The quality of new vehicles in the United States has been declining since 2021 as factors such as the growing use of technology and lower build quality of certain parts are making the models more “problematic,” automotive consultant J.D. Power says.
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,“ J.D Power’s senior director of auto benchmarking Frank Hanley said. ”The basic touch point of door handles is now a percolating problem area as manufacturers attempt to redesign them.”
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 isn’t officially ranked among other brands in the study since it didn’t meet ranking criteria, increased to 257 PP100, in 2023, up 31 PP100 year over year.
Electronic touchpoint-designed door handles offered on new vehicles also have become an issue, with seven of the 10 most problematic models seen in battery electric vehicles, the report said.
The report notes that drivers have quality concerns with lane departure-warning technologies and other related driver-assistance features such as 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,” Hanley said.
“Today’s new vehicles are more complex—offering new and exciting technology—but not always satisfying owners,” he added.
On the positive side, the study found new owners increasingly pleased by smartphone apps that many automakers now offer, which allow drivers to check their vehicles or do things such as beeping the horn to locate 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, with seven in total, including the Buick Encore, Cadillac XT6, and Chevrolet Equinox. Hyundai Motor Group led in five product segments; Toyota led in four. Among individual brands, Chevrolet and Kia tied for the lead, with each winning in four segments.
The study, carried out from February through May, was based on responses from 93,380 purchasers and lessees of 2023 model-year vehicles during their first 90 days of ownership. The study poses a list of 223 questions divided into nine vehicle categories.
