Connectivity-Related Issues Increasingly Cited by Two-Wheeler Owners in India, J.D. Power Finds

DELHI: 28 Feb. 2024 — Two-wheeler owners in India have started citing a higher number of problems related to connectivity features in their new vehicles, according to the J.D. Power 2024 India Two-Wheeler Initial Quality Study ^SM (2WIQS), released today. At an industry level, connectivity-related problems account for 15% of all problems cited by owners of new two-wheelers.

Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) in the first six months of ownership, with a lower score reflecting higher quality. The study finds that connectivity-related problems are overwhelmingly higher for electric scooters (E-scooters), with this category accounting for 64% of the total problems. Issues related to erroneous functioning of the critical alerts on an E-scooter’s mobile application is the most often-cited problem, with 17 PP100.

Among the ICE models that come in with connectivity features, intermittent disconnection of Bluetooth stands out among the top 10 problems.

“Similar to four-wheelers, connectivity and vehicle app functionality are still important asks from two-wheeler owners,” Sandeep Pande, lead of the automotive practice India at NielsenIQ. “It would perhaps be prudent for manufacturers to pay more attention to the user experience of these features and services for an overall satisfying vehicle ownership experience.”

Following are additional key findings of the 2024 study:

• Overall quality improves: Owners of new two-wheeler owners continue to remain satisfied with the initial quality of their vehicles. Overall initial quality for the industry improves to 93 PP100 in 2024 from 99 PP100 in 2023. Nearly half (44%) of customers say the problems experienced during their initial ownership are less than what they expected.
• First new two-wheeler owners difficult to satisfy: The study finds that first-time owners cite a higher problem incidence (94 PP100) than repeat owners (78 PP100). In addition, the percentage of first-time two-wheeler owners declines in 2024 to 77% from 88% in 2023.

Highest-Ranking Models

• Honda Dio ranks highest in the scooter economy segment with 50 PP100
• TVS Jupiter 125 ranks highest in the scooter executive segment with 59 PP100
• TVS Radeon ranks highest in the motorcycle economy segment with 82 PP100
• Honda Shine 125 ranks highest in the motorcycle executive segment with 74 PP100
• TVS Apache RTR 160 2V ranks highest in the motorcycle premium segment with 73 PP100

The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering seven problem categories for gas-powered models: fit and finish; engine; transmission; brakes; ride and handling; lights and electricals; and gauges and controls. For electric two-wheelers, an additional category of connectivity is included.

The 2024 India Two-Wheeler Initial Quality Study (2WIQS) is based on responses from 7,012 new two-wheeler owners, including both gas-powered and electric scooters, who purchased their vehicle from March through November 2023. The study was fielded from August through December 2023. NielsenIQ conducted face-to-face surveys in 40 major cities in India, asking more than 200 questions of two-wheeler owners about their product experience in their initial months post purchase. After conducting the surveys, the responses were cleaned for data quality and calculated. Brands included in the study are ranked according to aggregate score of problems per 100 vehicles, with a lower score indicating better quality.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies. J.D. Power has offices in North America, Europe and Asia Pacific.

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts
Kaustav Roy, NielsenIQ; kaustav.roy@nielseniq.com;
Sandeep Pande, NielsenIQ: Sandeep.pande@nielseniq.com
Geno Effler, J.D. Power; USA; +1-714-621-6224; media.relations@jdpa.com

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