Dodge led all Mass-market Brands in total quality, while three FCA US LLC vehicles won their respective segments in Strategic Vision’s 24th annual Total Quality Impact™ (TQI) report.
The Dodge Durango led the Mid-size SUV segment for the fifth time in six years, while the Jeep® Renegade and Ram 2500/3500 captured wins in the Entry SUV and Heavy-Duty Pickups segments, respectively.
“TQI shows how people feel about their vehicles in their own words, which reveal valuable recommendations for future products,” says Chris Chaney, Senior Vice President at Strategic Vision. “From how customers are advocating about their products, automotive manufacturers can know where the future of the U.S. market is going.”
TQI looks at quality as not only the driver’s rational evaluation of quality, but also looks at how perceived quality has influenced drivers on an emotional level.
Strategic Vision’s 24th annual Total Quality Impact (TQI) report is based on results from the New Vehicle Experience Study® (NVES) surveying over 44,000 July – December new vehicle buyers after the first 90 days of ownership. It incorporates the impact of problems with the vehicle as well as the drivers’ analytical and emotional evaluations of quality.
Strategic Vision is a research-based consultancy with over thirty-five years of experience in understanding the consumers’ and constituents’ decision-making systems for a variety of Fortune 100 clients, including most automotive manufacturers. Its unique expertise is in using ValueCentered® Psychology to identify consumers’ comprehensive, motivational hierarchies, which include the product attributes, personal benefits, value/emotions, and images that drive perceptions and behaviors. The newly enhanced Total Quality metric further incorporates the impact of problems with the vehicle as well as the drivers’ analytical and emotional evaluations of quality. These aspects are inseparably connected and crucial to measuring the impact of quality on the overall new vehicle experience.