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


Vehicle technologies can play a significant part in a shopper’s decision, but according to J.D. Power’s 2022 U.S. Tech Experience Index Study released Thursday, they can also lead to buyer’s remorse. While some brands and technologies posed few issues for new owners, others fell short in customer satisfaction. As the overall industry average score inched up from the 2021 study, hinting at progress made, the top-performing brands remained largely consistent.
Related: 2022 J.D. Power Initial Quality Study: New-Vehicle Problems Hit All-Time High
Genesis and parent company Hyundai return as the highest-ranked premium and mass-market brands, while Mazda, Honda and Chrysler bring up the rear. In the previous two surveys, interior gesture controls were found to be the most problematic technologies, but 2022 has a new worst offender: fingerprint readers. An area of improvement concerns electric vehicles: EV-specific tech features were found to be in demand, yet they posed challenges for owners.
The Rankings

The 2022 TXI study is based on responses from 84,165 owners of model-year 2022 vehicles after the first 90 days of ownership. The study evaluates 35 advanced vehicle technologies that fall into four categories: convenience, emerging automation, energy and sustainability, and infotainment and connectivity. Automakers are ranked by their overall innovation index score on a 1,000-point scale, which factors in the adoption and execution of all technology features.
The industry average score for 2022 was 486, up from 478 in 2021. While the overall score improved, the total respondent count was notably lower in comparison to 2021, when 110,827 owners participated. Here’s how each manufacturer ranked:
- Genesis: 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
- Dodge: 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 (ineligible for ranking)
- Polestar: 608 (ineligible for ranking)
Premium Brands Improve, Mass-Market Scores Slip

Led by Genesis, Cadillac and Mercedes-Benz, premium brands had a significantly higher satisfaction score than their mass-market counterparts. For 2022, the average score for premium brands was 553, an improvement over the 2021 study’s 506. Among mass-market brands, Hyundai, Kia and Buick were on top, but the overall score fell to 469 from 473 in 2021. Luxury EV brands Tesla and Polestar received unofficial scores of 681 and 608, respectively, but were ineligible for ranking because they limit access to owner information in select states.
The Key to Tech Satisfaction

The 2022 TXI survey found a vehicle’s phone-based digital key was one of the top-performing tech features for owner satisfaction and ranks in the top three most desired features for an owner’s next vehicle. The phone-based digital key in the BMW X3 earned it the top premium model award in the Infotainment & Connectivity category; the feature allows owners to unlock the vehicle with their smartphone, place it in the smartphone tray and start the car without the need for a physical key.
Advanced driver-assist and safety features were also high on vehicle owners’ satisfaction lists. The front cross-traffic warning in the Lexus IS and reverse automatic emergency braking system in the Mitsubishi Outlander landed both vehicles a top award in the Emerging Automation category. Meanwhile, camera rearview mirrors in the Cadillac Escalade and Subaru Ascent helped the pair secure top rankings in the Convenience category.
EV Tech: In Demand but Not User-Friendly

EV technologies were among the top five most desired among American consumers, according to the study. As more new models are introduced in the coming years, automakers should focus on making these in-demand technologies easier to understand and use, according to Kathleen Rizk, senior director of user experience benchmarking and technology at J.D. Power:
“With the new influx of electric vehicles entering the marketplace, some automakers need to up their game in the execution and user experience for EV-based technologies, such as one-pedal driving, EV energy assistant and EV charging scheduler,” Rizk wrote in an email to Cars.com. “A number of owners are having a difficult time utilizing these technologies due to complex designs and/or lack of training by the dealer at delivery. This often results in a missed opportunity for new EV owners to realize the benefits that these EV-specific technologies offer, such as regenerative braking, getting access to energy consumption data and charging at off-peak hours, to mention a few.”
The all-electric Mini Cooper SE defied the trend in at least one respect, earning the Energy & Sustainability top model award for its one-pedal driving feature.
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- What to Know Before Purchasing an Electric Vehicle: A Buying Guide
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Fingerprint Scanners Get the Finger
Unlike the tech features mentioned above, in-vehicle fingerprint scanner technology was not well received. Hyundai first implemented the technology overseas, and it can be found in select U.S. models including the Genesis GV70 and all-electric GV60. Select Mercedes-Benz models, including the S-Class and C-Class, also employ fingerprint scanners.
According to J.D. Power, owners experienced problems with the functionality of the scanner, but the study did not specify the nature of the frustrations. It’s possible some owners were simply unwilling to set up and use the feature; because the technology is not yet widely available, a small sample size of respondents also may have contributed to the poor results.
A Tech Tutorial Can Help

One important takeaway for prospective shoppers is that a dealer demonstration at the time of the vehicle purchase can help them fully understand and appreciate their car’s advanced technology features. J.D. Power found that owners who received a demonstration from the dealer on the vehicle’s features were more satisfied than those who learned them from outside sources.
Cars.com’s Editorial department is your source for automotive news and reviews. In line with Cars.com’s long-standing ethics policy, editors and reviewers don’t accept gifts or free trips from automakers. The Editorial department is independent of Cars.com’s advertising, sales and sponsored content departments.


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