After the excitement of a new car fades, most U.S. drivers remain satisfied with their vehicles, especially if they have Apple CarPlay.
According to J.D. Power’s 2024 APEAL study, overall consumer satisfaction has increased compared to last year. However, there are concerns about in-car infotainment systems, which many find unnecessarily complicated.
“Automakers keep adding features to their infotainment systems, but it seems to create unnecessary complexity,” said Frank Hanley, senior director at J.D. Power. “Owners struggle with basic tasks, raising the question of whether automakers truly understand what customers want and need.”
Satisfaction with in-car infotainment systems scored 805 out of 1,000, below the overall average of 847. However, customers were happier with vehicles equipped with Android Auto, which scored 832, and even more satisfied with Apple CarPlay, which scored 840. J.D. Power concludes that this indicates customers prefer the simple usability of their phones integrated into their vehicles, and Apple slightly outperforms Google in delivering this ease of use.
Apple is gradually introducing its next-gen CarPlay system, which controls everything from the speedometer to the air conditioning and seats. Currently, it’s supported only by Aston Martin and Porsche, and no car models have been released yet.
About the J.D. Power 2024 APEAL
The J.D. Power 2024 APEAL (Automotive Performance, Execution, and Layout) Study measures owners’ emotional attachment and level of excitement with their new vehicle across 10 different factors. These factors include the vehicle’s exterior, interior, infotainment system, seats, powertrain, driving dynamics, and overall comfort, among others.
The APEAL study is designed to capture how gratifying a new vehicle is to own and drive, focusing on the customer’s feelings about their vehicle’s design, performance, and features.
The study is significant because it highlights what aspects of the car-buying experience resonate most with consumers and how well manufacturers are meeting their expectations. It also provides valuable insights for automakers looking to improve their products and better align them with customer desires.
