The Mercedes-Benz GLK-Class and E-Class Cabriolet/Coupe each rank highest in initial quality in their respective segments, according to the recently released J.D. Power and Associates 2011 US Initial Quality Study (IQS).
The GLK-Class ranks highest in the entry-level premium crossover SUV segment, while the E-Class Cabriolet/Coupe rank highest in the compact premium sportscar segment. Mercedes-Benz also made strong showings in the premium saloon and premium SUV segments with top-three rankings for its E-Class sedan/wagon and GL-Class.
In addition to the aforementioned model accolades, Daimler’s East London plant (producing the C-Class) tied with the marque’s Bremen 1 site in Germany for a Gold Quality award. Three assembly plants received Platinum Plant Quality Awards (in a three-way tie) for producing models yielding the fewest defects and malfunctions: the Toyota Motor Corporation Cambridge South, Ontario, Canada, plant (which produces the Lexus RX); the Toyota Motor Corporation Kyushu 2, Japan, plant (which produces the Lexus ES, IS and RX); and the Honda Motor Company plant in Greensburg, Indiana, USA, (which produces the Civic). These plants average just 24 PP100. A plant award is based solely on average levels of defects and malfunctions and excludes design-related problems.
Honda managed to glean seven segment awards with models such as the Accord, Civic, Fit (Jazz) and Insight. Lexus won four segment awards for its ES, GS, GX and LS models to take the overall nameplate rankings with an overall rating of 73 problems per 100 vehicles. Lower PP100 scores indicate a lower rate of problem incidences and, therefore, higher initial quality. Another highlight for Toyota’s luxury arm was its flagship LS, which exhibited the fewest problems per 100 vehicles (54) for a second consecutive year.
Land Rover showed significant improvements in its overall nameplate rankings, reducing its problems per 100 vehicles (PP100) rating by 47 PP100 from 2010. Jaguar also showed a notable improvement, reducing problems by 16 PP100 from 2010. Following on from the survey-topping Lexus is Honda (which improves to second rank position in 2011 from sixth in 2010), Acura (the luxury arm of Honda), Mercedes-Benz and Mazda (which improves to fifth rank position in 2011 from 18th in 2010).
Chevrolet and Ford also received two awards apiece: Chevrolet’s HHR and Tahoe models received accolades in their respective segments, as did Ford’s F-150 and Taurus. Segment awards were also bestowed upon the Cadillac Escalade; Chrysler Town & Country; Dodge Challenger; and Mazda MX-5 Miata. Among all-new and redesigned models, the Hyundai Equus and Dodge Durango made strong showings, scoring second place in their respective segments.
With the exception of Mercedes and sixth-placed Porsche, the German marques generally sat below the industry average of 107 PP100. Audi, which placed third in the South African 2009-2010 IQS, sits in 17th place with 113 PP100, while SA survey fourth-ranked BMW sits at 12th with a 109 PP100 rating. Volkswagen finished 28th on the US IQS with a PP100 rating of 131.
Other findings highlighted by this year’s US JD Power IQS included the observation that many all-new (ie not facelifted) models tended to show lower initial quality standards when compared with facelifted/refreshed models. This year’s research showed that the initial quality standards have worsened by 10 percent to an average of 122 PP100 in 2011 from 111 PP100 in 2010.
“Exciting models with the latest features are crucial for winning over today’s demanding consumers,” said David Sargent, vice president of global vehicle research at J.D. Power and Associates. “However, automakers must not lose their focus on the importance of these models also achieving exceptional quality levels. Expected reliability continues to be the single-most-important reason why new-vehicle buyers choose one model over another, and no manufacturer can afford to give consumers any doubts regarding the quality of their latest products.”
The decline in vehicle launch quality has been highlighted in a number of areas, most notably the engine/transmission and audio/entertainment/navigation categories. There are two primary causes for this quality decline: transmission optimisation for fuel economy has lead to reports of gearshift “hesitancy” from many consumers and the increasing use of in-vehicle multimedia systems has also caused a number of headaches.
“Clearly, consumers are interested in having new technology in their vehicles, but automakers must ensure that the technology is ready for primetime,” said Sargent. “Successful companies will be those that can take this incredibly complex technology and make it reliable, seamless and easy for owners to operate while they are driving. There is an understandable desire to bring these technologies to market quickly, but automakers must be careful to walk before they run.”
So, while overall vehicle quality continues to improve, the introduction of new technology is expected to continue to pose challenges for automakers. Putting this trend into perspective, the overall problem rates for audio/entertainment/navigation systems in 2011 are 18 percent higher than in 2010 and 28 percent higher than in 2009.
The Initial Quality Study, which has been running for the past 25 years, is based on customer feedback regarding design-related problems and malfunctions experienced within the first 90 days of vehicle ownership. According to J.D power and Associates, initial quality has, throughout the years, proven a reliable indicator of long-term durability. This year’s US IQS ran from February to May and encompassed 73 000 purchasers delivering feedback in the form of a 228-question survey.
You can download the attached pdf document for further details and graphs.
