Click to enlarge.
The top 10 problems with automotive multimedia systems are design related. As a result, owner satisfaction with such systems is among the least satisfying aspects of the vehicle experience, according to the J.D. Power 2020 U.S. Multimedia Quality and Satisfaction Study.
“The majority of frequently occurring problems with multimedia and infotainment systems are design-related issues, many of which could be addressed through software updates to work out the bugs,” claimed Brent Gruber, senior director of global automotive quality at the J.D. Power consultancy.
While software updates can keep multimedia systems relevant and problem free, the study finds that over-the-air (OTA) updates – widely touted by automakers as a plus – can create more problems and be a big source of dissatisfaction.
Study data show that owner satisfaction drops by 173 index points (on a 1,000-point scale) when OTA problems are experienced.
“This is very concerning considering the rapid growth of remote update capabilities for multimedia and infotainment systems,” Gruber said. “In theory, the added convenience of fixing notable industry problems on the fly sounds great, but manufacturers need to ensure that the solution isn’t creating more headaches for owners in an area that is already highly problematic.”
Top Satisfaction Vehicles
- Midsize/Large: Dodge Challenger
- Midsize/Large Premium: BMW X6
- Small/Compact: Nissan Sentra
- Small/Compact Premium: Genesis G70
The 2020 U.S. Multimedia Quality and Satisfaction Study is based on responses from 87,282 purchasers and lessees of new 2020 model-year vehicles who were surveyed after 90 days of ownership. The study was fielded from February through May 2020.
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn.
He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe.
Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap.
AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks.
Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.
Multi Problems with Automotive Multi-Media
Click to enlarge.
The top 10 problems with automotive multimedia systems are design related. As a result, owner satisfaction with such systems is among the least satisfying aspects of the vehicle experience, according to the J.D. Power 2020 U.S. Multimedia Quality and Satisfaction Study.
“The majority of frequently occurring problems with multimedia and infotainment systems are design-related issues, many of which could be addressed through software updates to work out the bugs,” claimed Brent Gruber, senior director of global automotive quality at the J.D. Power consultancy.
While software updates can keep multimedia systems relevant and problem free, the study finds that over-the-air (OTA) updates – widely touted by automakers as a plus – can create more problems and be a big source of dissatisfaction.
Study data show that owner satisfaction drops by 173 index points (on a 1,000-point scale) when OTA problems are experienced.
“This is very concerning considering the rapid growth of remote update capabilities for multimedia and infotainment systems,” Gruber said. “In theory, the added convenience of fixing notable industry problems on the fly sounds great, but manufacturers need to ensure that the solution isn’t creating more headaches for owners in an area that is already highly problematic.”
Top Satisfaction Vehicles
The 2020 U.S. Multimedia Quality and Satisfaction Study is based on responses from 87,282 purchasers and lessees of new 2020 model-year vehicles who were surveyed after 90 days of ownership. The study was fielded from February through May 2020.
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn. He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe. Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap. AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks. Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.