In the most recent edition of the J.D. Power U.S. OEM ICE App report, J.D. Power ranked General Motors mobile apps well above average, indicating that users have minimal troubles in connecting to their infotainment systems in their GM vehicles.
According to the 2023 J.D. Power U.S. OEM ICE App study, Buick, GMC, and Chevy were ranked fifth, sixth, and seventh, respectively, with scores of 753, 747, and 747 points, respectively, out of a possible 1,000 points. This places the myChevrolet, myGMC and myBuick apps between those of Kia and Honda, which posted scores of 763 and 736, respectively. Notably, the mass-market segment average stood at 725 points.
Meanwhile, the myCadillac app ranked slightly above-average among premium brands with a score of 739, which were led by Mercedes-Benz’s app at 800 points. The category average is set at 736 points.
“Smartphone apps remain a highly problematic vehicle feature, even as manufacturers continue to focus on resolving connectivity-related issues,” J.D. Power Global Automotive Consulting Senior Manager Jason Norton claimed in a prepared statement. “It’s clear that customers will have a better overall ownership experience if they have a better smartphone app experience.”
It’s worth noting that J.D. Power rates electric vehicles separately.
There were several notable findings in the report, including:
- Vehicle status desirability: Two of the top three most desired features among owners are related to overall vehicle status, which includes diagnostic data / vehicle health information and the ability to check the vehicle lock, door and window status.
- Speed of mobile app and executing vehicle commands: Among the key performance indicators (KPI), owners indicate that the speed of the vehicle app – specifically the execution of remote controls and vehicle status-related functions – is the most important. However, this KPI has the lowest level of owner satisfaction at 6.3 on a scale of 1 to 10.
- Dealership assistance remains vital for app usage: Owners who were provided dealership support are more likely to remain users of their brand’s mobile app, with nearly 87 percent of current mobile app users stating that they received dealership support regarding the app when picking up their new vehicle.
- Lacking mobile app capabilities: Among owners who are no longer using their brand’s mobile app, 35 percent said that the app lacked the desired feature capabilities.