Lexus, Nissan Lead Initial Quality Rankings as Touchscreens Skew Scores
Lexus and Nissan models lead J.D. Power’s latest Initial Quality Study with low problems per 100 vehicle (PP100) scores of 166 and 169, respectively, as buyers of all brands express growing frustration with touchscreen-powered infotainment systems.
Lexus is followed by Jaguar (175 PP100) and Genesis (183 PP100) atop the premium category while Hyundai (173 PP100) and Chevrolet (178 PP100) rank second and third among mass-market manufacturers.
Audi (269 PP100), Volvo (258 PP100) and Infiniti (242 PP100) earned the worst scores among qualifying brands; however, non-qualifying Rivian edged out Audi with 274 PP100.
Consumers continue to express frustration with touchscreens as manufacturers add more functionality, such as climate control, that requires drivers to navigate multiple screens rather than push a button or dial a knob.
Analysts say infotainment remains the study’s most problematic category at 42.6 PP100.
“While customers do find the larger touchscreens visually appealing, their functionality within the vehicle is an increasing source of frustration,” writes Frank Hanley, J.D. Power’s senior director of auto benchmarking, in a release. “Customers are having to tap and swipe through multiple screens to access key vehicle functions like climate settings and built-in garage door openers. … By retaining dedicated physical controls for some of these interactions, automakers can alleviate pain points and simplify the overall customer experience.”
