The challenge of connectivity issues in mobile apps for internal combustion engine (ICE) vehicles continues to be a significant hurdle for manufacturers, as highlighted in the latest J.D. Power 2024 U.S. OEM ICE App Report. A notable 32% of owners reported experiencing app connectivity issues, a slight increase from the previous year. Additionally, 61% of respondents mentioned that the app’s connection to the vehicle is slow, occurring occasionally, frequently, or every time they use it.
One critical aspect of the user experience is app response times, with 73% of respondents indicating that 10 seconds is the maximum acceptable time to execute a function and receive confirmation. Despite these challenges, 77% of surveyed respondents still use their brand’s app at least occasionally, underscoring its continued importance in the ownership experience.
Violet Allmandinger, the mobile apps lead at J.D. Power, emphasized the need for manufacturers to address performance gaps and ensure competitiveness in the market. While automakers have made improvements in app features, response times, and connectivity, delivering reliable core features is essential to enhance customer satisfaction.
Key findings from the 2024 report include a high demand for security features, with 83% of respondents expressing a desire for apps to include vehicle camera viewing and security warnings. On the other hand, low interest was shown in in-app vehicle marketplaces, with 72% of respondents indicating they do not want this feature. Vehicle status updates also lag behind, with many apps failing to deliver timely updates for vehicle locks, windows, and doors despite 92% of owners expressing a desire for this functionality.
Furthermore, feature limitations and cost concerns were identified as drivers of disengagement, with 25% of owners discontinuing app usage due to a lack of desired capabilities. Pricing was highlighted as a key aspect for encouraging continued app usage across the industry. There is also a noticeable gap between the importance and satisfaction levels in app performance, indicating critical areas for improvement.
In terms of rankings, MyHyundai with Bluelink emerged as the top-rated ICE vehicle mobile app among mass market brands, followed by Kia Access and MyNISSAN. Among premium brands, Genesis Intelligent Assistant secured the highest ranking, with Mercedes-Benz and My BMW following closely behind.
The U.S. OEM ICE App Report evaluates ICE vehicle owners’ experience with their brand’s mobile app, drawing insights from surveys and assessments of the most relevant ICE vehicle mobile apps. The report is based on a standardized assessment approach encompassing more than 280 best practices for vehicle apps and over 150 mobile app functionality specific attributes.
Overall, the report sheds light on the importance of addressing connectivity issues and enhancing app features to meet customer expectations in the competitive automotive market.
