Electric vehicle startups struggle to deliver features of Tesla, mass-market brands in vehicle smartphone apps, JD Power says

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TROY, Mich.–(BUSINESS WIRE)–Automaker’s mobile app usage remains high, according to JD Power OEM EV app benchmark study,SM published today. Even though app usage by gas-powered vehicle owners has increased over the past few years, electric vehicle (EV) owners are still more likely to use their app on a more regular basis, especially for needs such as checking range information or displaying active charge status. . More than 50% of electric vehicle owners use their brand’s app at least half the time they drive, indicating the importance and reliability of an app.

JD Power is strengthening its presence in the area of ​​customer satisfaction with automotive mobile applications as the industry faces ongoing challenges in delivering a compelling customer experience. Recognizing the increase in electric vehicle sales and model offerings, the study assesses the all-important user experience with a brand’s smartphone app.

“For the most part, owners are still very dissatisfied with the functionality and speed of EV applications that are on the market,” said Jason Norton, Senior Director of Global Automotive Consulting at JD Power. “Manufacturers need to focus more on these critical areas, creating a user experience that aligns with other frequently used consumer apps. For example, banking customers probably wouldn’t wait 60 seconds to see their account on their bank’s app, so why would EV owners wait so long to confirm that their vehicle doors are locked?”

Here are the main findings of the 2022 study:

  • It’s about charging: Nearly three-quarters (70%) of electric vehicle owners say they use their app at least every other trip to monitor the charging process and view their available range. While owners primarily charge their vehicle at home, 85% say they still want to be able to find charging stations in case they need them while on the road.
  • Desirability of features is high and owners want more: Of the 20 most common app features, 15 features were cited as desirable by 70% of EV owners. Surprisingly, however, only eight features are widely available. There are also new advanced features, such as phone as a key, which more owners want to add to an app, but which are only offered by a few manufacturers.
  • Need dealer help: Similar to the introduction of Bluetooth in vehicles several years ago, the functionality of an EV app must be explained to owners by dealership personnel. Nearly a third (32%) of owners say they’ve never used their EV app because they don’t know how.
  • Owners don’t want to pay: The main reason owners stop using their EV app is because the free trial expires. Owners still say they are unwilling to pay for a manufacturer’s EV app, especially for brands that previously offered a free app but now want to charge for it.

According to expert benchmarking conducted by JD Power, the most successful EV applications are the Ford Pass, You’re here, MyHyundai, Kia Access and Genesis smart assistant.

While Tesla, the leader in EV sales volume, is doing very well with its mobile app and continues to add content, some recent EV start-ups (e.g. Lucid, Rivian) are not up to speed. the height of charging functionality, app speed, and general content. offered in their application.

“New EV start-ups need to better understand consumer expectations, ensuring their mobile apps meet the standards of established EV manufacturers like Tesla and other brands that have already worked hard on their digital offerings. “, said Fabian Chowanetz, Director of Automotive Consulting at JD Power Europe. “Many of these new players in the electric vehicle market do not provide the necessary application content that owners are looking for. For example, owners want the ability to find charging stations, configure the charging process and information on electric driving or advanced technologies.

The OEM EV App Benchmark Study assesses EV owners’ experience with their brand’s mobile app. The information comes from a survey of electric vehicle owners and a benchmarking by experts of the most relevant electric vehicle mobile apps. The results are based on a standardized assessment approach based on more than 300 best practices for vehicle applications that include more than 60 attributes specific to electric vehicles.

The expert benchmarking includes apps from the top 20 brands selling electric vehicles in the US and Europe. This year, 15 models were evaluated in the United States and 6 in Europe. Over 1,000 electric vehicle owners in the United States were surveyed in March 2022.

For more information on the EV Mobile App Study, visit https://www.jdpower.com/business/automotive/jd-power-us-oem-ev-app-benchmark-study .

See the press release online at http://www.jdpower.com/pr-id/2022049.

About JD Power

J.D. Power is a global leader in consumer insights, advisory services, data and analytics. A pioneer in using big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been providing incisive industry insights into customer interactions with brands and brands for more than 50 years. products. The world’s leading companies in key industries trust JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia-Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto buy tool is available at JDPower.com.

About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

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