Problems with car infotainment systems improved this year. But they're still the most problematic category in J.D. Power's 2025 Initial Quality Study, generating 42.6 complaints per 100 vehicles (more than any other vehicle system).
Why it matters: Infotainment frustrations don't stay in the car—they follow customers to dealerships, online reviews, and their next purchase decision.
How it works: J.D. Power surveyed 92,694 owners of new 2025 vehicles about problems they experienced in their first 90 days of ownership. The study measures complaints per 100 vehicles (PP100) across 10 categories, with lower scores indicating better quality.
The bigger picture: Overall vehicle quality actually improved slightly, with total problems dropping from 194 to 192. But touchscreen systems continue to frustrate owners even as they get better.
"While customers do find the larger touchscreens visually appealing, their functionality within the vehicle is an increasing source of frustration," said Frank Hanley, senior director of auto benchmarking at J.D. Power.
The problem: Automakers have been moving more functions to touchscreens, including climate controls, garage door openers, and even glove box releases. But owners find these changes "overly complicated and too distracting to use while driving," according to the study.
The solution: Some automakers are quietly bringing back physical controls:
Porsche reversed course with the Cayenne after pushback on the Taycan's full-screen cockpit.
Honda's latest Civic and Accord feature prominent physical knobs despite earlier digital-heavy designs.
Volkswagen committed to bringing back physical controls for volume, seat heating, and fan speed.
"We will never, ever make this mistake anymore. It's not a phone, it's a car," VW design chief Andreas Mindt told Autocar.
Other key findings:
Premium vehicles now have more problems than mass market cars.
Plug-in hybrids have more issues than pure electric vehicles for the first time.
And new model launches had the most problems since the study was redesigned in 2020.
Brand winners: Lexus topped overall quality, but among mass market brands, Nissan ranked highest. On an individual model level, the Porsche 911 had the fewest problems of any other car studied.
Bottom line: As cars get more complex, the brands that nail the basics of human interaction will have a significant advantage in customer satisfaction and repeat sales.
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