A new study reveals that connectivity issues have turned off some owners from using their car manufacturer apps. Mini took the top spot for customer satisfaction among mass-market brands, while 61 percent of app users said they want the ability to control their garage doors from their phones.
As cars become increasingly digitally integrated, it’s no surprise that more drivers are relying on official smartphone apps to manage their vehicles.
For internal combustion engine (ICE) owners, these apps promise added convenience, including remote features, real-time updates, and an overall smoother ownership experience. At least on paper, that is. A new study shows that while adoption is growing, the reality often falls short of expectations.
The findings come from a survey of more than 2,100 ICE owners in the United States, conducted by JD Power between September and October. Participants were asked about their experiences using their vehicles’ official smartphone apps, revealing where these tools meet expectations and where they fail to deliver.
According to the latest OEM ICE App Report, nearly 80 percent of gas vehicle owners in the U.S. have used their car’s companion app, a modest two-point increase from 2024, indicating steady but slow growth.
Despite this high exposure rate, only 27 percent of respondents said they use their app frequently, defined as every time or more than half the time they drive. This leaves a large majority using the app only occasionally or not at all, highlighting a clear gap between potential and actual utility.
Among those who do use these apps, the most desired feature is a garage door opener, cited by 61 percent of users. Another 39 percent value the ability to use their smartphone as a digital key, while 38 percent prioritize control over heated and cooled seat settings.
Remote locking and unlocking is used by 34 percent of respondents, and 31 percent use trunk control features. These numbers suggest that when apps function correctly, drivers recognize their value, though it is not universal.
Problems arise when the technology fails to work as expected. Of the 38 percent who stopped using their app entirely, most cited connectivity issues as the primary reason. Unintuitive designs, unreliable remote start functions, sluggish response times, and erratic feature performance were noted by 14 percent of respondents as major pain points.
Additionally, 5 percent were frustrated by missing features, 4 percent by outdated or inaccurate information, and another 4 percent by difficulties in managing multiple users.
Among mass-market carmakers, Mini earned the highest customer satisfaction score for its mobile app, scoring 810 out of 1,000, followed closely by Kia with 805 and Hyundai with 798.
In the premium segment, BMW led with 821 points, placing it at the top overall regardless of segment. Genesis followed with 771, and Mercedes-Benz came in just behind at 768.
At the opposite end of the spectrum, Mazda scored the lowest among mainstream brands with 585 points, while GMC and Chrysler were slightly higher at 612 each. In the premium category, Alfa Romeo recorded the lowest overall score at 581.
