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Vehicle Brand Loyalty Driven By Dependability, Quality


Even if the car is three years old, owners will still love them if they are dependable and well built according to the most recent J.D. Power U.S. Vehicle Dependability Study [1].

“Vehicle dependability continues to improve, but I wouldn’t say that everything is rosy,” said Dave Sargent, vice-president of Global Automotive at J.D. Power. “Vehicles are more reliable than ever, but automakers are wrestling with problems such as voice recognition, transmission shifts and battery failures. Flawless dependability is a determining factor in whether customers remain loyal to a brand, so manufacturers need to help customers who are currently experiencing vehicle problems and address these trouble spots on future models.”

The study measures the number of problems experienced per 100 vehicles (PP100) during the past 12 months by original owners of three-year-old model-year vehicles. The 2019 study measures problems in model year 2016 vehicles. A lower score reflects higher quality, and the study covers 177 specific problems grouped into eight major vehicle categories.

Highest-Ranked Brands

Lexus ranks highest in overall vehicle dependability among all brands, with a score of 106 PP100.

This is the eighth consecutive year Lexus ranks highest. Porsche and Toyota rank second in a tie with 108 PP100 each. Chevrolet and Buick round out the top five.

Chrysler is the most-improved brand, with a reduction of 65 PP100 since 2018.

Other brands with strong gains include MINI (improvement of 34 PP100) and Subaru (improvement of 31 PP100).

General Motors Company receives five segment awards for the Buick LaCrosse, Buick Verano, Chevrolet Equinox, Chevrolet Silverado HD and Chevrolet Sonic.

Toyota Motor Corporation receives four segment awards for the Lexus ES, Lexus GX, Toyota Camry and Toyota Tundra.

Following are additional key findings of the 2019 study:

J.D. Power analysis shows that vehicle residual values can be significantly affected by long-term quality.

“The used-vehicle market is where dealers can see increased profits this year,” said Jonathan Banks, vice-president of Vehicle Analysis and Analytics at J.D. Power. “Stocking dealership lots with vehicles having strong dependability scores will help support new-vehicle sales in the future, create a positive brand perception and drive foot traffic.”