Multi Problems with Automotive Multi-Media

Ken Zino of AutoInformed.com on US Multi Media Quality and Satisfaction Survey

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The top 10 problems with automotive multimedia systems are design related. As a result, owner satisfaction with such systems is among the least satisfying aspects of the vehicle experience, according to the J.D. Power 2020 U.S. Multimedia Quality and Satisfaction Study.

“The majority of frequently occurring problems with multimedia and infotainment systems are design-related issues, many of which could be addressed through software updates to work out the bugs,” claimed Brent Gruber, senior director of global automotive quality at the J.D. Power consultancy.

While software updates can keep multimedia systems relevant and problem free, the study finds that over-the-air (OTA) updates – widely touted by automakers as a plus – can create more problems and be a big source of dissatisfaction.

Study data show that owner satisfaction drops by 173 index points (on a 1,000-point scale) when OTA problems are experienced.

“This is very concerning considering the rapid growth of remote update capabilities for multimedia and infotainment systems,” Gruber said. “In theory, the added convenience of fixing notable industry problems on the fly sounds great, but manufacturers need to ensure that the solution isn’t creating more headaches for owners in an area that is already highly problematic.”

Top Satisfaction Vehicles

  • Midsize/Large: Dodge Challenger
  • Midsize/Large Premium: BMW X6
  • Small/Compact: Nissan Sentra
  • Small/Compact Premium: Genesis G70

The 2020 U.S. Multimedia Quality and Satisfaction Study is based on responses from 87,282 purchasers and lessees of new 2020 model-year vehicles who were surveyed after 90 days of ownership. The study was fielded from February through May 2020.

About Ken Zino

Ken Zino is an auto industry veteran with global experience in print, broadcast and electronic media. He has auto testing, marketing, public relations and communications expertise garnered while working in Asia, Europe and the U.S.
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