As vehicles become more digital, drivers are increasingly being offered apps that help connect their cars to their phones. However, in vehicles with internal combustion engines, new research suggests that the basic usability of these functions is disappointing customers.
In fact, 29 percent of internal combustion vehicles owners who use their app say that they have experienced connectivity issues. Of those, roughly two thirds (64 percent) say that the problem related to how slow the program was.
“Smartphone apps remain a highly problematic vehicle feature, even as manufacturers continue to focus on resolving connectivity-related issues,” said Jason Norton, senior manager of global automotive consulting at J.D. Power. “It’s clear that customers will have a better overall ownership experience if they have a better smartphone app experience.”
Read: Mobile Apps For EVs Are Pretty, But Struggle To Impress Users Where It Matters Most
App speed is the key performance indicator with the lowest level of satisfaction, according to J.D. Power’s 2023 U.S. OEM ICE App Report. t. Specifically, users are frustrated by the time it takes for their app to execute remote controls on their vehicles, such as locking the door. This aspect scores a 6.3 out of 10 on the satisfaction index.
While that’s the feature owners complain about the most, it’s not the one that’s the most important to them. That honor goes vehicle status information. What drivers want the most out of their smartphone app is to find information about vehicle health (stuff like tire pressure) and vehicle status (whether the doors are locked, if the windows are down, etc.).
However, owners continue to use their apps, and long-term utilization seems to be correlated whether or not a customer received help from a dealer. J.D. Power found that 87 percent of mobile app users received support from the dealership when they bought their vehicle. On the other hand, 35 percent of people who don’t use their app anymore, say that it’s because it lacks the desired features.
When it comes to satisfying customers, MyHyundai with Bluelink is the top-rated app in the industry, with 803 out of a possible 1,000 points. It is followed by Mercedes’ me connect app, which scored 800, making it the top ranking option among premium manufacturers.
On the other end of the spectrum, Chrysler’s app was the worst-rated of the mass market brands, with a score of 656 points, well below the segment average of 725. Interestingly, the premium segment doesn’t appear to have much of an advantage in the tech world, as the segment average was only 11 points higher (736), and the worst rated manufacturer app in the industry belongs to Audi, which scored a paltry 620 points out of a thousand.
