Tag Archives: Frank Hanley

J.D. Power 2026 APEAL Scores Rise Again

Posted on 24 July 2026 by Ken Zino

“Automakers have made real progress in reducing problems, but JD Power data makes it clear that quality alone isn’t enough,” said Frank Hanley, senior director of auto benchmarking at JD Power. “Owners are most enthusiastic when their vehicle not only works reliably but also feels thoughtfully designed and offers comfortable interiors, useful storage and technology that’s easy to live with. The brands that get both sides of that equation right see the strongest advocacy from their customers.” Continue reading →

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Connectivity Snags Haunt Improvements in New-Vehicle Quality

Posted on 25 June 2026 by Ken Zino

“As more technology is introduced into vehicles, keeping the experience simple matters more than ever,” said Frank Hanley, senior director of auto benchmarking at JD Power. “The biggest gains in quality come from features that are easy to use—simple controls, less-intrusive driver assistance and software that works the way customers expect. When technology becomes too complicated, the likelihood of customers experiencing a problem rises considerably.” Continue reading →

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J.D. Power 2025 U.S. Initial Quality Study Released

Posted on 26 June 2025 by Ken Zino

The number of problems cited by owners in the first 90 days of ownership has improved slightly, according to the J.D. Power 2025 U.S. Initial Quality Study (IQS)SM released today. Overall, problems per 100 vehicles (PP100) have improved to 192 PP100 from 194 PP100 a year ago. Premium brands have improved to 27 PP100 to 203 PP100 from 230 PP100 in 2024, while problems among mass market brands have increased to 187 PP100 from 181 PP100 in 2024. A lower score reflects higher vehicle quality.* Lexus is the highest-ranking brand overall in initial quality with a score of 166 PP100. Among premium brands, Jaguar (175 PP100) ranks second and Genesis (183 PP100) ranks third. Among mass market brands, Nissan ranks highest with a score of 169 PP100. Hyundai (173 PP100) ranks second and Chevrolet (178 PP100) ranks third. Continue reading →

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J.D. Power 2024 US APEAL Study Improves Slightly

Posted on 25 July 2024 by Ken Zino

“Traditional manufacturers have listened to the Voice of the Customer,” said Frank Hanley, senior director of auto benchmarking at J.D. Power. “They’re launching enhanced vehicles that are more in line with what customers want, including improved interior storage and higher quality materials, as well as ensuring features have ease of use. For BEVs, recent launches from traditional manufacturers have surpassed perennial leader Tesla when it comes to owners’ level of emotional attachment and excitement with their new vehicle.” Continue reading →

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EVs, PHEVs Worse Than Gas Vehicles On Power 2024 IQS

Posted on 27 June 2024 by Ken Zino

“Proponents of battery electric vehicles (BEVs) often state these vehicles should be less problematic and require fewer repairs than gas-powered vehicles since they have fewer parts and systems. However, newly incorporated repair data shows BEVs, as well as plug-in hybrid electric vehicles (PHEVs), require more repairs than gas-powered vehicles in all repair categories. “Owners of cutting edge, tech-filled BEVs and PHEVs are experiencing problems that are of a severity level high enough for them to take their new vehicle to the dealership at a rate three times higher than that of gas-powered vehicle owners,” Hanley said. Continue reading →

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J.D. Power – Vehicle Dependability Down Again

Posted on 8 February 2024 by Ken Zino

Owners are experiencing lower levels of vehicle dependability after three years, according to the J.D. Power 2024 U.S. Vehicle Dependability StudySM released today. The large number of tech-ache problems owners face indicate a decline in long-term vehicle dependability, with increased levels of problems reported for nearly two-thirds of brands in the study. The industry average has increased 4 problems per 100 vehicles (PP100) year-over-year to 190 PP100 from 2023. The rate at which problems have increased between 90 days and three years of ownership has increased to 17%, up 5 percentage points from 12% in 2023.

“Historically, VDS model results mirror the results of the respective model year in the J.D. Power Initial Quality Study, so a deterioration of vehicle dependability is unusual,” said Frank Hanley, senior director of auto benchmarking at J.D. Power. Continue reading →

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APEAL Study of New Vehicle Owner Satisfaction Down Again

Posted on 25 July 2023 by Ken Zino

The J.D. Power US Automotive Performance, Execution and Layout (APEAL) StudySM shows that there is a consecutive year-over-year decline in owner satisfaction for the first time in its 28-year history. According to the 2023 study, overall satisfaction is 845 (a 1000-point scale), decreasing 2 points from a year ago and 3 points lower than in 2021. Continue reading →

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Fasten Your Safety Belt – Quality Problems at Record High

Posted on 22 June 2023 by Ken Zino

New vehicles are becoming more problematic with the number of problems per 100 vehicles (PP100) rising to a record 30 PP100 during the past two years, according to the J.D. Power 2023 U.S. Initial Quality StudySM (IQS) released today. Power … Continue reading →

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Tech-Aches – J.D. Power 2023 U.S. Vehicle Dependability Study

Posted on 11 February 2023 by Ken Zino

“It is typical in the automotive industry to roll out concepts and features by putting them in premium vehicles first,” said Frank Hanley, senior director of auto benchmarking at J.D. Power. “A bellwether for mass market brands looking to adopt and implement these technology features into their portfolio is in two of the industry’s preeminent studies, the J.D. Power Initial Quality StudySM (IQS) and the Vehicle Dependability Study. Connecting insights from the two studies better informs automakers by substantiating trends and showcasing how some automakers are preventing problems from occurring early on and throughout the ownership experience.” Continue reading →

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