New-Vehicle Quality at Highest Level Ever: J.D. Power

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Auto Industry

New-Vehicle Quality at Highest Level Ever: J.D. Power

Genesis, Kia and Hyundai hold the three top rankings for overall initial quality.

Counterman Staff
By Counterman Staff
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Genesis, the luxury division of Hyundai, ranks No. 1 in the J.D. Power 2018 U.S. Initial Quality Study.

New-vehicle quality has improved for the fourth consecutive year – by 4 percent from 2017 – and has reached its best level ever, according to the J.D. Power 2018 U.S. Initial Quality Study (IQS).

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Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) during the first 90 days of ownership, with a lower score reflecting higher quality. In this year’s study, quality improves across six of the eight categories measured, with 21 of the 31 brands included in the study improving their quality from 2017, according to J.D. Power.

The industry average of 93 PP100 is 4 PP100 better than in 2017.

“There’s no question that most automakers are doing a great job of listening to consumers and are producing vehicle quality of the highest caliber,” said Dave Sargent, Vice President of Global Automotive at J.D. Power. “That said, some vehicle owners are still finding problems. As vehicles become more complex and automated, it is critical that consumers have complete confidence in automakers’ ability to deliver fault-free vehicles.”

Of the eight categories measured, vehicle exterior improves the most, now at 15.2 PP100, compared to 16.6 PP100 in 2017. Improvements include less wind noise and fewer paint imperfections.

Significant year-over-year improvements also occur in the seats (8.0 PP100 vs. 8.7 PP100) and vehicle interior (14.3 PP100 vs. 14.7 PP100) categories.

Korean Brands Score Highest

Korean brands hold the three top rankings for overall initial quality.

Genesis, the luxury division of Hyundai, ranks highest with a score of 68 PP100. Kia (72 PP100) ranks second and Hyundai (74 PP100) ranks third.

This is the first time that three Korean brands are at the top of the overall ranking, and it’s the fourth consecutive year that Kia is the highest-ranking mass-market brand.

Porsche (79 PP100) ranks fourth and Ford (81 PP100) ranks fifth.

The Porsche 911 has the lowest overall problem level (48 PP100) of any model this year.

Mazda is the most-improved brand, with owners reporting 25 PP100 fewer problems than in 2017. Other brands with strong improvements include Mitsubishi (20 PP100 improvement), Cadillac (15 PP100 improvement), Infiniti (15 PP100 improvement), Hyundai (14 PP100 improvement) and Lexus (14 PP100 improvement).

The parent company receiving the most model-level awards for its various brands is Ford (five awards), followed by Hyundai (four) and BMW, General Motors and Nissan (three each).

ADAS Problems Increasing

As automakers add more advanced driver-assistance systems to their vehicles, more consumers are experiencing problems. The level is still low (3.5 PP100 on average) but has been increasing by about 20 percent a year for the past three years, according to J.D. Power

“As we look to the future, avoiding problems with safety and driver-assistance technology is critical,” Sargent said. “In an era of increasingly automated vehicles, vehicle owners have to be comfortable using foundational technologies like lane-keep assistance and collision avoidance. Otherwise, automakers will not easily overcome consumer resistance to fully automated (driverless) cars.”

For more information about the 2018 U.S. Initial Quality Study, visit the J.D. Power website.

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Auto Industry

Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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