Vehicles of all types come with more tech than in years past, and electric vehicles (EVs) are growing in popularity, bringing more advanced features and driver aids. More complexity often brings more problems, and for many owners, the technology experience in their new vehicles is wearing thin. The JD Power 2023 U.S. Tech Experience Index (TXI) Study finds that EV owners are increasingly dissatisfied with the tech in their new cars, while the same features tend to have a more positive effect for new gas-powered vehicle owners.
More new tech can be great, but it must work properly. "The perception in the industry is that most BEVs should offer many advanced technologies to compete with high-tech entrants like Tesla. Success will be dependent on those manufacturers that can execute flawlessly while ensuring the user experience is the same for those who are tech-savvy and those who are not," said Kathleen Rizk, JD Power's senior director of user experience benchmarking and technology.
Electric vehicles have opened the door for many upstarts to enter the market with exciting new products. Rivian, Lucid, Volvo's offshoot Polestar, and even Tesla are among the fresh-faced brands taking on legacy automakers with impressive new technologies and features. At the same time, the 2023 TXI Study finds that problems from the latest brands are among the industry's highest and far beyond premium brands' average scores. That said, some new automakers have very few vehicles in the wild, and Tesla doesn't release all of its owners' information, so the picture isn't as straightforward as it should be.
Automakers are trying to emulate smartphone makers in several vehicle systems, including biometrics, where many models now offer fingerprint scans, facial recognition, and other authentication methods. While futuristic and likely convenient in some situations, owners aren't warming to the tech. According to the 2023 TXI Study, some owners say they don't find the features useful, and many say the tech is downright annoying in some situations. The study also finds that features such as driver monitoring systems have fewer problems than biometrics, but they're more annoying to use.
The study also reveals that owners love plug-and-charge tech, even when other parts of their EVs are causing trouble. A majority—72 percent—of respondents say they'd like plug-and-charge in their next vehicle. The feature allows owners to plug an EV in to charge and pay automatically when the session is complete. Owners see few problems with the technology, expressing strong satisfaction with the feature, and say it is an appreciated part of their EV ownership experience.
While most owners understand that advanced driver aids can help save lives, their usage has declined since last year's study. In the 2023 TXI Study, JD Power observes drops in the usage of automatic emergency braking, safe-exit systems, and automated steering assistance systems. JD Power says that while owners' use of the tech is still strong, the declines show that automakers must focus on functionality and build trust to keep owners using the features.
Legacy brands perform decently in the study, with Genesis taking the highest overall score and best premium brand ranking at 656 (on a 1,000-point scale). Cadillac and Lexus round out the top three, each scoring 533. Hyundai takes the top spot among mass-market brands with a score of 547, while Kia (528) ranks second and GMC (505) third.
In addition to brand rankings, JD Power recognizes specific models in some areas, including the Chevrolet Corvette and Toyota Sequoia, each earning the convenience award with their ground-view camera tech. The Genesis GV80 earns an award for its front cross-traffic warning technology, and JD Power recognizes the Hyundai Palisade for its reverse automatic emergency braking tech. The BMW iX and Mini Cooper take home awards for their one-pedal driving features, while the BMW 3 Series, Chevrolet Tahoe, and Hyundai Sonata earn awards for infotainment and connectivity.
While new technology can be exciting and may be a dealbreaker for many new-vehicle shoppers, it has to work correctly, or it can ruin the experience. If you're considering an advanced new vehicle, take the time to do your research and give it a thorough test drive before buying. When you're ready to get out and drive, head to the Shopping Guides section of the website, where you can find information on most new models.
Chris Teague is an experienced writer in the automotive and technology fields. In addition to JDPower.com, his work appears at Forbes, The Drive, Your Test Driver, and others.
The 2027 Ford Bronco Filson falls on the fancier (and handsomer) end of the classic off-roader's lineup, with added comfort and convenience backed by confident power and trail capability.
Read the Full Article
The Ford Transit is the automaker’s full-size cargo and passenger van offering, designed to serve a wide range of commercial and lifestyle applications. With 37 available configurations, the platform ...See More
Read the Full Article
The Chevrolet Tahoe is a full-size, three-row SUV with a standard V8 engine and available diesel power. Built on the same platform as the Chevrolet Silverado 1500 pickup, the Tahoe benefits from its ...See More
Read the Full Article
It is the end of the line for the Ford Escape. After 25 years as a fixture of Ford’s lineup, 2026 will be the compact SUV’s last model year.
Read the Full Article