasant interior smell.
“From the reduced number of manufacturing problems cited, OEMs are clearly listening to and solving customers’ pain points” said Srabani Bandyopadhyay, Country Manager, Indonesia at J.D. Power. “However, customers are increasingly becoming more discerning towards design problems in their vehicle. In a city like Jakarta, where heavy traffic often results in longer commutes, owners spend a longer time inside their vehicle and thus become more observant of issues relating to design and comfort. It is therefore crucial that manufacturers look to address these design-related issues to enhance the overall customer experience.”
Following are additional key findings of the 2018 study:
- First-time new vehicle owners report less problems: Buyers purchasing their first vehicle cite lesser problems than repeat buyers (56 PP100 vs. 73 PP100, respectively).
- Younger car owners report more problems: Customers who are 29 years or younger report a higher problem count compared with those customers who are 30 years or older (75 PP100 vs 59 PP100, respectively). Younger car owners report higher instances of problems in the interior, exterior and seats categories, compared with older customers.
- Good product quality enhances likelihood to promote brand: The Net Promoter Score® (NPS) measures customers’ likelihood to recommend both their vehicle make and model on a 0-10 scale. Promoters (new-vehicle owners who provide a rating of 9-10 points on the likelihood that they will recommend the vehicle brand) reported 68 PP100, compared with 123 PP100 reported by detractors (those who provide a rating of 0-6 points on their likelihood to recommend the brand).
The Daihatsu Sigra ranks highest in the entry compact segment (42 PP100). The Honda HR-V ranks highest in the entry SUV segment (49 PP100). Mitsubishi Pajero Sport ranks highest in the SUV segment (50 PP100) and the Suzuki Ertiga ranks highest in the entry MPV segment (30 PP100).
The 2018 Indonesia Initial Quality Study (IQS) is based on responses from 2,576 new-vehicle owners who purchased their vehicle between October 2017 and September 2018. The study includes 52 passenger cars, pickup and utility vehicle models of 10 brands. The study was fielded between May and December 2018.
The study serves as the industry benchmark for new-vehicle quality by examining problems experienced by new-vehicle owners within the first two to six months of ownership in two distinct categories: design-related problems and defects and malfunctions. It includes more specific diagnostic questions around eight problem categories: exterior; driving experience; features/ controls/ displays; audio/ communication/ entertainment/ navigation; seats; heating/ ventilation/ air conditioning; interior; and engine/transmission. The overall initial quality score is determined by problems reported per 100 vehicles (PP100), with a lower number of problems indicating higher quality.
About J.D. Power in the Asia Pacific Region
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
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