These days, having the latest and greatest automotive technology is critical, but making sure the customer uses and enjoys that tech is just as important. To that end, the J.D. Power U.S. Tech Experience Index (TXI) Study looks at how customers evaluate new automotive tech in the latest vehicles, ranking brands on a point-based scale. J.D. Power recently released the findings from its latest 2020 study, showing Cadillac ranked third overall.
“The race never ends to develop ‘must have’ vehicle technologies,” said J.D. Power’s executive director of driver interaction and human machine interface research, Kristin Kolodge. “New technology continues to be a primary factor in the vehicle purchase decision. However, it’s critical for automakers to offer features that owners find intuitive and reliable. The user experience plays a major role in whether an owner will use the technology on a regular basis or abandon it and feel like they wasted their money.”
Now in its fifth year, the J.D. Power TXI study was redesigned for 2020, and focuses on the “most advanced technologies when they are first introduced in the market.”
The findings from this year’s study are based on responses from 82,527 owners of new 2020 model-year vehicles, surveyed after 90 days of ownership.
The study was fielded between February and May of 2020, and looks at the adoption of new technologies for each brand, as well as how much owners enjoy the technologies and any problems experienced. The findings are then calculated on a 1,000-point scale.
The latest 2020 study places Cadillac in third overall behind Volvo in first place and BMW in second, and ahead of Mercedes-Benz in fourth. Cadillac scored 577 points to Volvo’s score of 617, BMW’s score of 583, and Mercedes-Benz’s score of 567. The overall average for the study was 522 points.
Cadillac also placed third among the luxury brands exclusively, where the segment average was 549.
As we’ve covered previously, Cadillac was average in J.D. Power Brand Loyalty study, and managed a second-place finish in J.D. Power Customer Service Study.
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Source: J.D. Power
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