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

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.