Vehicle dependability in Mexico is improving according to a new J.D. Power study. The J.D. Power 2023 Mexico Vehicle Dependability StudySM (VDS) shows an overall industry average of 213 problems per 100 vehicles (PP100), though researchers say infotainment remains the category with the most problems (39 PP100), especially among younger customers. (Last year's 2022 study showed an overall industry average of 233 problems per 100 vehicles (PP100)).
The study, now in its ninth year, measures problems experienced during the past 12 months by original owners of vehicles in Mexico after 12-36 months of ownership. J.D. Power says it redesigned the study for 2023 to more accurately capture 184 specific problem areas across nine major vehicle categories:
Overall dependability is determined by the number of problems experienced per 100 vehicles, with a lower score reflecting higher quality.
“Millennials and Gen Z owners have grown up in the digital age and their expectations are higher when it comes to infotainment operating correctly,” said Gerardo Gomez, senior director and country manager at J.D. Power de Mexico. “This is a critical opportunity for automakers to make progress in this area and improve the overall owner experience, as these two generations will make up a greater share of vehicle buyers in the future.”
Gen X and Boomer vehicle owners experience fewer issues than Millennial and Gen Z's do. The study found that Gen X and Boomer vehicle owners identify fewer problems (204 PP100 and 156 PP100, respectively), while Millennial (232 PP100) and Gen Z (213 PP100) owners cite the most problems. One thing held true for all generations: infotainment was the most problematic vehicle category. Driving assistance proved to be the least problematic issue.
The study also cites infotainment updates as key to boosting customer satisfaction. Although infotainment is a problematic area, a software update from the automaker can improve the experience. Among 33% of owners whose vehicles received a software update since purchase, infotainment performed “much better than expected.” That figure declines to 20% among owners whose vehicles had not received any infotainment updates.
Mercedes-Benz ranks highest in vehicle dependability among premium brands with a score of 136 PP100. Audi ranks second (147 PP100). (Last year's highest ranking premium brand was MINI.)
Ford ranks highest in vehicle dependability among mass market brands with a score of 137 PP100. Suzuki (175 PP100) and Toyota (175 PP100) each rank second in a tie. (Last year's highest ranking mass market brand was Mitsubishi.)
Listed below are the highest-ranked models in each segment.
Compact: Toyota Prius
Entry Sub-Compact: Chevrolet Spark
Crossover: SEAT Arona
Midsize SUV: Nissan X-Trail
Entry SUV: Ford EcoSport
Upper Sub-Compact: Toyota Yaris
The J.D. Power 2023 Mexico Vehicle Dependability Study is based on responses from 6,440 original owners of 2020 to 2022 model-year vehicles. The study was fielded from October 2022 through July 2023.
Photo Credit: Ford.