General

Study: Hyundai, Genesis have the best technical user experience

The cabin of the 2023 Genesis G90
The cab of the 2023 Genesis G90All automakers compete to integrate new high-tech features into their cars, but not all do it equally well. Hyundai and its luxury brand Genesis are doing well, according to a new study by JD Power. Mazda struggles the most among the mass-market brands, with Porsche tightening the rear in the luxury division.

The JD Power US Tech Experience Index Study looks at the number of problems new car owners report using the technology in their cars – infotainment systems, cameras, phone integration – and automated safety features such as automatic emergency braking.

Automakers vary widely in how well they implement each idea.

Scores show huge variation

Take back seat reminders — systems that detect when someone opened a back door before the car started and remind the driver to check the back seat when the ride ends to minimize the risk of accidentally leaving a child or pet in the car. The best of these systems, JD Power analysts found, generated only 1.9 problem reports per 100 cars. The worst generated 26.2.

Related: JD Power Study – Initial Quality of Slipping New Cars

This large variance shows that technologies can be implemented well or poorly. Kathleen Rizk, senior director of user experience benchmarking and technology at JD Power, explains: “There is often a wide range of total problems for a technology across all brands. This means some innovate flawlessly for a particular technology, while others struggle with its implementation.”

A demonstration goes a long way

The dealer experience also makes a difference. Analysts found that motorists were more satisfied with a technology and less likely to stop using it when a dealer demonstrated how to use it.

Related: The 10 Best Automotive Technologies of 2022

Fingerprint scanners – first recorded in 2022 – proved to be the most problematic technology. They generated 54 complaints per 100 vehicles. JD Power calls that “a missed opportunity, as many owners have used fingerprint technology to access their smartphones.”

the scores

JD Power analysts converted the reports to a 1,000-point scale, with higher scores indicating more satisfied owners. Luxury car manufacturers tend to get higher scores because their cars are packed with more high-tech features.

Some states require automakers to consent to the collection of data by JD Power. Both Tesla and Polestar declined to participate. JD Power publishes unofficial scores based on the data of states that do not require approval from the automaker.

Based on that limited data, both would have done well. Tesla would have taken first place with a score of 681. Polestar would have been second, at 608.

Regular brands:

Brand To score
Hyundai 534
kia 495
Buick 482
GMC 482
Subaru 482
RAM 475
Chevrolet 471
Nissan 465
Toyota 465
cleverness 464
Mitsubishi 464
Jeep 463
Volkswagen 456
mini 447
Ford 444
Chrysler 429
Honda 429
Mazda 387

Luxury brands:

Brand To score
Genesis 643
Cadillac 584
Mercedes-Benz 539
Volvo 526
BMW 516
land rover 509
unending 492
Lexus 491
Jaguar 488
Lincoln 482
Acura 470
Audi 454
Alfa Romeo 447
Porsche 439