Technical Hiccups Baffle Purchasers - Dealers Hold the Secret to Excellent Initial Encounters
The 2025 J.D. Power U.S. Automotive Performance, Execution, and Layout (APEAL) Study has unveiled some interesting findings about the changing landscape of customer satisfaction in the automotive industry.
Personalization seems to be a key factor in increasing owner satisfaction, with over half of vehicle owners creating individual user profiles in their vehicles. This personal touch leads to a more enjoyable driving experience.
In terms of model-level segment wins, BMW AG took the lead, earning the most wins in the study. The BMW X6 emerged as the highest-scoring model overall, while the Ford Super Duty, Volkswagen ID.Buzz, Hyundai Santa Fe, and Mini Countryman also won in their respective segments. Notably, the Kia K5 secured its fifth straight year of victory in the study.
Porsche and Mini again shone in their respective segments, with Porsche taking top honours among premium brands and Mini being the highest-ranked mass-market brand.
The study found that overall owner satisfaction is at its highest level in five years. However, it also revealed that tech-heavy new models have lower satisfaction, particularly in vehicle setup/startup and infotainment systems. Interestingly, ICE (Internal Combustion Engine) and traditional hybrid models offer more stable, favorable experiences compared to plug-in hybrids and battery-electric vehicles.
The study suggests that dealers can improve satisfaction by focusing on delivery processes, offering hands-on tech walkarounds, and helping buyers personalize their vehicle settings. Dealers may also want to lean into hybrids and plug-in hybrids as a sweet spot for consumers seeking fuel savings without range anxiety.
Plug-in hybrids showed a 14-point improvement in satisfaction from 2024, while satisfaction with battery-electric vehicles (excluding Tesla) dropped 17 points compared to a year earlier. Tesla's emotional satisfaction jumped 11 points among premium brands, driven largely by a 20+ point gain in most categories.
The BMW X1, X4, and 4-Series are also standout vehicles for BMW in the study. Dealers can visit https://www.jdpower.com/business/us-automotive-performance-execution-and-layout-apeal-study to view full rankings or segment awards.
Moreover, the APEAL Study suggests that aligning product presentation, tech education, and follow-up with emotional drivers identified in the study could lead to stronger long-term customer satisfaction and retention for dealers.
In the 30th edition of the J.D. Power U.S. Automotive Performance, Execution, and Layout (APEAL) Study, excluding the year 2025, Porsche and Mini achieved the highest results in their respective segments. Notably, in 2025, both brands again led their segments with the highest scores.
In conclusion, the 2025 J.D. Power U.S. Automotive Performance, Execution, and Layout (APEAL) Study offers valuable insights into the current trends in customer satisfaction in the automotive industry. By understanding these trends, dealers can make informed decisions to improve customer satisfaction and retention.
Read also:
- MRI Scans in Epilepsy Diagnosis: Function and Revealed Findings
- Hematology specialist and anemia treatment: The role of a hematologist in managing anemia conditions
- Enhancing the framework or setup for efficient operation and growth
- Hydroelectric Power Generation Industry Forecasted to Expand to USD 413.3 Billion by 2034, Projected Growth Rate of 5.8% Compound Annual Growth Rate (CAGR)
