J.D. Power’s New IQS: The Rest of the Story
By Jamie Hresko
GM North America Vice President of Quality
GM once again got a strong vote of confidence from consumers polled by J.D. Power and Associates, though you wouldn’t know it if you only read Power’s news release today: “Lexus and Toyota models continue to dominate” the press release says, citing their awards in 11 of 19 segment categories.
Well, guess what? GM also earned recognition for 11 vehicles that placed in the top three of their segments. That is second only to Toyota. Two vehicles, the Chevrolet Silverado and the Pontiac Grand Prix, took top honors in their segments. GM’s turnaround is real, and responses from the 63,607 consumers of 2006 cars and trucks polled by J.D. Power prove it.
Let’s take a look at the actual numbers.
Cadillac and GMC were ranked among the top 10 brands. In fact, GMC was singled out by J.D. Power as one of the brands with fewest design problems.
These 11 vehicles placed in the top three in their segments:
- Buick Rainier
- Chevrolet Corvette (also one of the top 10 models across the industry)
- Chevrolet Monte Carlo
- Chevrolet Tahoe
- Chevrolet Silverado Light Duty (top award)
- Chevrolet Silverado HD
- GMC Sierra HD
- GMC Savana
- GMC Yukon
- Hummer H2
- Pontiac Grand Prix (top award)
Our trucks handily won the large pickup category, sweeping first, second and third places: Chevy Silverados, both the light duty and heavy duty versions, and the GMC Sierra HD cleaned up that segment.
And plant quality? Are the Japanese “transplant” factories in North and South America really better than ours?
For the fifth year in a row, GM earned Power’s top honor, the Gold Award, for the plant in North and South America that builds vehicles with the fewest defects. Moreover, of the top 15 plants, seven were GM plants – proof that our Global Manufacturing System continues to pay dividends in establishing GM leadership in plant quality.
This year’s Gold Award went to the Oshawa 2 plant in Canada, which builds the Buick LaCrosse and Pontiac Grand Prix. It won that Quality Award for the second year in a row.
J.D. Power heard the same things our customers are telling us: GM’s quality is good. In fact, 4.5 million customers show their confidence in our cars and trucks every year when they buy them. And compared to four years ago, 40% fewer of those vehicles are returned for service. But don’t think we’re satisfied. We’re committed to becoming the industry leader in every segment.
Sometimes you have to look beyond the headline, or even the news release, for the full story.
41 Comments
Leave a Reply
(If you haven't left a comment here before, you may need to be approved by the site owner before your comment will appear. Until then, it won't appear on the entry. Thanks for waiting.)
when the Malibu gets number one in its category than let us know.
Your cars are way behind in styling, reliability (or perception of), powertrains, etc.
And for God sakes, please stop putting the parking brake on the floor. Are your designers 80 year old geezers?
2006 vehicles being tested does not tell how the vehicle will do in the long run. A first model year survey does not prove much.
As far as plant quality, that can be measured because it is a period of time that the factory and workers have been honed.
Great news! Keep moving forward. Glad to see that the hard work and attention to improving quality is showing up in independent studies. Give credit to all at GM, but especially Bob Lutz!
That’s the second time this week you all have shot the messenger.
How about just making some vehicles that are the benchmarks for their respective classes?
Quality beats spin every time, just ask the folks at Honda and Toyota.
What GM is not getting is the free press when the news is positive. But customers and potential customers need to know that GM light trucks shine in quality. That means spending some effort and dollars to draw attention to the news. Consider some cross promotion that GM cars share the same high quality DNA as evidenced by the Corvette and G6. GM has to attack the lag in the markets’ quality perception and reality head-on.
It’s really too bad how the media continually bashes GM and treats the foreign manufacturers as if they’re God. GM will continue to suffer from “perception” problems with consumers as long as the media continues to perpetuate the idea that foreign is better. Maybe media image should be a higher priority for GM? After all, people tend to believe what they read/hear, and if all they ever read/hear is that GM is bad…well, I’m sure you know what I mean.
Jamie,
I don’t mean to beat a dead horse here, but so what???? These awards do prove that your cars are built much better and last much longer than they used to. However, you’ve been sharing positive results like this for the last several years. These results are only relevent if they translate into market share via sales. Unfortunately for you, and GM as a whole, they aren’t. Instead you are continuing to lose market share and nobody there seems to really be grasping why. Your styling and marketing departments are terrible overall. You use incredibly cheap and inappropriate materials on your interiors. The performance of most of your mainstream models (read Impala, Malibu, Cobalt) are below average and nowhere near the best in class that GM claims it wants.
The lesson is simple and it’s ringing loud and clear: quality is important, but not at the expense of style and marketing. Take a look at the turnaround of the Chrysler division. In the 1980s, you, they, and Ford all had the same issues. Since then, you’ve continued to trend downhill while Chrysler has rebounded. They have used innovative designs and trends in pop culture to hit homeruns on cars like the original cab forward Concordes and LHSes, the Neon, the Ram pickup, the Viper, the PT Cruiser, the Sebring convertible, the 300, the Magnum, the Charger, and so on. Not to mention that they have consistently ruled the minivan segment. They create buzz on the show-car circuit and have become famous for carrying that buzz over into production automobiles within 18 – 24 months that are incredibly faithful to those concepts. Couple that with a marketing department that has done an outstanding job and all of a sudden you have a formula which gets results where it matters: the bottom line. Incidentally, they didn’t sit idly by on the Operations side either. They continued to make improvements in quality and cost structure. The difference is that they’ve focused on the car buyers and GM has focused on the Quality awards. The results speak for themselves.
Nathan Lawless
Indianapolis, IN
OK, that’s *eight* awards for trucks, and of the remaining three one went to a small-volume sports car designed and developed by a relatively independent team of enthusiasts. The overwhelming notion I get from these JD Power survey results, is that GM is still far from having reahed world-class standards in *car* pdesign, engineering and production. Nothing new, then…
I think, you should tell more about the achievements of GM at the J.D. Power IQS (and other surveys) in public, maybe at your commercials or by searching for other channels. Today I was reading the latest news at “The Autochannel” and there was not a single word about the positive results of GM-vehicles, only Toyota/Lexus was mentioned. To be honest, that wasn’t any surprise to me. That’s no wonder, a lot of people still believe, only Toyota is the right thing, if mass-media do some sort of promotion that way. The improved quality of GM-vehicles urgently needs a much better awareness in public. That’s the same way Opel still has to go over here in Europe, although I believe, its reputation already has improved to a certain degree.
OK, good job on quality. Now get busy with design. Supposedly this is coming. I can’t wait to see it.
Finally, get busy with architecture. No more FWD “performance” cars like the Grand Prix GXP and Impala SS. Where are the affordable V8 RWD sedans (300C & Charger competitor)??
Ain’t no one arguing GM can build a mean pickup or SUV. Although I would argue you’re going to have to decrease your cycle times now that Toyota, Honda and Nissan are in the full size segment cause they aren’t going to wait eight years between major revisions.
Can someone please tell Rick Wagoner to quite whining about the Yen? He needs to focus on what he can fix. His job is CEO of GM. If he thinks there isn’t enough to focus on at GM, as a shareholder, I would like him to find new employment.
I expect honest, forthright comments to be posted.
This is good news, but lets not get over-excited about it.
The survey is dominated by GMT800-derived trucks/SUVs. 6 of the 11 “top 3 in their segment” vehicles are big trucks and SUVs off of the large GM truck platform.
2 other winners are off of the perennial W-body platform (Grand Prix, Monte Carlo)which has also been around for many, many years, but is rumored to be on its way out.
The real test of GM’s “turnaround” will be whether or not they can earn the same sort of quality accolades for their much newer platforms: Delta, Epsilon, Kappa, etc.
Its either that, or further sink into the role of “Truck & SUV Company”.
Quit whining about the media it was the customers who completed these surveys not the media
I love to hear it when GM is #1!
But let’s get realistic…top three (although very good) doesn’t cut the mustard with the car buying public. You have got to be #1 in all categories. You have got to be Best in Class always. Winners don’t finish second.
GM pickups (Chev & GMC) are definitely Best in Class, No question about that. GMC should only offer MD and HD trucks. Let Chevy be the sole provider of light duty trucks.
Pontiac Grand Prix…Best in Class??? Now that is a pleasant surprise! What did you do right? Whatever it was, do it for Impala too. Capiche?
CHEVROLET should manufacture only FWD mass market cars, but all should be Best in Class. Cobalt is close and just needs a little more refining. Malibu needs a major overhaul. Impala and Monte Carlo have got to track after Pontiac Grand Prix. Uplander needs a more aggressive styling, like a wedge shape or something along that line. Corvette and Camaro should unquestionably remain RWD halo cars for Chevy.
Chevrolet trucks just need refining to the point of excellence to grasp all categories here. Please add the Opel Vivaro and Movano to the Chevy line to compete with Dodge Sprinter.
PONTIAC should go completely RWD to target the likes of BMW. Build on the success of Solstice. Please do the GTO right this time though. It would be nice to incorporate a LeMans version like in the past. RWD cars are in high demand now. Check out Chrysler/Dodge, BMW, Mercedes, etc.
BUICK design has improved immensely with the Lutz once over. But Buick needs to go AWD to distinguish itself from Pontiac and Chevy. Buick is almost but not quite there yet. Nobody likes the new Lucerne/Lacrosse monikers.
SATURN should continue adopting Opel Euro-styling, but separate itself from Chevrolet by offering hybrids and biodiesels. This ought to give Prius a run for the money and make Saturn the leader of the pack.
CADILLAC should offer only RWD luxury cars and trucks. Why weren’t there any Caddies in the top three? P.S. Can the alphabet soup…That ain’t Cadillac style. Bring back the old easily recognizable model nameplates.
HUMMER should keep humming along just as it is. How about a Hummer Pick-up guys!?
SAAB should definitely pursue its aviation heritage. Keep this puppy totally unique from the rest of the line-up. Please drop the FWD BLS. Love the styling, but FWD does not a Cadillac make.
Good showing on this years survey, it’s important to include data like this is your advertising and promotions.
Now for where GM can improve:
Since the Oshawa 2 plant has the best initial quality of any NA plant, it is time to make a commitment to them and take them off the plant closing list! Not good for employee morale.
Take note of the high rating of the Pontiac Grand Prix, there is great value is this Pontiac icon, built since 1962. Hopefully, this will end any silly thoughts of renaming it the G8. Remember to be customer focused. Pontiac buyers want real model names, not alphanumeric soup.
I think someone in GM underestimated the value of the Century and LeSabre to Buick. An all new model generally will not get as good of quality ratings as an existing model. Buick’s 2006 numbers prove this. How valuable are those brand names-look at Mr Mannix’s post in “Everybody’s Got an Opinion.”
Bottom line is that your marketing people should be calling the shots on model naming decisons and not someone higher up.
>>
Exactly. Toyota quality could be getting worse.
Congratulations on the quality recognition.
That having been said, JD Powers survey results are (like any survey) not neccessarily what one might think. I notice Hundai was given a very high quality ranking, even better than the poster child of quality, Toyota. Now I wonder if the buyers of a car known more for “cheap” than “good”, might be more surprised by quality, and then mention it on a survey. As opposed to a Toyota buyer seeing quality, but not commenting because it is “expected”.
And the reverse issue: I recall when the big hummer got very poor “quality” marks due to a large amount of “problem” complaints. But when you checked on what the complaints were, the majority of them were for “bad gas mileage”.
I know,that’s not real bright – people were buying a huge truck, and complaining it didn’t get good mileage!
I agree with some of what everbody else has said. You cannot surive in this new world of auto manufacturers when your focus has been on vehicles that may make you money, but most of the customers can care less about. GM’s obsession with trucks is a thing out of a old Edward Deming Quality show. Enough trucks already. Can your company build a car that peolpe WANT and can drive relatively trouble free for three years? Can they update the design every three years to get that original customer to trade it in for the new design> Will somebopy in the used car market WANT to buy a used Chevy because they know its a good deal? When the answer to those questions is yes, your company will thrive.
I like the Malibu, but it isn’t a home run, I like the Impala, but it isnt a home run. I love the Aura and the new Astra. I hppe you can bring them over with the choice of engines offered in Europe. That will be a grand Slam.
Its time to “Oldsmobile” the brand that should have gone three years ago, Pontiac. Buick should be next to go.
Build cars and your company will be fine, I hope so, I really have faith that you are moving in the right direction, but sometimes, I am amazed at what appears at the lots.
Let GM build trucks and Chevy, Saturn, Saab and Cadillac build cars.
Adding “design quality” (whatever that means) to the IQS this year makes it unclear what these scores represent. Problems that can be fixed, or not? Problems that will require an inconvenient trip to the shop, or not?
They should issue two separate stats. When the general public sees the new IQS in ads, 99% will misinterpret it, often as a pure measure of reliability.
My own research at http://www.truedelta.com keeps it simple: how often does a car require a trip to the shop for a repair.
To be truthful, I don’t take a lot of stock in those rankings. It appears that almost all the vehicles that are in the top 3 of every category are at least in there third year of production little or new changes.
I was disappointed with Buick, Hummer, and Saab (actually I just picked up a 97 900), those are luxury brands that should at least be above average. Also, I am disapointed with the Epsilon Cars, they should all have their manufacturing process down, hence none are a top 3.
But all you can do is continue to try to improve.
Congratulations on the survey results.Also on receiving top awards for best interior designs by Wards Auto Interior Awards ceremony in Detroit and on Best concept vehicle (Camaro). But no one will hear about it other then through trade publications. GM needs to leverage this info in it’s marketing and advertising. Instead of flashy commericals with catchy tunes,(same company,new tune)or some guy painted blue sliding down a bobsled run.These are more music video than car commercials. GM needs to take a page from Lexus,Acura, Infiniti and their parent brands that highlight the vehicles attributes that reinforce the idea that their cars are superior in design and execution. GM has the design and engineering talent to produce world class vehicles.But GM falls short by using components sourced from the lowest bidders and has the reputaion that goes along with it I.E. cheap parts equals cheap/poor vehicles. Also GM needs to dispell the myth that there is little or no quality control at the assembly phase. GM needs to get the info on top plant quality out to the public,dont rely on other media outlets to do it for you.These kind of awards needs to be front and center of every advert campaign. P.S. I am saving my money for the new Saturn/Opel Astra with the OPC package.Please bring that outstanding platform over here.
Jamie,
First of all, I agree that Toyota received overly generous press coverage re: JD Power’s latest press release.
Secondly, Eric van Spelde has a good point, I won’t repeat it.
Thirdly, don’t get frustrated. Manufacturing needs to keep their heads down and keep quality up. This needs to be done for about five more years, at least, for you to start gaining respect by all the magazines and the public. Remember: Toyota built products superior to GM’s in the late 80s and 90s. Only now – after a decade has passed – has Toyota’s market share become representative of their quality and value. In short, it takes time to build a reputation. GM’s reputation will take a while to re-build. Remember that you were selling the Chevy Cavalier less than 3 years ago.
Fourthly, as everyone at GM and this forum knows, quality is necessary, but not sufficient. Stylish and emotive marketing is also necessary…ditto for the cars themselves.
Congratulations. Keep up the good work. Next year see if you can put a few cars, other than the Corvette, on Car & Driver’s best list.
It’s a damn nice blog. Is it really written by Bob Lutz?
I certainly hope GM takes being ranked behind Hyundai to be a major embarrassment.
It is.
It’s not news that GM makes reliable trucks and SUVs.
Unfortunately, those aren’t the type of vehicles people are looking for, especially in the days of $3/gallon gas, no matter what gas rebates you’re offering.
I don’t claim to know what people in general want to buy. All I know is what I want to buy. And I do not see any GM vehicles that fit my needs and wants. I see several from other manufacturers.
Dear SteveG.
I’ve been subjected to a number of these surveys, they are about as valid as a Consumers Reports review. Just in case you didn’t know, that makes them worthless.
BTW, the new Avalon was ranked behind Hyundai too even with their image.
To Scott (June 8, 2006 11:10 AM):
Of course the customers are responsible for the results of these surveys. So far I agree. But the media can put influence on public opinion by THE WAY they present certain news. That’s what I dislike about media. Another example: At German car-magazines there’s praise and glory about Volkswagen all day long. But when it comes to quality-surveys, Volkswagen performs just mediocre or even poor. How does this fit together? That’s the other way, in my opinion, some journalists obviously try to shape the awareness of a certain brand in public.
When I bought my G6 GTP Coupe at the end of December, I got a JD Powers survey, and sent back a very positive reponse on my new car. Now, only 6 months and 5000 miles later, the sunroof rattles, and there are many annoying “plastic squeaks” from the interior panels. I had a new 2003 Grand Am GT prior to this car, and when I took it to the dealer, they told me “cars rattle” ! I gave GM a second chance, as the Grand Am was an older design, and the G6 coupe was all-new I thought the quality would improve. I was wrong. If I filled out that JD Powers survey now, my response would be very different.
http://msnbc.msn.com/id/12804535/
In reference to several posts that have mentioned how important image is (including my post), read this article from MSNBC. There is no doubt that the war is on, and it makes several good points about the battle for market share not just nationally, but globally. It also talks about the poor advertising and incentive campaigns that have weakened brand identity at GM and Ford. I found it not only interesting, but supportive of the general comments of everyone who has posted on this blog.
Nathan Lawless
Indianapolis, IN
That’s the thing with initial quality. If the rattles and squeaks come later, its no longer “initial”, its “long term”.
Thankfully my GM car was rattle free for over 5 years. But I have heard of people buying new G6’s, Uplanders and Grand Prixs and encountering squeaks and rattles much sooner than their friends with the 3-4 year old Honda Accords and Odysseys.
I’d think GM would have had the squeaks and rattles fixed in their new cars, and it saddens me to hear that this is still a problem. The parts should be designed so they don’t squeak and rattle, and integrate foam where plastic touches sheetmetal if necessary. What’s so hard to understand about that?
Squeaks and rattles, while not indicative of major mechanical problems, give a poor overall sense of quality, and make it difficult to be proud to invite your friends for a ride. “Here’s my GM car, just ignore all of the squeaks”.
On the other hand, GM’s Tahoe and Suburban, despite being trucks, actually are very quiet and solid. Something is wrong with GM’s focus on things if its trucks are quieter and more free of squeaks, groans and rattles than its cars.
I find it funny that a company which heavily advertises “Go Yellow, Live Green” but neglects to tell the buying public that they can only expect 75% of the mileage they get with gas (not to mention the HUGE savings on CAFE penalties) would accuse someone of not getting fair representation.
Also, START BUILDING BETTER CARS!!! It’s great you can build pickups and monster SUVS, but why can’t you build a car that gets 40 MPG??? The best car you’ve “built” in the past 20 years was the Geo/Chevy Prizm, and it was Toyota!
Of course, we all know what the answer is: MONEY. You make big money on your pickups and your SUVs, thus you’ve completely overlooked cars for just about forever. Now, you’ve got ugly cars which only sell at heavy discount and your in financial distress, yet you continue to whine about how the media doesn’t give you fair press (while on the other hand you beg the government for handouts) and continue to boast how fuel efficient your gas hogging Suburbans and Silverados. You just don’t get it, do you…
;^)
PS – I don’t know WHERE you get your stats on your vehicles which get 30+ MPG…you must be listing the same vehicles OVER and OVER again due to a different floormat or windshield wiper…
To Ted Thomas and gacSTclass
Not sure what went wrong w/ your ‘03 Grand Am or your ‘06 G6, but my ‘98 Grand Prix GT has been rattle and squeek free for 8 years and 114,000 miles (never had any problems with the sunroof). Looking at the documented maintenance, the irregular maintenance items are pretty limited and I’ve never spent more than $265.55 on any item. I got 95,000 miles out of the front brake pads, I still have all the original brake rotors and the rear brake pads. I still have the original window motors, never needed A/C service, the engine is still smooth as silk, no leaky gaskets, no badges have ever fallen off, my average fuel ecomony is almost 25 MPG. In contrast, my girlfriend’s ‘98 Accord vibrates so much at idle that I feel like I’m sitting in one of those massage chairs from the Sharper Image. I think the general public gives GM less credit than it deserves.
Concerning the comments about “squeaks and rattles” at the G6, I’d like to say, it might be inadequate to speak of that as a general thing. For example the big majority of consumer-reviews at edmunds.com is positive about the G6 and I couldn’t find their any reports about squeaks and rattles so far. My brother in FL also owns such a car since one and a half year. He didn’t complain about it, neither.
GM has come a long way if you dont believe it just take a peek at the 2006 SS Impala. A real masterpiece there isn’t anything I have drove or seen that will match it. Keep up the good work GM.
Rented the new Chevy Malibu a while ago, and I was quite impressed. No rattles, no squeaks. Would be interesting if you took off the badges, put on Honda logos and tell people to test drive the “new Honda”.
I don’t put much into the initial quality Surveys either. To me the surveys of 5 year old cars and trucks is more telling. However, people do tend to pay attention to these surveys as well as the Consumer reports guides.
Considering how Consumer Reports does their testing, I have an idea on how GM could significantly raise their standing from “Average” or below to “Average” or above. Simply donate vehicles to CS for their use. Let them go to the dealerships of their choice, and pick out whatever car they want, and simply give it to them. That way they can be sure that you’re not trying to hand them a “ringer” for their tests. It would be entirely their car to test as they see fit. If they’d go along with it, we’d see dramatic improvements in GM’s CS ratings overnight.
GM has a long way to go before they reach the levels of quality and refinement from the Asian companies. THe Koreans took notice and you see the success of listening to the customer – every generation is vastly improved over the previous and content, frills and features continue to INCREASE and so do their sales and market share. To win in this game, GM needs to be different, not fake. Just take about any GM vehicle and you guys continue to cheapen the interiors. Sure they might look better than before, but still low rent as far as use of hard plastics, fit and finish and creature comforts. Cheap grade carpet, leather that looks like vinyl, mismatched graining and colors. People want great interiors, quiet and smooth engines and transmissions, and the best branded electronics with MP3, iPod connectivity and bluetooth capable. Let somebody else buy the crap from China, personally I don’t want it in the truck I drive. Just wait for the Koreans to produce a full size truck – then you’ll be in real trouble.
My mother has a 2006 Impala. Looks nice if not boring, interior looks OK.
However, 3 TSB’s on it already, thumping coming from the trunk, brake pedal way higher than the gas pedal, fairly noisy engine, MPG only 15 so far.
She likes it, though, so I’m happy about that, but I wouldn’t buy one.
You guys really need to get cracking on improving your product before its too late.
Gee Bob. I guess your “GTO” (yeah right )missed the mark yet again. Perhaps crossbreeding an American Icon with an Australian sedan wasn’t such a great idea you think??
I agree with GM 100% The media is bias. Check real prices, additional dealer markup, Where i live i can get a Cadillac SRX less than a Rav4!! Both NEW