"Best in Initial Quality" in JD Power Survey 2009

J.D. Power and Associates has revealed the results of its 2009 Initial Quality Study and named Lexus the top manufacturer for initial new car quality. Domestic automakers Chrysler, General Motors, and Ford improved on average by 10% this year compared to last.


Interesting trends:

* New-vehicle quality is the best it's ever been, improving 10 points (to 108). Biggest improvement since 2004.
* 71 percent of carryover vehicles improved this year
* The results lend statistical credence to the old adage about not buying a new car in its introduction year, though first-year models in general improved slightly this year. The best of the newest: Hyundai Genesis, Toyota Venza, and VW CC
* Among major redesigns, the Acura TL, Ford F-150, and Nissan 370Z fared best
* Domestics versus imports: The gap is down to 6 points (5 percent), with cars a wash, trucks leaning in the domestics' favor, and crossovers in the imports direction (note that Euro and Asian imports are lumped together, with the former generally dragging the import numbers down, and the latter pulling them up).
* Want REALLY great JDP numbers? Announce discontinuation of the model: Segment winners include Mercury Sable, Chrysler PT Cruiser, Chevy TrailBlazer
* Most improved? 1st Suzuki, 2nd Saturn, 3rd Jeep. And the Jeep improvement is reportedly across all models and all areas, not just one big improvement.

Important caveats about the results:

* Answers to the 228 specific questions address both "things gone wrong" and "things designed wrong" and weight the two equally.
* JD Power doesn't publish a window of statistical significance, but Mr. Sargent admitted that one point IS well within the margin of statistical error, meaning that Toyota (and Mercedes-Benz at 101), Ford (102), and Chevrolet (103) are essentially tied.
* There's no accounting for "psychographics" or personal opinions. These undoubtedly color results of highly emotional cars like Porsches (the brand has consistently run in the top two of late, and our own experiences tell us the cars are not defect-free), and may also result in "hysteresis" in quality reporting -- that is, produce a lag in Toyota quality going down or Chevy quality going up.

While IQS seems to get the most attention, the Customer Satisfaction Index (CSI) measured after 1-3 years seems more valuable to us. We still wish there were some way to obtain more objective quality results, by somehow tapping into each model's actual warranty data and using surveys only for the design-related issues, but alas that info is tougher to come by than President Obama's BlackBerry PIN.

With reporting by Frank Markus

Source: Motor Trend


 Top Three Models per Segment
 Truck/Multi-Activity Vehicle (MAV) Segments

 Compact MAV
 Highest Ranked: Chrysler PT Cruiser Wagon (tie); Honda CR-V (tie)
 Mitsubishi Outlander

 Midsize MAV
 Highest Ranked: Chevrolet TrailBlazer (tie); Ford Edge (tie); Toyota 4Runner (tie)

 Large MAV*
 Highest Ranked: GMC Yukon
 Chevrolet Tahoe

 Midsize Premium MAV
 Highest Ranked: Lexus GX
 Lexus RX
 Cadillac SRX

 Large Premium MAV
 Highest Ranked: Lexus LX
 Cadillac Escalade
 Mercedes-Benz GL-Class

 Large Pickup
 Highest Ranked: Ford F-150 (tie); Toyota Tundra (tie)
 Chevrolet Avalanche

 Midsize Pickup
 Highest Ranked: Honda Ridgeline
 Nissan Frontier
 Ford Ranger

 Minivan*
 Highest Ranked: Toyota Sienna
 Honda Odyssey


NOTE: For a segment award to be issued, there must be at least three models with sufficient sample that comprise 80 percent of market sales within an award segment. There were only two premium sporty models and no large van models with sufficient sample size, thus no premium sporty or large van awards have been issued.

 *No other model in this segment performs above the segment average.  

Like the saying goes, "perception is reality." But I think they need to do a better job of differentiating objective quality measurements (i.e. warranty repairs) vs. subjective critiques (don't like feel of plastic on dashboard, don't like sound of engine). Although if enough customers voice the same complaint, even subjective issues could be significant.  

:
Among major redesigns, the Acura TL, Ford F-150, and Nissan 370Z fared best



Ugh, the TL is hideous.