J.D. Power 2021 U.S. Tech Experience Index Study: Genesis, Hyundai Triumph
A long list of safety and connectivity features can magnify the appeal of a new car. In fact, a vehicle’s tech is among the top reasons for choosing one car over another, according to J.D. Power. As a result, automakers are packing new vehicles full of high-tech amenities, and prices are rising as a result. Interestingly, the J.D. Power 2021 U.S. Tech Experience Index Study finds that many of these features go unused by car owners.
Related: J.D. Power 2021 Initial Quality Study: Ram on Top, Wireless Phone Connectivity Spells Trouble
What tech features are most popular, and which ones are largely ignored? What brands offer the best tech according to the TXI survey? The answers to these questions can help car shoppers determine which features provide real value.
J.D. Power TXI Survey Says …
The 2021 TXI Study analyzes 36 vehicle technologies that fall into one of four categories: convenience; emerging automation; energy and sustainability; infotainment and connectivity. The results are compiled from 110,827 owners of new model-year 2021 vehicles after 90 days of ownership. Each brand is given an Innovation Index score based on the technology offered and the execution of the features. The industry average score for 2021 was 478 points.
Here’s how each brand ranked based on a 1,000-point scale:
- Genesis: 634
- Cadillac: 551
- Volvo: 550
- BMW: 545
- Mercedes-Benz: 523
- Hyundai: 519
- Kia: 510
- Nissan: 502
- Subaru: 499
- GMC: 498
- Lincoln: 496
- Land Rover: 487
- Lexus: 485
- Ram: 483
- Buick: 478
- Infiniti: 477
- Toyota: 472
- Ford: 470
- Audi: 469
- Chevrolet: 468
- Mazda: 459
- Volkswagen: 451
- Jaguar: 449
- Honda: 438
- Acura: 436
- Chrysler: 434
- Dodge: 434
- Alfa Romeo: 429
- Porsche: 428
- Jeep: 424
- Mini: 424
- Mitsubishi: 373
- Tesla: 668 (ineligible for ranking; more information on that below)
Valued Vs. Ignored Tech Features
The study’s results show that while some features like a camera-based rearview mirror and ground-view camera (as opposed to a bird’s eye, 360-degree camera) are highly rated by car owners, other technologies are chronically overlooked. According to J.D. Power, more than 33% of advanced technology features go unused by half of vehicle owners in the first 90 days of ownership.
Two such examples include in-vehicle digital market and driver/passenger communication technologies. The digital market feature enables the driver to order from restaurants or make payments for fuel and parking through an in-vehicle app. A driver/passenger communication system allows the driver to communicate with rear-seat occupants via a microphone or camera (such as Driver Talk in the Hyundai Palisade).
Both features are oftentimes deemed unnecessary; 61% of vehicle owners have never used the in-vehicle digital market functionality, and 52% have never used the driver/passenger communication systems.
Car owners reported that the above technologies are simply unnecessary, but other features prove to be more problematic. Following poor results in the 2020 TXI Study, interior gesture control systems (found in some luxury brands like BMW) once again hit rock bottom for user satisfaction in the 2021 J.D. Power TXI survey.
Genesis and Hyundai Land on Top
Hyundai was the top-rated brand in the mass-market vehicle category, claiming the win for the second year in a row. Genesis (Hyundai’s luxury brand) emerged victorious for the premium and overall categories, taking the lead over competitors like Cadillac, Volvo and BMW. Genesis’ 2021 results are a substantial improvement over the 2020 TXI where the brand landed in fifth place behind Volvo, BMW, Cadillac and Mercedes-Benz.
In addition to the overall brand rankings, the TXI Study also awards specific models based on their top-rated features. For example, the Hyundai Elantra received an emerging automation award for its cross-traffic warning technology. Other winners include the Cadillac Escalade (camera rearview mirror), the Ram 1500 (camera rearview mirror), the Lexus IS (reverse automatic emergency braking and virtual assistant connectivity) and the Kia K5 (virtual assistant connectivity).
According to Kristin Kolodge, executive director of human machine interface at J.D. Power:
“Genesis and Hyundai demonstrate their innovative prowess in how many emerging technologies they offer and equally important, how well they’re being executed. For the majority of their emerging technologies offered, Genesis and Hyundai owners experience higher satisfaction and lower number of problems compared to their respective segment.”
Tesla Gets an Honorable Mention
Tesla is not eligible for a ranking because it doesn’t allow J.D. Power to survey owners in all 50 states — a requirement for the TXI Study. The electric vehicle manufacturer’s score of 668 is based on responses from owners in 35 states. If Tesla was rank eligible, its score would top Genesis’ to take the lead among all brands. The automaker’s score for 2021 is an improvement from its 2020 TXI score of 593.
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