Initial New Vehicle Quality Notably Increases from 2022 in China, J.D. Power Finds

SHANGHAI: 31 Aug. 2023 – Overall new-vehicle quality in China improves in 2023, with the greatest improvement in the infotainment system category. The overall initial quality average is 204 problems per 100 vehicles (PP100), which is a notable 9 PP100 fewer than in 2022, according to the J.D. Power 2023 China Initial Quality Study^SM (IQS), released today.

The study, now in its 24th year, measures initial vehicle quality by examining problems experienced by new-vehicle owners within the first two to six months of ownership. Overall initial quality is determined by problems cited per 100 vehicles, with a lower number of problems indicating higher quality.

The higher quality performance this year is mainly due to the improvement of design-related problems, which is 13 PP100 fewer than last year. The study also finds that the quality of plug-in hybrid electric vehicles (PHEV) is better than that of internal combustion engine (ICE) vehicles: The overall scores for PHEVs and ICE vehicles average 194 PP100 and 205 PP100, respectively. This is the third consecutive year that PHEV quality is better than ICE quality. While PHEVs have significant advantages in lower PP100 in the exterior and interior problem categories, PP100 for PHEVs and ICE vehicles are similar in intelligence, driving experience and powertrain.

“This year, we are very pleased to see that design-related problems have significantly improved, which illustrates that automakers are carefully listening to the voice of customers and putting effort toward improving their satisfaction,” said Elvis Yang, general manager of auto product practice, J.D. Power China. “Owners’ complaints about vehicle quality problems are more diverse and complex now, so automakers need better understand the needs of owners and improve the quality in a more comprehensive way.”

Following are additional findings of the 2023 study:

• Infotainment system notably increases: Among the problem categories, infotainment system (-4.2 PP100) has the greatest improvement while problems in the driving experience (+1 PP100) has risen for a second consecutive year.
• Top 20 problems for ICE vehicles and new energy vehicles (NEVs) notably similar: Nearly 80% of the top 20 problems for ICE vehicles and NEVs are the same in 2023.The most problematic for both ICE vehicles and NEVs—unpleasant interior smell/odor and road noise—have been among the top three problems for the past three years.
• Vehicle owners of different national brands have different tolerances for quality problems: The Net Promoter Score® (NPS)^[1] for all national brands decreases as the number of problems increases.However, owners of Korean and domestic brands are less tolerant regarding quality. The NPS for these two brands among owners who cite problems with their vehicle is significantly lower than among those who do not cite problems. Owners of Japanese and German brands have some tolerance for quality problems and there is a narrow gap in NPS between owners who cite problems and those who do not.

Highest-Ranked Brands and Models

Porsche ranks highest in initial quality among premium brands with 172 PP100, followed by Lexus (178 PP100) and Cadillac (190 PP100).

GAC Honda (186 PP100) is the highest-ranked mass market brand for a fourth consecutive year. Dongfeng Honda (187 PP100) ranks second. Buick and FAW Toyota rank third in a tie, each with 195 PP100.

Chery is the highest-ranked Chinese domestic brand with 200 PP100. Geely (201 PP100) ranks second and GAC Trumpchi (202 PP100) ranks third.

There are 18 models from 13 brands receiving awards across 18 segments in the 2023 study.

• Chery models ranking highest in their respective segments are Chery Arrizo 5 and Chery Tiggo 5x.
• Dongfeng Honda models ranking highest in their respective segments are Honda Civic and Honda CR-V.
• FAW Toyota models ranking highest in their respective segments are Toyota Corolla and Toyota IZOA.

• GAC Honda models ranking highest in their respective segments are Honda Fit and Honda Accord.
• Mercedes-Benz models ranking highest in their respective segments are Mercedes-Benz E-Class and Mercedes-Benz GLA-Class.

Other models ranking highest in their respective segments are Buick New GL8; Changan CS75; Dongfeng Forthing Lingzhi; Geely Boyue/BoyueX; Lexus ES; Porsche Macan; Volkswagen Tayron X; and Volvo XC90 (Import).

The China Initial Quality Study (IQS) measures new-vehicle quality by examining problems in two segments: design-related problems and defects/ malfunctions. Specific diagnostic questions include 218 problem symptoms across nine categories: features/ controls/ displays; exterior; interior; infotainment system; seats; driving experience; driving assistance; powertrain; and climate.

The 2023 study is based on responses from 34,648 owners who purchased their vehicle between June 2022 and March 2023. The study includes 230 models from 48 different brands and was fielded from December 2022 through May 2023 in 81 major cities across China.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on J.D. Power WeChat and Weibo.

Media Relations Contacts

Mengmeng Wang, J.D. Power; China; +86 21 8026 5719; mengmeng.wang@jdpa.com

Geno Effler, J.D. Power; USA; 001-714-621-6224; media.relations@jdpa.com

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NOTE: Seven charts follow.

[1] Net Promoter System®, Net Promoter Score®, NPS®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.