Wednesday, 26 January 2022 09:03

OEM Apps Still Struggle to Meet Owner Expectations of Speed and Functionality: J.D. Power


...assistance is needed at the dealership. Owners who received assistance at the dealership with setup and feature explanation are more likely to use the app and have greater satisfaction.


Willingness to pay for app features remains low: While 90% of owners do not pay for their app, there is an increase in the percentage of those willing to pay for it in the future. Among app users, 28% say they would be willing to pay up to $5 for the app, though 58% say they are not willing to pay.


Among the 32 brands benchmarked in the study, the top-performing mobile apps are TeslaVolvo CarsMyHyundaiGenesis Intelligent Assistant and MySubaru.


While Tesla doesn’t manufacturer gas-powered vehicles, it is included in this study because of its technology leadership and is considered a benchmark for all automotive mobile apps.


“It’s critical that manufacturers devote proper resources to developing apps that truly meet the needs of new owners,” Hanley said. “New app offerings from Jeep and BMW, for example, show noticeable improvement by adding additional content and increase in speed. Some others, however, have issues with speed, pairing and connectivity.”


The study gauges owners’ experience with their brand’s mobile app. Insights are derived from surveying new vehicle owners and an expert benchmarking assessment of the most relevant mobile apps. Results are based on a standardized evaluation approach relying on more than 250 best practices for vehicle apps.


The expert benchmarking includes apps from 32 brands that sell vehicles in the U.S. The usage survey data represents 1,000 owners who said they have used their app. The study was fielded in November.


For more information about the U.S. OEM ICE App Benchmark Study, click here.


Source: J.D. Power


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