For more than a decade, automakers have been pushing futuristic interior designs. But a new J.D. Power Initial Quality Study for 2025 suggests that this strategy could have negative long-term consequences.
According to the report, infotainment systems are now the number one source of complaints among new car owners, eclipsing all other categories in the first 90 days of ownership. While the overall number of tech-related grievances has seen a slight dip compared to last year, touchscreen-centric designs continue to frustrate drivers—particularly when basic functions like climate control are buried beneath multiple layers of digital menus.
“While customers find larger touchscreens visually appealing, their functionality within the vehicle is a growing source of frustration,” says Frank Hanley, senior director of automotive benchmarking at J.D. Power. “Customers have to tap and swipe across multiple screens to access key vehicle functions like climate settings and built-in garage door openers.”
Hanley adds that returning to physical buttons for essential tasks could significantly enhance the user experience—a sentiment echoed by many owners who say their dashboards now feel more like tablets than control centers.
This rise in digital frustration comes at a time when manufacturers are pouring resources into creating increasingly tech-heavy cabins. While minimalist interiors might impress in a showroom, the reality of day-to-day driving—adjusting the A/C while navigating traffic—reveals a different story. In some cases, what was intended to be an elegant solution has become an ergonomic problem.
And it’s not just touchscreens under scrutiny. Surprisingly, cup holders have entered the chat.
J.D. Power reports a spike in complaints related to cup holder design. With reusable water bottles, thermoses, and oddly-shaped tumblers now the norm, many drivers are finding their vehicle’s cup holders haven’t kept up. What seems like a minor annoyance becomes a real issue when a $50 water bottle topples over every time you take a turn.
The Initial Quality Study is based on feedback from 92,694 new-car owners and lessees in the U.S., recorded within the first 90 days of ownership. Brands are ranked by the number of problems reported per 100 vehicles (PP100), with a lower score indicating higher perceived quality. However, the study does not measure the severity of issues—meaning a rattling trim panel counts the same as a powertrain failure—and it doesn’t reflect long-term reliability.
Top Performers and Surprise Contenders
For 2025, Lexus leads the pack with a score of 166 PP100, followed by Nissan (169) and Hyundai (173). One of the most surprising results came from Jaguar, which finished fourth (175), outperforming brands typically associated with rock-solid reliability. Chevrolet rounds out the top five at 178, despite slipping three places from last year.
On the other end of the spectrum, Rivian ranked lowest with a score of 274. Audi (269) and Volvo (254) also found themselves near the bottom, despite their premium positioning. Tesla, while improved from last year, still came in below average at 200 PP100. Meanwhile, Ram experienced a dramatic drop from last year’s top spot, falling to a middling 218.
Model Highlights and Powertrain Pitfalls
General Motors had a strong showing in individual vehicle rankings, with the Buick Encore GX, Cadillac XT5, and Chevrolet Tahoe, Blazer, and Silverado all topping their respective segments. Ford followed closely with four segment leaders, while Honda secured three wins.
Powertrain-wise, plug-in hybrids performed to be the most problematic category, scoring a worrisome 237 PP100—worse even than full battery-electric vehicles, which scored 212. Regular hybrids were somewhat better at 196, but still fell short of traditional gasoline-powered vehicles, which averaged just 184.
New model introductions also showed a higher incidence of problems (203 PP100) compared to carryover models (190), highlighting the industry’s ongoing challenge in refining new designs and tech before they hit the market.
What This Means for the Future
As automakers race toward an increasingly digitized future, the J.D. Power study serves as a timely reminder that technology must serve the driver—not the other way around. While big screens and minimalist cabins may look great on the showroom floor, the real test lies in daily usability.
Function still matters. And for many drivers, reaching for a physical button may be more satisfying—and less frustrating—than swiping through another digital menu.
Source: J.D. Power
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