Do you have a love-hate relationship with new car technology
? According to a recent study, you’re not alone. For most smartphone users, unlocking your phone is as simple as a quick fingerprint read, but many respondents felt skeptical of similar fingerprint technology
being implemented in their cars. Learn more with the car ownership experts at Jerry
about why consumers felt less-than-enthusiastic about the latest piece of in-dash technology. What happens when new tech doesn’t meet customer needs
According to a report by Consumer Affairs
, the J.D. Power
2022 U.S. Tech Experience Index (TXI) Study conducted a deep dive into vehicle technology based on responses from 84,165 owners of new 2022 model-year vehicles. Of the advanced technologies included in the study, respondents reported that 46% had at least one issue with the technology in their vehicles. While not all consumers welcome new tech with open arms, to automakers, it is non-negotiable.
Introducing new and unfamiliar tech into a vehicle can be frustrating for consumers, especially if the technology proves to be prone to error, but slowing the implementation of new tech and falling behind rivals could cost automakers a competitive advantage.
So what should automakers do? Senior director of user experience benchmarking and technology at J.D. Power, Kathleen Rizk, had a suggestion.
“Automakers should consider benchmarking brands that innovate well for a technology, which would allow them to identify and then integrate best practices,” said Rizk.
"Effective innovators understand that new technologies can be introduced successfully with proper design and execution.”
Fingerprint readers proved faulty
By and large, fingerprint readers proved to be the most problematic tech innovation in the history of the study. It was the first time fingerprint reading was in the study at all, and it received the lowest overall satisfaction score of all technologies.
If you own a Hyundai vehicle, you may already be familiar with this new tech. Hyundai introduced the fingerprint reader in 2018, and using a fingerprint reader on a connected smartphone, the driver is able to unlock and start the car remotely.
Fingerprint reader technology ranked as the lowest-performing technology across the key metrics of problems experienced and had the lowest overall satisfaction score.
The poor initial performance of fingerprint technology this year could create a missed opportunity for brands, as many owners voiced that they would not want it in their next vehicle.
Which brands scored highly?
In spite of fingerprint reader frustrations, Hyundai’s subbrand Genesis has ranked highest overall for customer satisfaction with in-car technology, and the highest among premium brands with an Innovation Index score of 643.
Cadillac ranked second in the premium segment with a score of 584, while Mercedes-Benz ranked third with a score of 529.
Hyundai ranked highest among mass-market brands with a score of 534, followed by Kia with a score of 495. Buick, GMC, and Subaru tied for third with a score of 482.
Tesla
received the highest unofficial score in the study earning 681 points, but because Tesla Motors doesn’t allow J.D. Power access to owner information in the states where that permission is required by law, the brand does not officially qualify for any awards. What innovations do consumers really want?
All in all, the tech desires of consumers can be as fickle and changeable as the market itself and even vary vastly by region.
While American consumers have a high interest in EV-based technology, car owners in China are more interested in infotainment and connectivity technology.
It seems that regardless of where you live, consumers want technology that is easy to use, intuitive, and makes their lives easier. To simplify and streamline the car insurance
shopping experience, there’s the Jerry
app. A licensed broker, Jerry does all the hard work of finding cheap quotes from the top name-brand insurance companies and buying new car insurance. Jerry will even help you cancel your old policy.
To ensure you always have the lowest rate, Jerry will send you new quotes every time your policy comes up for renewal, so you’re always getting the coverage you want at the best price.
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