The customer is always right. Automakers, suppliers and dealers all need to keep repeating that adage while reviewing J.D. Power and Associates' latest Initial Quality Study. The results will remind them that when it comes to car buyers there are a lot of different customers and a lot of different "right" views.
Consider that buyers under age 35 were twice as likely as those over 55 to complain about their infotainment systems. Many in the industry had assumed that geezers would complain about those newfangled systems, while younger buyers would embrace them. But because younger buyers are used to high-tech, they have higher expectations that the systems will work well and intuitively.
Developing, making and explaining those systems to discerning buyers won't be easy. But those in the industry that get it right will be rewarded for their efforts.