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New-Car Buyers In India Call Out For More Relevant and Easy-To-Use In-Car Technology, J.D. Power Finds

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Hyundai and Mahindra Receive Two Segment-Level Awards; Honda, Tata and Toyota Each Receive One Award

SINGAPORE: 11 Feb. 2020 — Declines across all 10 categories within the J.D. Power 2019 India Automotive Performance, Execution and Layout (APEAL) Study,SM released today, emphasises the need for automotive manufacturers to improve the attractiveness of their model lineups.

The most notable declines in overall satisfaction this year come from three key category areas: Audio/ Communication/ Entertainment/ Navigation (ACEN); fuel economy; and storage and space. The overall satisfaction index drops to 841 in 2019 from 850 in 2018.

The study finds that customers are rating the usefulness of the in-vehicle applications lower this year, especially the navigation system. Satisfaction has also declined around key areas of the audio system.

“Car owners expect an easy to use in-car infotainment system, much like their smartphones,” said Kaustav Roy, director and country head, India at J.D. Power. “Interfaces that require users to make efforts in learning to operate the system typically scores lower. Additionally, in the interface design phase, manufactures need to validate that the design is intuitive and will be easy to operate in the real world."

Following are some of the key findings of the 2019 study:

  • Midsize segment declines the most in 2019: Satisfaction among new buyers of midsize segments vehicles drop by 33 index points year-on-year to 830 in 2019, from 863 in 2018.
  • Branded audio systems scored higher: The difference in satisfaction between the those who recall having branded audio systems groups is higher than the satisfaction of those who do not (846 vs. 832). In total, 69% of car buyers recalled their audio system to be branded.
  • More new buyers are upgrading: Nearly half (49%) of new buyers have upgraded their vehicle in terms of vehicle size and segment, compared to 45% in 2018.

Study Rankings

  • Tata Tiago ranks highest in the compact segment with a score of 849.
  • Hyundai Elite i20/ Active ranks highest in the premium compact segment with a score of 857.
  • Honda Amaze ranks highest in the entry midsize segment with a score of 847.
  • Hyundai Verna ranks highest in the midsize segment with a score of 848.
  • Toyota Innova Crysta ranks highest in the MUV/ MPV segment with a score of 867.
  • Mahindra XUV 300 ranks highest in the compact SUV segment with a score of 886.
  • Mahindra Scorpio ranks highest in the SUV segment with a score of 890.

The 2019 India Automotive Performance, Execution and Layout (APEAL) StudySM is based on responses from 6,051 new-vehicle owners who purchased their vehicle from October 2018 through October 2019. The study includes 66 models from 13 makes.

The study measures what factors satisfy owners in India regarding their new vehicle’s performance and design during the first two to six months of ownership. The study examines 79 attributes in 10 vehicle categories: exterior; interior; storage and space; audio/ communication/ entertainment/ navigation; seats; heating, ventilation and air conditioning; driving dynamics; engine/ transmission; visibility and driving safety; and fuel economy.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These 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.

Media Relations Contacts

Gordon Shields; J.D. Power; Singapore; 65-3165-0119;

Geno Effler; J.D. Power; Costa Mesa, Calif., USA; 001-714-621-6224;

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Media Contacts

Geno Effler

Costa Mesa, California
(714) 621-6224
J.D. Power 2019 India APEAL