Top Difficult-to-Understand Features by Series

The J.D. Power Initial Quality Study is a 233-item questionnaire that asks owners and lessees of new vehicles about “things gone wrong” during the first 90 days of ownership. Power defines “things gone wrong” in two ways:

  • “A fault in the assembly of the vehicle”
  • “A design issue”

An “assembly fault” could be due to a mishap at the manufacturing facility—an ill-fitting trim panel, or a loose electrical connection. But it could also be the result of a vehicle sitting on your dealership’s lot for an extended period of time: a dent, a ding, or a missing key.

Your service department plays a major role in making sure that these “things gone wrong” are corrected through a thorough pre-delivery inspection and final preparation process prior to retail delivery.

While an “assembly fault” can be corrected by your dealership’s service department, a perceived “design issue” can be avoided by your actions during the delivery process.

A “design issue” can simply be a feature that a customer doesn’t like, isn’t familiar with, or doesn’t understand. Voice recognition, navigation, Hands-Free Smart Trunk—customers who don’t understand how to operate these and other features may perceive that they don’t work, or don’t work right, even when they operate precisely as intended. And in J.D. Power’s methodology, that’s as much of a “problem” or “thing gone wrong” as a mechanical issue.

These features are called “difficult to understand” or “hard to operate,” often abbreviated as “DTU/HTO” features. And this is where a thorough delivery—and you—come in.

  • Perform a detailed vehicle delivery with feature demonstration every time
  • Use the Quick Reference Guide (QRG) to demonstrate key vehicle features and complete the tear-off page at the back of the QRG booklet
  • Understand which features are most likely to be misunderstood by your customers

When a customer understands new or unfamiliar features before they drive away, suddenly the mystery is gone—and what could be perceived as a “thing gone wrong” is no longer a “problem” at all.

Here are the top DTU/HTO features for Hyundai vehicles, by model:

2017 Accent

1.       Bluetooth® system

2.       Seat belt latch/release controls

3.       Front door opening/closing

4.       Trunk lid/liftgate

5.       Lumbar support adjustment controls

6.       Fuel cap

7.       Media player connections

8.       Controls/displays

9.       Center console

2017 Azera

1.       Head restraint adjustment controls

2.       Seat belt latch/release controls

3.       Front seat audio/entertainment/navigation controls

4.       Instrument panel illumination/warning/indicator lights

5.       Collision avoidance/alert system controls

6.       Front seat forward/backward controls

7.       Apple CarPlayTM set-up

8.       Clock

9.       Rear parking assistance system

2017 Elantra

1.       Front door opening/closing

2.       Front seat audio/entertainment/navigation controls

3.       Entertainment/ navigation system location

4.       Climate controls

5.       Trunk lid

6.       Seat height adjustment controls

7.       Rear side door opening/closing

8.       Bluetooth system

9.       Android AutoTM set-up

10.   Lumbar support adjustment controls

2017 Elantra GT

1.       Seat belt latch/release controls

2.       Instrument panel illumination/warning/indicator lights

3.       Front seat audio/entertainment/navigation controls

4.       Steering wheel

5.       Liftgate ease of operation

6.       Liftgate latch

7.       Entertainment/navigation system location

8.       Bluetooth

9.       Rear folding seat/seatback controls

10.   Apple CarPlay set-up

2017 Ioniq Hybrid

1.       Liftgate latch

2.       Liftgate ease of operation

3.       Cruise control

4.       Automatic Emergency Braking (AEB)

5.       Media player connections

6.       Front seat audio/entertainment/navigation controls

7.       Head restraint adjustment controls

8.       Seat belt latch/release controls

9.       Android Auto set-up

10.   Remote keyless entry operation

2017 Santa Fe

1.       Seat belt/latch release controls

2.       Rear climate controls

3.       Entertainment/navigation system location

4.       Rear folding seat/seatback controls

5.       Bluetooth

6.       Hands-free Smart Liftgate

7.       Apple CarPlay

8.       Front seat audio/entertainment/navigation controls

9.       Head restraint adjustment controls

10.   Automatic Emergency Braking (AEB)

2018 Santa Fe Sport

1.       Android Auto set-up

2.       Difficulty setting up alerts

3.       Difficulty using MyHyundai.com

4.       Front seat audio/entertainment/navigation controls

5.       Clock

6.       Collision avoidance/alert system controls

7.       Steering wheel adjustment

8.       Front climate controls

9.       Heating, ventilation and air conditioning vents

10.   Forward/backward seat adjustment controls

2017 Sonata

1.       Front climate controls

2.       Seat belt latch/release controls

3.       Entertainment/navigation system location

4.       Front seat audio/entertainment/navigation controls

5.       Front seat height adjustment controls

6.       Heating, ventilation and air conditioning vents

7.       Bluetooth

8.       Trunk lid

9.       Dome/map/interior light operation

10.   Apple CarPlay

2017 Sonata Hybrid

1.       Android Auto

2.       Cruise control

3.       Media player connections

4.       Collision avoidance/alert system controls

5.       Entertainment/navigation system location

6.       Front seat audio/entertainment/navigation controls

7.       Bluetooth

8.       Seat belt latch/release controls

9.       Hands-free Smart Trunk

2017 Sonata Plug-in Hybrid

1.       Android Auto

2.       Apple CarPlay

3.       Entertainment/navigation system location

4.       Bluetooth

5.       Front seat audio/entertainment/navigation controls

6.       Instrument panel illumination/warning/indicator lights

7.       Fuel cap

8.       Fuel door

9.       MyBlueLink customer web page at MyHundai.com

2017 Tucson

1.       Liftgate operation

2.       Bluetooth

3.       Front climate controls

4.       Front seat audio/entertainment/navigation controls

5.       Seat belt latch/release controls

6.       Seat height adjustment controls

7.       Entertainment/navigation system location

8.       Hands-free Smart Liftgate

9.       Heating, ventilation and air conditioning vents

10.   Windshield wiper/washer controls

2017 Veloster

1.       Bluetooth

2.       Manual transmission gearshift

3.       Panic/alarm notifications

4.       Media player connections

5.       Speedometer/tachometer operation

6.       Collision avoidance/alert system controls

7.       Moonroof

8.       Front climate controls

9.       Heating, ventilation and air conditioning vents

10.   Seat height adjustment controls

 

J.D. Power surveys customers after 90 days of ownership. The questionnaires go out between February and May each year. That means the new owners whose experiences will be reflected in the 2017 IQS results are those who are buying and leasing their new vehicles from the beginning of November through the end of next February.

In other words: right now.

So if there’s ever been a time to make sure your deliveries are complete and comprehensive, this is it. After all, when Hyundai does well in the Initial Quality Study, you benefit, from more prospects who are attracted to Hyundai’s reputation for excellence.