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Nearly one third (29%) of owners with internal combustion engine (ICE) vehicles say that they have experienced a connectivity-related issue when using their manufacturer’s mobile app, according to the J.D. Power 2023 U.S. OEM ICE App ReportSM. Just made publicly available. Of the connectivity-related issues experienced by ICE vehicle owners, 64% say that they at least occasionally experience a slow app connection. These connectivity issues hinder overall usage of manufacturers’ mobile apps for ICE vehicles, which remains flat year over year at 73%.
“Smartphone apps remain a highly problematic vehicle feature, even as manufacturers continue to focus on resolving connectivity-related issues,” said Jason Norton, senior manager of global automotive consulting at J.D. Power, “It’s clear that customers will have a better overall ownership experience if they have a better smartphone app experience.”
Key Observations of the copyrighted 2023 report
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- Vehicle status desirability: Two of the top three most desired features among owners are related to overall vehicle status: diagnostic data/vehicle health information (say, tire pressure) and the ability to check the vehicle lock, door and window status. These desired features underscore the need for accurate vehicle information to be conveyed to the owner.
- Speed of mobile app and executing vehicle commands: Among the key performance indicators (KPI), owners indicate that the speed of the vehicle app, specifically the execution of remote controls and vehicle status-related functions, is the most important. However, this KPI has the lowest level of owner satisfaction at 6.3 on a scale of 1-10.
- Dealership assistance remains vital for app usage: Owners who were provided dealership support are more likely to remain users of their brand’s mobile app, with nearly 87% of current mobile app users stating that they received dealership support regarding the app when picking up their new vehicle. This remains unchanged from 2022.
- Lacking mobile app capabilities: Among owners who are no longer using their brand’s mobile app, 35% said that the app lacked the desired feature capabilities.
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.
Fossil Fuel Powered Vehicles Plagued with Connectivity Bugs
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Nearly one third (29%) of owners with internal combustion engine (ICE) vehicles say that they have experienced a connectivity-related issue when using their manufacturer’s mobile app, according to the J.D. Power 2023 U.S. OEM ICE App ReportSM. Just made publicly available. Of the connectivity-related issues experienced by ICE vehicle owners, 64% say that they at least occasionally experience a slow app connection. These connectivity issues hinder overall usage of manufacturers’ mobile apps for ICE vehicles, which remains flat year over year at 73%.
“Smartphone apps remain a highly problematic vehicle feature, even as manufacturers continue to focus on resolving connectivity-related issues,” said Jason Norton, senior manager of global automotive consulting at J.D. Power, “It’s clear that customers will have a better overall ownership experience if they have a better smartphone app experience.”
Key Observations of the copyrighted 2023 report
Click for more bugs.
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.