2022 J.D. Power Tech Experience Index: Hyundai Dominates, Overall Satisfaction Dwindles

2022 J.D. Power Tech Experience Index: Hyundai Dominates, Overall Satisfaction DwindlesK, Vehicle technologies can play a significant role in a shopper’s decision, but according to JD Power’s 2022 American Technology Experience Index study released today, they can also lead to buyer’s remorse. While some brands and technologies posed few problems for new owners, others failed to satisfy customers. With a higher overall industry average score, indicating progress, the top performing brands remained largely consistent.

Genesis and parent company Hyundai returned as the top premium and mass-market brands, while Mazda, Honda and Chrysler emerged in the back. In the previous two surveys, internal gesture controls were found to be the most problematic technology, but 2022 has the worst new culprit: the fingerprint reader. The area of ​​improvement concerns electric vehicles: Technical features specific to electric vehicles were found to be in demand, but they posed challenges for owners.


The 2022 TXI study is based on responses from 84,165 owners of 2022 model vehicles after the first 90 days of ownership. The study evaluates 35 advanced vehicle technologies that fall into four categories: comfort, emerging automation, energy and sustainability, and information, entertainment and connectivity. Automakers are ranked by their Innovation Index score on a 1,000-point scale, which influences the adoption and implementation of all technology features.The average industry score for 2022 was 486, up from 478 in 2021. While the overall score has improved, the total number of participants was significantly lower compared to 2021, when 110,827 owners participated. Here’s how each plant is classified:

  • Composition: 643
  • Cadillac: 584
  • Mercedes-Benz: 539
  • Hyundai: 534
  • Volvo: 526
  • BMW: 516
  • Land Rover: 509
  • Kia: 495
  • Infiniti: 492
  • Lexus: 491
  • Jaguar: 488
  • Buick: 482
  • GMC: 482
  • Lincoln: 482
  • Subaru: 482
  • RAM: 475
  • Chevrolet: 471
  • Acura: 470
  • Nissan: 465
  • Toyota: 465
  • Dribbling: 464
  • Mitsubishi: 464
  • Jeep: 463
  • Volkswagen: 456
  • Audi: 454
  • Alfa Romeo: 447
  • Mini: 447
  • Ford: 444
  • Porsche: 439
  • Chrysler: 429
  • Honda: 429
  • Mazda: 387
  • Tesla: 681 (not eligible for ranking)
  • Polestar: 608 (not eligible for ranking)

Improving premium brands, declining mass market results

Led by Genesis, Cadillac, and Mercedes-Benz, premium brands have received much higher satisfaction scores than their mass market counterparts. For 2022, the average score for premium brands was 553, an improvement over 506 in the 2021 study. Among the big brands, Hyundai, Kia, and Buick were top, but the overall score dropped to 469 from 473 in 2021. Tesla and Polestar received Unofficial scores of 681 and 608, respectively, but they did not qualify for the rankings because they limit access to owner information in specific states.

The key to technological satisfaction

A 2022 TXI survey found that a vehicle’s phone-based digital key was one of the best performing technical features for owner satisfaction and ranks among the top three most desirable features for an owner’s next vehicle. Telephone-based digital key was awarded as Best Premium Model in the Information, Entertainment and Communication category; It allows owners to unlock the vehicle with their smartphone, place it in the smartphone tray, and start the vehicle without the need for a physical key.Driver assistance and advanced safety features are also high on vehicle owners’ satisfaction lists. The Lexus IS’s forward cross-traffic warning and reverse system in both cars is the highest award in the emerging automation category. Meanwhile, rear-view camera mirrors in the Cadillac Escalade and Subaru Ascent helped the pair earn top ratings in the comfort class.

EV Tech: Required but not easy to use

Electric vehicle technologies were among the five most preferred among American consumers, according to the study. As automakers should focus on making these in-demand technologies easier to understand and use, according to Kathleen Rizk, senior director of user experience measurement and technology at JD Power:“With the new influx of electric vehicles entering the market, some auto manufacturers need to up their game in the implementation and user experience of EV-based technologies, such as one-pedal driving, EV power assist, and electric vehicle charging scheduling,” Rizk wrote in his book. .com. “A number of owners have difficulty using these technologies due to complex designs and/or a lack of dealer training on delivery. This often results in new EV owners missing an opportunity to realize the benefits these EV-specific technologies, such as regenerative braking, and access to Off-peak power consumption and charging data, to name a few.”The all-electric vehicle defied the trend in at least one respect, taking home the Best Energy and Sustainability Model award for one-pedal driving feature.Fingerprint Scanners Get the finger

Unlike the above technical features, it was in-car fingerprint scanner technology Not Good reception. Hyundai has implemented the technology for the first time overseas, and it can be found on select US models including the Genesis and all-electric. Select Mercedes-Benz models, including the S-Class and C-Class, also use fingerprint scanners.

According to JD Power, owners have experienced problems with the scanner’s functionality, but the study did not specify the nature of the frustrations. It’s possible that some owners were simply unwilling to set up and use the feature; As the technology is not yet widely available, a small sample size of respondents may also have contributed to the poor results.

Technical tutorial can help

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An important takeaway for potential shoppers is that demonstrating the dealership at the time of vehicle purchase can help them fully understand and appreciate the advanced technology features of their vehicle. JD Power found that owners who received a dealer demo of the vehicle’s features were more satisfied than those who learned it from outside sources.

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