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Friday, 08 October 2021 16:15

J.D. Power: New Car Tech Goes Unused, People Don't Intend to Use It

Index

...alignment between what owners truly want and what the automakers produce.”

 

Following are key findings of the 2021 study:

 

Dealers can influence how owners feel about value of technology: Dealer demonstrations at delivery are instrumental in keeping owners engaged with emerging technologies.

 

For example, for safe exit assist technology, owners can get a very strong understanding of the system when they learn it from a dealer. Without dealer education, however, owners often do not fully understand the technology and its value, presenting a challenge for its overall acceptance.

 

Similarly, when a dealer demonstrates trailer assistance technology, satisfaction improves to 8.69 (on a 10-point scale) compared with 7.83 for learning from an outside source. However, owners are more than twice as likely to learn about this technology from an outside source (71%) than from a dealer (30%).

 

Some technologies make driving experience better, while others do not: Many owners indicate poor performance with interior gesture controls technology, which responds to hand motions instead of touch.

 

Owners of this feature indicate an extremely high 41 problems per 100 vehicles (PP100). This technology also has the lowest overall satisfaction score in the study for a second consecutive year. In contrast, one-pedal driving technology offered in some electric vehicles receives very high satisfaction levels and owners cite relatively few problems (8 PP100).

 

Tech desires not always transferable across global markets: J.D. Power TXI studies for the U.S. and China include 21 of the same advanced and emerging technologies, but scores for owner satisfaction vary by country. While camera rear-view mirror technology receives high scores in the U.S., owners in China...


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