J.D. Power: EV owners face more tech issues than gas vehicle counterparts; Genesis continues to lead in tech satisfaction

Electric vehicle owners report more problems with new technology than owners of gasoline vehicles, according to a J.D. Power study issued Thursday.

The findings come as automakers launch an assortment of high-tech features on new EVs.

Battery-electric vehicle owners reported 4.2 more problems per 100 vehicles than owners of internal combustion vehicles that — besides powertrain — contain the same technology, according to J.D. Power’s 2023 U.S. Tech Experience Index Study.

* Brand is not rank eligible because it does not meet study award criteria

Interior gesture control proved problematic. EV owners reported 18.4 more problems per 100 vehicles, said Kathleen Rizk, senior director of user experience benchmarking and technology at J.D. Power. The function lets drivers use hand gestures to control vehicle features. For example, drivers can increase radio volume by turning their fingers clockwise or lower it by turning them counterclockwise.

Advanced technologies are more difficult for consumers to use, no matter the vehicle type, Rizk told Automotive News. EV owners, many of whom are first-timers, already grapple with a different ownership experience as they learn to charge and consider battery range.

New technology on top of those learning curves can be overwhelming, she said.

“The perception in the industry is that most BEVs should offer many advanced technologies to compete with high-tech entrants like Tesla,” Rizk said in a statement. “Success will be dependent on those manufacturers that can execute flawlessly, while ensuring the user experience is the same for those who are tech savvy and those who are not.”

Overall satisfaction with advanced technology was high, Rizk said. The industry average was 503 on a 1,000-point scale. J.D. Power considers a score above 500 to be positive, she said. Genesis and Hyundai owners reported the highest satisfaction with advanced technology. Genesis led the ranking for the third consecutive year.

EV owners had positive experiences with plug-and-charge technology, which identifies the vehicle, starts charging when a driver plugs in and automatically issues payment and billing. About three-quarters of EV owners said they wanted plug-and-charge on their next vehicle.

J.D. Power’s 2023 U.S. Initial Quality Study, published in June, found quality issues were 46 percent higher among EVs than gasoline-powered vehicles.

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Genesis, with a score of 656, and Hyundai, at 547, ranked highest. Seven other brands — Cadillac, Lexus, BMW, Kia, Mercedes-Benz, Volvo and GMC — scored above the 503 average.

Mazda ranked last at 394, after Jaguar, Dodge, Chrysler and Mitsubishi. Tesla, Rivian, Lucid and Polestar were excluded from the ranking because J.D. Power lacks data for states that prohibit sales by direct-to-consumer automakers.

The study, fielded from February to May, is based on responses from 82,472 owners of 2023 vehicles who were surveyed 90 days after ownership. About 11 percent of the respondents own BEVs.

The study analyzed 40 automotive technologies in four categories: convenience; emerging automation; energy and sustainability; and infotainment and connectivity.

Genesis tops in tech

Disrupters have a tech edge: New EV entrants, such as Rivian, Lucid and Polestar, were not included in the ranking, but their innovation is outpacing that of traditional automakers, except for Genesis, J.D. Power said.

Biometrics not useful? Biometrics that monitor behavior, such as eye movement, are less problematic than biometrics that monitor physiological characteristics, such as facial recognition, J.D. Power said. Still, most drivers do not consider any biometrics to be useful and do not want them in their next vehicle.

Driver-assist usage declined: Usage of safety and advanced driver-assist systems technology has declined slightly, J.D. Power said. Reliance on reverse automatic emergency braking, safe exit assist and automatic emergency steering decreased. Safety technology is still widely used, J.D. Power said, but even small declines are concerning.

Automakers should “remain diligent on providing a positive customer experience so that trust and perceived feature usefulness are not negatively affected,” the firm said in the statement.