Each year, the J.D. Power U.S. OEM ICE App Report aims to gauge owner experiences with their brand’s mobile app, in this case, only in internal combustion-powered vehicles. Historically speaking, FordPass has performed quite well in this particular study, ranking above the mass market average in 2023 with a score of 723 out of 1,000 possible points, and it followed up that performance by ranking third in the 2024 EV version of the same study with a score of 810. However, the 2024 U.S. OEM ICE App Report wasn’t quite as kind to FordPass.
J.D. Power’s latest version of the U.S. OEM ICE App Report reveals that FordPass ranked below the mass market average this time around with a score of 702 out of 1,000 possible points, versus the overall average of 737. That also placed Ford’s mobile app behind every other brand’s, save for Chrysler, myChevrolet, myBuick, MyMazda, and myGMC, notably. While FordPass suffered a notable decline in terms of its own score, the mass market segment actually improved by a notable margin from last year’s average of 725 points. Regardless, many owners still report having issues with slow connections and app connectivity issues.
This year’s J.D. Power U.S. OEM ICE App Report surveyed 1,900 ICE vehicle owners in the United States to gather insights on app connectivity issues, app usage, feature desirability, and app overall execution. The results of the study are based on a standardized assessment approach that relies on more than 280 best practices for vehicle apps that include over 150 mobile app functionality specific attributes.
“That’s why it’s beneficial for manufacturers to continue addressing performance gaps and ensuring competitiveness in the market,” said Violet Allmandinger, mobile apps lead at J.D. Power. “Automakers have made improvements in app features, improved response times and fixed connectivity gaps but, to improve customer satisfaction, they need to deliver core features that perform reliably.”
Comments
I used this religiously for several years after I bought my ’17 Fusion (one of the first with Sync 3), but after Ford abandoned support for Sync 3 with the advent of Sync 4 (which it will do again once the Google-based system becomes more prevalent, be forewarned), the FordPass app went from barely serviceable to dreadful. I was always totally unimpressed. It led to comments across the internet about automakers hiring kindergarteners to develop tech and handle tech support.
Coincidence that Ford updated Fordpass to version 5 recently and took away loads of useful features like Securialert, zone lighting, adding service records, etc., and ruined the app? They are slowly adding a few features back here and there, but my guess is Ford plans on switching to a subscription based model for Fordpass.
The Ford Pass app is lame. It worked great for awhile, then it doesn’t. Can’t perform functions that were once easy to do.
Help desk bounces you from one to another. Lots of time wasted. Unistall the app then re-install….
etc
I have had 6 Explorers, last one being a 21 ST, the FordPass App never worked for me even when my iphone15 was in WiFi and the vehicle was 100ft away. Absolutely the worst automotive App in the business. The maintenance history from the dealerships never syncs up with the App. The App would start my vehicle maybe 50% of the times I requested it, even with WiFi connectivity no cellular issues. The GUI is an embarrassment, looks like kids made it, very poorly executed.
Hey BOB. ALL GREAT POINT’S listed in your comment, and we have them “ALL”, Maintenance History Is a JOKE, and it’s not ALL there either?? I usually end up Using my KEY FOB to Start the Truck. And…….. The OTA Updates, constantly “CHANGE” my Gauge Cluster on my 2022 F-150, and recently The WIFI Connection was Disabled on the TRUCK????? Un freaking Believable!!!! And then there’s the “DEALERSHIP’S” I won’t even get into that end of the Worthless Fiasco!!!
“UNIMPRESSED”???? That’s putting it Mildly to say the Least. We Own a 2022 FORD F-150 with all those “Wonderful Options” That FORD Touted and how GREAT that they would be, and the “Over the Air” Updates to further “ENHANCE THE FORD SYSTEM / APP”. What a JOKE!!! This App is a Total MESS / Disaster, and I Doubt anything that “FORD” Come’s out with will be any Better at all???!!! Especially if FORD Continues to Hire Children to do there “I T” Work. It’s just Unspeakable. And there Latest Attempt to Resolve an Ongoing Issue with this STUPID APP, that you must sit there and “DORK AROUND” to Figure it out??? And that is, Pretty much no Matter what you do, The APP Say’s that your “Vehicle Is On” You get home, Park the Vehicle, Set the E Brake, Lock Said Vehicle, (makes no difference how you Lock It), and retire to the Inside to Relax, and you decide to “Check” to be sure you “LOCKED” your Vehicle, and this Stupid Ridiculous App say’s that you “Vehicle Is On” ??????? Really FORD???? REALLY???? Unbelievable. And that is just “ONE THING” that’s Wrong with this APP!!!!
I don’t have any issues because Ford Pass never works with my hybrid. The 12 Volvo better is always in saver mode. When I open the app, it says is not available , I need to start my vehicle . What good is an app that only works when the car is running???. With the a battery issue, thw car is dark when you enter at night too. As a retired Ford engineer, I will not be buying another Ford. They don’t make anything in the compact size anymore except my Escape. Plus they only offer dull dark exterior colors , and only the same tired black or grey interiors
This app has sucked the worst since the last “update” back in the summer. Among many other things, I was keeping maintenance records on the app. Can’t do that since the “update”. The location function lags behind real time. Seems only to update every 2 minutes or so, and isn’t accurate…..and on and on and on……
Hey Jay….. Agreed…. And On and On and On and On and On. And don’t bother Calling “ANYONE” At FORD. They can’t help with much of anything at all!!!! Anything!!!!
I wonder Ford CEO Jim Farley ever reads these comments and at least gets feedback on what us Ford owners are indicating the issues we are having and what is being done other than nothing at all. It’s unbelievable how this app
Is going from bad to worst and Ford assistant is just a lost cause. I truly believe these studies and comments are just a waste of time cause nothing is ever done to make a better product.
Have been using the app since 2020 with 20 f150, 20 explorer, 19 ecosport, 21 f150, 24 bronco sport and a 24 explorer st. All worked rather well until their last update that took all of the features away. I didn’t want the update as I liked the old version, especially with the zone lighting feature for our f150 that I used a lot. Put the features back and work on improving upon those or this score will continue to drop.