In a recent user experience study conducted by J.D. Power, drivers shared their opinions on the new technology and features that have been integrated into vehicles in recent years. The 2024 U.S. Tech Experience Index (TXI) Study revealed a mixed bag of feedback, with some features receiving high praise while others were heavily criticized.
One of the standout findings from the study was the popularity of certain AI features among users. Smart climate controls, for example, were well-received by drivers for their convenience and ease of use. However, other features such as fingerprint readers and facial recognition technology faced criticism for their problematic elements or lack of functionality.
Interior gesture controls were another area of concern, with the study showing that they had an average of 43.4 problems per 100 vehicles. Additionally, 21 percent of respondents felt that this technology simply lacked functionality, highlighting the need for improvement in this area.
Passenger screens and active driver assistance technologies were also subjects of scrutiny in the study. Owners expressed dissatisfaction with passenger screens, while many rated active driver assistance technologies lower than more advanced driver assistance system features.
It is important to note that Tesla, Rivian, and Polestar were not included in the rankings due to data availability limitations. However, Tesla owners who participated in the study expressed enthusiasm for the company’s software platform and tech features. Despite not being officially ranked, Tesla scored higher than other brands, with Rivian and Polestar also receiving favorable scores.
Among the ranked brands, Genesis topped the list for premium brands with a score of 584 out of 1,000, while Hyundai led the mass-market category with a score of 518. Luxury brands Lexus and BMW followed closely behind Genesis, with scores of 535 and 528, respectively. Kia and GMC secured the second and third spots in the mass-market category, with scores of 499 and 439, respectively.
Moving forward, automakers have the opportunity to listen to customer feedback and improve upon innovative technologies in future vehicle generations. Kathleen Rizk, J.D. Power Senior Director of User Experience Benchmarking and Technology, emphasized the importance of a strong advanced tech strategy for all vehicle manufacturers. She noted that while many innovative technologies are meeting customer needs, there are also technologies that are deemed unnecessary or annoying by owners.
In conclusion, the study highlights the importance of continuous improvement and innovation in the automotive industry. By addressing customer feedback and refining existing technologies, automakers can enhance the overall driving experience and stay ahead of the curve in an increasingly tech-driven market.
