As consumers become increasingly connected to their personal and professional lives via constantly evolving handheld devices, expectations for a seamless integration of these functionalities with in-vehicle technologies are growing. Infotainment systems have consistently struggled to emulate the familiarity, speed, ease of use, and functionality of smartphones, as is apparent in the prominence placed on such systems in the J.D. Power 2016 U.S. Initial Quality StudySM (IQS). Given the long lead time of new vehicle models to market vs. the constant offerings of new smartphone options, there remains a sizeable disconnect in satisfaction.

To meet this challenge, many automakers have introduced Android Auto and Apple CarPlay, which attempt to address consumer demand for smartphone compatibility in their vehicle while maintaining a safe driving experience. From a marketing standpoint, these technologies resonate with consumers, but they can also create unique quality concerns. Infotainment problems lead to confusion as to where vehicle responsibility for control ends and the smartphone takes over, but regardless, most will blame the automaker for the problem. Therefore, the onus is on OEMs and suppliers to ensure their systems and the adopted smartphone-mirroring systems “play well together,” creating a usable, enjoyable, and safe experience.

The Solution

With the widespread introduction of these systems into many of today’s vehicles, there is already a notable impact on the number and types of problems reported in the IQS. To help automakers and suppliers better understand and, therefore, mitigate these infotainment-related problems in planning for the much more encompassing rollout for the 2017 model year, J.D. Power has created the Smartphone Automotive Mirroring (SAM) Report. This report investigates the impact these systems are having on consumers’ perceptions of new-vehicle quality; identifies potential reasons behind reported problems; and examines how various automakers are more or less successfully integrating these sometimes beneficial, sometimes detrimental technologies into their vehicles.

The Benefits

Subscription to this report provides access to the information necessary to understand new-vehicle owners’ perceptions and addresses the following questions, based on both customer feedback and expert evaluations of systems featuring smartphone-mirroring technologies:

  • Why are Android Auto and Apple CarPlay becoming more prevalent?
  • How are Android Auto and Apple CarPlay affecting owners’ perceptions of vehicle quality?
  • What issues are driving the problems associated with Android Auto and Apple CarPlay?
  • How do the various OEM executions impact usability (best and worst practices)?
  • What benefits will corrective actions provide?