Quality of New Vehicles in US Declining on More Tech Use, Study Shows
The quality of new vehicles has been declining in the United States since 2021 as factors such as growing use of technology and lower build quality of certain parts are making the models more “problematic,” according to automotive consultant J.D. Power.
Some of the worsening issues involve basic parts of the car, such as audio systems, cupholders, horns, and door handles, according to the 2023 U.S. Initial Quality Study (IQS).
Automakers have been leaning on software and technology as they rush to roll out innovative models amid easing supply constraints and labor shortages.
“Opening a door was once a non-discussion point—an aspect of a vehicle that had been examined, engineered, and mastered. The basic touch point of door handles is now a percolating problem area as manufacturers attempt to redesign them,” said J.D Power’s senior director of auto benchmarking Frank Hanley.
Drivers are reporting more problems with their new vehicles in almost every category that the study tracks, apart from the driving experience.
“The largest year-over-year increase in the number of problems is in the features, controls, and displays category, followed by infotainment,” a summary of the 2023 IQS noted.
Problems per 100 vehicles (PP100) rose 30 PP100 during the past two years, the report said. A lower score reflects higher vehicle quality.
Quality ratings of Tesla Inc, which is not officially ranked among other brands in the study as it did not meet ranking criteria, increased by 31 PP100 year over year, to 257 PP100, in 2023.
Electronic touchpoint-designed door handles offered on new vehicles have also become an issue, with seven of the 10 most problematic models seen in battery electric vehicles, the report said.
Some drivers reported that wireless charging pads frequently overheated and sometimes wouldn’t deliver a charge. The report also notes that drivers have quality concerns with lane departure-warning technologies and other related driver assistance features like automatic emergency braking.
Attempts at innovation appear to be backfiring in certain instances. For example, consumers are increasingly running into problems with wireless phone charging pads in their vehicles, reporting that they don’t work consistently or cause their phones to overheat.
The wide range of quality problems in the automotive industry is “a phenomenon not seen in the 37-year history of the Initial Quality Study,” said Hanley.
“Today’s new vehicles are more complex—offering new and exciting technology—but not always satisfying owners,” Hanley added.
On the positive side, the study found new owners increasingly pleased by the smartphone apps many automakers now offer, which allow drivers to check up on their vehicles and do things like beeping the horn to find the vehicle in a crowded parking lot, or lock and unlock the doors.
In terms of initial quality, Dodge ranked the highest, followed by Ram and Buick, while Chrysler and Volvo were jointly ranked lowest, according to J.D. Power. In the premium segment, Alfa Romeo, Porsche, and Cadillac ranked highest for quality.
General Motors had the most vehicles winning model-level awards this year, seven in total, including the Buick Encore, Cadillac XT6, and Chevrolet Equinox. Hyundai Motor Group led in five product segments, Toyota in four. Among individual brands, Chevrolet and Kia tied for the lead, with each winning in four segments.
The study, which was based on responses from 93,380 purchasers and lessees of 2023 model-year vehicles, carried out from February through May. The study poses a list of 223 questions divided into nine vehicle categories.
