If you’ve ever found yourself frustrated, cursing under your breath while navigating through countless menus just to adjust your car’s air conditioning, you’re not alone. In recent years, car manufacturers have been in a tech race, piling more and more features into their vehicles’ infotainment systems. However, this pursuit of innovation has led to growing dissatisfaction among car owners, especially with in-car infotainment.
According to JD Power’s Automotive Performance, Execution and Layout (APEAL) Study, car owner satisfaction has experienced a consecutive year-over-year decline for the first time in 28 years. The overall satisfaction among car owners dropped to 845 on a 1,000-point scale, which is two points lower than the previous year and three points lower than in 2021.
The Shift towards Smartphone-Mirroring Systems
Given the frustrations with native infotainment controls, more car owners are turning away from using their vehicle’s built-in systems. Only 56 percent of owners now prefer their car’s native system to play audio, compared to 70 percent in 2020. Additionally, less than half of the owners find pleasure in using their car’s native controls for navigation, voice recognition, or making phone calls.
This shift has led to the popularity of smartphone-mirroring systems like Apple CarPlay and Android Auto. Surveys indicate that people prefer interacting with the familiar apps on their phones rather than the complex systems created by car manufacturers.
The Rise of Android Automotive with Google Automotive’s Operating System (AAOS)
Interestingly, car owners seem to warm up to native operating systems, as long as they’re developed by Google and not the automaker itself. JD Power found that models equipped with Android Automotive and Google Automotive Services (GAS) scored higher in the infotainment category compared to those without AAOS.
However, there’s a catch. AAOS without GAS received the lowest infotainment scores. GAS encompasses all the apps and services that come with the car when Google is integrated into it, also known as “Google built-in.” Some car manufacturers like Ford, GM, and Volvo have embraced GAS for their vehicles. In contrast, certain Stellantis vehicles use Android Automotive but partner with other tech companies for their app services.
GM’s Bold Move and its Potential Implications
GM made headlines with its bold decision to block access to CarPlay and Android Auto in its future electric vehicle lineup in favor of a native Google infotainment system. If the JD Power survey reflects people’s preference for cars with GAS or Google built-in, this move could potentially work in GM’s favor.
Challenges with Exteriors and Exterior Styling
The APEAL study also reveals that car owners are having trouble with exterior styling. Satisfaction with exterior design experienced a year-over-year decline, signaling that many new car models’ exterior styling failed to impress consumers.
Electric Vehicles Gaining Traction
On the brighter side, electric vehicles (EVs) are closing the gap with gas-powered models in terms of powertrain satisfaction. The top three models in the compact SUV segment, according to JD Power, are all battery-electric vehicles: the Kia EV6, Nissan Ariya, and Mustang Mach-E. BMW’s iX and i4 models also performed exceptionally well in their respective categories.
Tesla’s Performance in the APEAL Study
Tesla continues to rank above average in the APEAL study, indicating overall customer satisfaction. However, the company’s score in 2023 is nine points lower than the previous year when it was first included in the study. Furthermore, satisfaction scores for Tesla have been declining year over year in all 10 factors evaluated by JD Power. It’s worth noting that Tesla is ineligible for JD Power’s award ranking due to its restricted access to owner information in certain states.
Methodology of JD Power’s APEAL Study
JD Power’s APEAL Study is based on responses from 84,555 owners of new 2023 model-year vehicles who were surveyed after 90 days of ownership. The survey was conducted from February through May 2023, covering vehicles registered from November 2022 through February 2023.
Conclusion
The automotive industry is witnessing a shift in consumer preferences regarding in-car infotainment systems. Car owners are becoming increasingly dissatisfied with complex native controls, leading them to opt for smartphone-mirroring solutions like Apple CarPlay and Android Auto. Furthermore, the rise of Android Automotive with Google Automotive’s operating system (AAOS) presents new opportunities for car manufacturers to enhance infotainment satisfaction. However, challenges with exterior styling and the decline in Tesla’s satisfaction scores suggest that continuous improvement and adaptation to consumer preferences are essential for long-term success in the industry.
FAQs
- Why are car owners dissatisfied with in-car infotainment systems?
- Car owners are growing frustrated with in-car infotainment systems due to their complex interfaces and buried controls, making simple tasks like adjusting air conditioning or navigating menus unnecessarily difficult.
- What are smartphone-mirroring systems, and why are they gaining popularity?
- Smartphone-mirroring systems like Apple CarPlay and Android Auto allow users to mirror their phone’s interface onto the car’s display. People prefer these systems because they offer familiar and user-friendly interfaces, making it easier to interact with their favorite apps and services.
- Why do models with Android Automotive and Google Automotive Services (GAS) score higher in infotainment satisfaction?
- Car owners seem to prefer native operating systems if they are developed by Google. Models equipped with Android Automotive and Google Automotive Services (GAS) scored higher in infotainment satisfaction, indicating that Google’s integration enhances user experience.
- What is GM’s strategy regarding infotainment systems, and how might it impact the industry?
- GM has decided to block access to CarPlay and Android Auto in its future EV lineup in favor of a native Google infotainment system. This move could work in GM’s favor if car owners express a preference for cars with Google-built infotainment.
- How are electric vehicles performing in terms of consumer satisfaction?
- Electric vehicles are gaining traction and closing the gap with gas-powered models in terms of powertrain satisfaction. Top-performing battery-electric models like the Kia EV6, Nissan Ariya, and Mustang Mach-E are receiving positive feedback from car owners.
