agent Entrepreneur logo
MenuMENU
SearchSEARCH

Quality Slips for All-New Models

June 25, 2011
3 min to read


Although the perceived quality of all new vehicles continued to improve in the latest Initial Quality Survey by J. D. Power & Associates, the results were not so bright for models that had been significantly redesigned or were new from the wheels up.


The quality of these all-new or extensively revamped cars declined by 10 percent in the 2011 Initial Quality Survey, to 122 problems per 100 vehicles from 111 a year earlier, reported The New York Times.

Ad Loading...


In contrast, carryover models that underwent few changes had only 103 problems per 100 vehicles — “better quality than ever before,” J. D. Power said.


Over all, the survey found an average of two fewer problems for 2011 new cars and trucks.


The survey measures issues that arise in the first 90 days of ownership. This year, the study included responses from more than 73,000 owners and lessees of new 2011 model vehicles.


While it is no surprise that all-new cars tend to have more problems than carryovers, that gap has been narrowing: in last year’s study, new models had only three more problems than carryovers per 100 vehicles.


The most notable issues this year were in categories labeled engine/transmission and audio/entertainment/navigation. Overall problem rates for multimedia technology rose 18 percent from 2010 and 28 percent from 2009.

Ad Loading...


These were the issues that sent Ford plunging in the rankings, to 23rd place this year from fifth place in 2010. Ford’s Lincoln brand also stumbled, to 17th place from eighth.


J. D. Power said those drops were mostly because of consumer complaints about the MyFord and MyLincoln Touch computer interfaces, through which drivers operate the audio system, navigation unit and climate controls by using a touch screen, a dashboard display and voice commands.


Owners said the system was not as intuitive as they would have liked, and they complained about the hands-free voice-activated controls.


Until recently, when Ford moved to take a lead in telematics technology, the company “had a really good quality story going,” said David Sargent, vice president for global vehicle research at J. D. Power.


The survey also measures manufacturing defects and malfunctions, and Ford “continues to perform pretty well” in those categories, Mr. Sargent said.

Ad Loading...


“What we are witnessing here essentially has nothing to do with manufacturing,” he added.


The survey asks owners if they had any of 228 possible problems in a range of categories.


Automakers are graded on the number of problems per 100 vehicles — the lower the number, the higher the initial quality score.


Lexus returned to first place this year, followed by Honda, Acura and Mercedes-Benz, with Mazda and Porsche tied for fifth. Porsche had been No. 1 in 2010.


Toyota made a big rebound to seventh place after having dropped 15 spots last year following widely publicized recalls.

Ad Loading...


And Mazda showed significant improvement. Mr. Sargent noted a reduction in problems with the Mazda 3 compact car, which accounts for more than half of the company’s sales.


Nissan dropped 12 places to 24th, but Mr. Sargent said that was primarily because the brand’s sales mix had changed. “They sold more of their lower-performing models and relatively fewer of their better-performing ones, such as the Altima and Maxima,” he wrote in an e-mail.


Land Rover, a perennial bottom-dweller in quality surveys, was the most improved brand, though it rose to only 26th place on the list of 32 automakers.


The Range Rover Sport was also the most improved model, with 80 fewer problems per 100 vehicles.


The 2011 survey also found, aside from problems with computer controls, a new set of complaints about engines being slow to respond or about transmissions hesitating or hunting for the right gears.

Ad Loading...


Mr. Sargent said this was because, as manufacturers downsized engines while making cars heavier, they had trouble calibrating powertrain software that struck an optimum balance between smooth power delivery and maximum fuel economy.


He said, “This is a new issue, more of a design or software issue, not around the reliability of the engine.”

More Industry

Photo of MINI nameplate on the hood of a white MINI Cooper
Industryby Hannah MitchellJuly 23, 2026

Autos More Appealing

Consumers gave new cars better scores again this year for design, performance and more as mass-market brands kept gaining on premium lineups, JD Power found in an annual poll.

Read More →
red car parked in front of a sunset, The Used Market Divide, Agent Entrepreneur
Industryby Lauren LawrenceJuly 23, 2026

Used EVs Defy Overall Market

While the used-car market saw three months of price declines or stagnation, the used EV segment did the opposite – rising for three straight months.

Read More →
Photo of a retriever dog looking out of an open SUV window with a yellow Peugeot headrest on the top of the window below it
Industryby Hannah MitchellJuly 16, 2026

Gone to the Dogs

A Stellantis brand decided to have some fun with one of its SUVs’ design to address growing emphasis on family pets.

Read More →
Ad Loading...
Aerial shot of a car dealership
Industryby Hannah MitchellJuly 13, 2026

OEM Poll Sees Industry Evolution

Kerrigan Advisors’ survey of automakers finds that tariffs, technology, network tightening and other factors are poised to reshape auto retail.

Read More →
Foreign Cars Italia dealership store in front of sunset
Industryby Hannah MitchellJuly 2, 2026

Luxe N.C. Dealerships Change Hands

A collection of Italian and English brand franchises were handed off to the owner’s friend in the business and include the Carolinas’ only Ferrari retail stores.

Read More →
inside of car, person with hands on black steering wheel
Industryby Lauren LawrenceJuly 2, 2026

Exposure Drives Interest in Chinese Cars

At a recent demonstration, consumers had the chance to ride in a Chinese-branded vehicle, a firsthand experience that improved their perceptions and purchase intent.

Read More →
Ad Loading...
Woman's hands holding an wallet empty of cash
Industryby Hannah MitchellJuly 1, 2026

Automotive Consumers Sink Further in Debt

Most financing metrics hit records in the second quarter as more buyers locked themselves into long terms and high monthly payments.

Read More →
Rob Mancuso sitting in a chair on stage
Industryby Hannah MitchellJuly 1, 2026

Agent Advocate

Rob Mancuso, who comes from a long line of auto dealers, values general agents’ place in the industry and makes a case for them taking an even bigger seat at the table.

Read More →
Photo of a touchscreen on a car's dashboard
Industryby Hannah MitchellJune 25, 2026

Driving Under Distraction

Though consumers gave higher marks to new vehicles in JD Power’s most recent initial-quality poll, high-tech interference worsened, pointing to craving for simplicity.

Read More →
Ad Loading...
split background green and blue. 2019 to 2025 with car going from starting location to end point. $37,310 and $48,402. Agent Entrepreneur logo
Industryby Lauren LawrenceJune 25, 2026

Affordable New Cars a Thing of the Past

More than one out of five new vehicles sell for more than $60,000, according to Edmunds. That's up 7% compared to prepandemic 2019.

Read More →
Ad Loading...