What’s driving vehicle app satisfaction

Owner satisfaction with mobile apps for internal combustion engine vehicles depends heavily on reliable connectivity, intuitive design and the availability of essential features.

The findings come from the J.D. Power 2025 U.S. OEM ICE App Report. While nearly 80 per cent of ICE vehicle owners say they use their OEM-provided app, which is a slight increase from last year, engagement remains limited, with only 27 per cent identifying as frequent users. This small growth, J.D. Power said, reflects a persistent gap between usage and satisfaction, as connectivity issues and slow response times continue to frustrate drivers.

The report builds on findings from J.D. Power’s Initial Quality Study, which ranks app connectivity concerns among the industry’s top 10 problems. Despite incremental improvements, slow and inconsistent connections remain the most significant barrier to adoption.

“Connectivity and speed continue to be the most significant challenges for ICE vehicle apps,” said Violet Allmandinger, mobile apps lead at J.D. Power. “Owners want apps that work seamlessly every time, with core features that are easy to access and perform reliably.”

Feature expectations are evolving as well. Owners say they want everyday functions, such as remote lock and unlock, garage access and climate control, front and centre on the app’s home screen for maximum convenience. Survey data showed seven in 10 (69 per cent) of respondents prioritize lock/unlock, while 66 per cent want garage access and climate control immediately accessible. Other features, such as service scheduling and software updates, remain important but are acceptable within one or two taps.

Garage door integration ranks as the most desired daily feature, yet it is missing from most apps, J.D. Power said, creating a strong opportunity for differentiation.

The study also highlighted why some owners abandon their apps. Among the 38 per cent who stopped using them, connectivity problems were the leading cause, followed by unintuitive interfaces and unreliable remote start. Slow response times and inconsistent functionality added to the frustration, while lack of desired features and outdated information were cited less frequently.

Brand rankings show clear leaders in customer satisfaction. Mini ranks highest among mass market brands with a score of 810 on a 1,000-point scale, followed by Kia Access at 805 and MyHyundai with Bluelink at 798. In the premium segment, My BMW leads overall with 821, ahead of Genesis Intelligent Assistant at 771 and Mercedes-Benz at 768.

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