Washington D.C., United States — Many vehicle drivers are dissatisfied with the artificial intelligence (AI) technology systems included in their vehicles, J.D. Power Report’s 2024 U.S. Tech Experience Index (TXI) Study reveals.
The study—which polled 81,926 owners of new 2024 model-year vehicles found that while owners often offer praise for some advanced vehicle features, others are found to be lackluster. Specifically, the study reports that “New Artificial Intelligence-based technologies, like smart climate control, have quickly won popularity with those owners who have used it, yet recognition technologies such as facial recognition, fingerprint reader and interior gesture controls fall out of favour as they unsuccessfully try to solve problems.”
The study also reports that drivers still prefer hands-on technology and don’t see value in passenger screens. J.D. Power noted many owners remain “indifferent” to the value of ADAS.
Drivers reported 43.4 problems per 100 vehicles when it comes to interior gesture controls, and 21 percent of these owners also say that this technology lacks functionality and perceived usefulness.
Additionally, “most owners appreciate features that directly address specific concerns, such as visual blind spots while backing up.” However, drivers are less interested in assistance when actively driving, scoring the feature at 7.61 out of 10 on a perceived usefulness scale.
In terms of passenger screens, the report further noted that the “tech is negatively reviewed by many owners who point to usability issues.” The report indicates that this displeasure in the feature may have to do with the fact that the front passenger seat is only used 10 percent daily. Furthermore, the addition of a second screen adds to the complexity of the vehicle delivery process as “it is difficult for dealers to teach new owners how to use the primary infotainment screen.”
Of all automotive brands, Genesis ranked highest overall and highest among premium brands for innovation for a fourth consecutive year, with a score of 584 out of 1,000. In the premium vehicle segment, Lexus came in second with a ranking of 535 out of 1,000, with BMW coming in third with a score of 528 out of 1,000.
In the mass market category, Hyundai ranked highest for a fifth consecutive year for innovation with a score of 518 out of 1,000. In second was Kia at 499, with GMC coming in third with 439 out of 1,000.
Additionally, the U.S. Tech Experience Index (TXI) Study analyzes 40 automotive technologies, which are then divided into four categories: convenience, emerging automation; energy and sustainability; and infotainment and connectivity.
When looking at the award winners in each category, the Toyota Sequoia received the convenience award for its camera rear-view technology; here, the premium segment is not award-eligible.
For the emerging automation award, the Genesis GV70 won in the premium category for its front cross-traffic warning system. In the mass market-segment, the Kia Carnival also won for its front cross-traffic warning system.
The BMW iX received the award for energy and sustainability in the premium segment for one-pedal driving, with the mass-market category being ineligible for this award.
Finally, the BMW X6 received the award for infotainment and connectivity in the premium segment for phone-based digital keys. Comparatively, the Hyundai Santa Fe received the award for infotainment and connectivity in the mass market segment, as well as for phone-based digital keys.
To see the full report, click here.
