“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,” said Brent Gruber, senior director of global automotive quality at J.D. Power.
While upgradeability and software updates can keep multimedia systems relevant and problem free, the study finds that over-the-air (OTA) updates can create more problems and be a big source of dissatisfaction. Study data shows 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-performing vehicles in each segment are as follows:
- 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.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific.