[June 23, 2011] Ford stumbles, Toyota recovers in annual quality study [Detroit Free Press] Tweet (Detroit Free Press (MI) Via Acquire Media NewsEdge) June 23--Toyota recovered and Ford stumbled in J.D. Power's 2011 initial quality study, which found consumers increasingly critical of complex technology designed to increase smartphone use in vehicles. The National Highway Transportation Safety Administration also has been highly critical of the growing number of features in these in-car technology systems, which it has said are highly distracting to drivers. Despite the growing amount of technology in cars, the industry improved overall, to an average of 107 problems per 100 vehicles. That translates into about one problem per vehicle. The industry averaged 109 problems per 100 vehicles in 2010 and 108 in 2009. The study evaluated 32 brands based on survey responses from more than 73,000 purchasers and lessees of new 2011 model-year vehicles after 90 days of ownership. Toyota's Lexus brand secured the No. 1 spot in the 2011 annual study, with 73 problems reported for every 100 vehicles, while the Toyota brand finished No. 7. Honda and its Acura luxury brand were No. 2 and No. 3, respectively. Like last year, only two Detroit brands finished above the industry's average. Last year, Ford and Lincoln were in the above-average tier. This year, however, it was Cadillac and GMC. Ford sank markedly in the survey overall. Last year, it was the top-performing non-luxury brand with 93 problems per 100 vehicles. This year, it finished 23rd with 116 problems per 100 vehicles -- below No. 14 Chevrolet and No. 16. Chrysler. While the Chrysler brand posted a 10% improvement in the study, the company's Dodge brand ranked last with 137 problems per 100 vehicles. In a notable finding, the initial quality of 2011 models that did not undergo major redesigns, improved to a best-ever 103 problems per vehicle. But the number of problems reported among all-new or significantly redesigned models jumped 10% from last year (to 122 problems per hundred from 111 last year). J.D. Power pointed to two causes for this trend. First, as automakers launch new engine and transmission software intended to improve fuel economy, some of these changes are leading to engine or transmission "hesitation" when accelerating or shifting gears. The second factor is the introduction of multimedia technology, such as hands-free and voice-activation systems that enable drivers to use cell phones, download applications from smartphones and control interior temperatures. A significant number of consumers told Power researchers that some of the systems are not intuitive or don't always function properly. J.D. Power found 18% more complaints about audio, entertainment or navigation systems in 2011 than in 2010 and 28% more than in 2009. "Consumers are interested in having new technology in their vehicles, but automaker must ensure that the technology is ready for prime time," said David Sargent, J.D. Power vice president of global vehicle research. "Successful companies will be those that can take this incredibly complex technology and make it reliable, seamless and easy for owners to operate while they are driving." In contrast to declining quality feedback on all-new models, the average quality of models that had no significant redesign from 2010 to 2011 improved to a best-ever 103 problems per hundred vehicles. Ford, which has been one of the industry leaders in offering more connectivity to drivers, is already refining its Sync hands-free feature and simplifying a more intricate option called MyFord Touch which debuted last year on the Edge and Lincoln MKX models. Nearly every automaker offers some type of hands-free access to cell phones, internet-based entertainment and social network messaging. Top performing cars and plants Several Detroit vehicles ranked in the top of J.D. Power and Associates' car segment rankings. GM swept the large crossover/SUV category with the Chevrolet Tahoe, GMC Yukon and Chevrolet Suburban. The Chrysler Town & Country and Dodge Grand Caravan were ranked as top minivans. The Ford Taurus was the top-ranked large car, and the Dodge Challenger and Chevrolet Camaro ranked as the top midsized sport cars. Other top Detroit performers include : the Cadillac Escalade, Lincoln Navigator, Ford F-150, Chevrolet Avalanche, Ram Dakota, Dodge Durango and Chevrolet HHR. For compact cars, an increasingly popular category of vehicle, the top-ranked models were the Honda Civic and Insight and the Toyota Prius. The top-ranked midsized cars were the Honda Accord, Subaru Legacy and Toyota Camry. Meanwhile, three assembly plants tied for Power's Platinum quality award for making vehicles that averaged only 24 problems per 100: Toyota's Cambridge South plant in Ontario that produces the Lexus RX, Toyota's Kyushu, Japan, plant that makes the Lexus ES, IS and RX, and Honda's Greensburg, Ind., factory that makes the Civic. No plants operated by Detroit automakers received a top award for initial quality. Contact Greg Gardner at 313-222-8762 or [email protected] ___ To see more of the Detroit Free Press, or to subscribe to the newspaper, go to http://www.freep.com Copyright (c) 2011, Detroit Free Press Distributed by McClatchy-Tribune Information Services. For more information about the content services offered by McClatchy-Tribune Information Services (MCT), visit www.mctinfoservices.com, e-mail [email protected], or call 866-280-5210 (outside the United States, call +1 312-222-4544) [ Back To TMCnet.com's Homepage ]