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Voice Recognition Systems a Big Headache for New-Car Buyers

Motor Trend logo Motor Trend 8/31/2014 Erick Ayapana

A few months ago, the folks at J.D. Power released its 2014 Initial Quality Study (IQS), which revealed that vehicle issues reported during the first 90 days of ownership have gone up a bit. The main culprit? Audio, communication, entertainment, and navigation (ACEN) systems found in many cars today. Following up on its IQS findings, the firm this week released its 2014 Multimedia Quality and Satisfaction Study, which further solidifies consumers' frustration toward their vehicle’s infotainment system.

Research

Voice recognitions appear to get most of the flak. J.D. Power says that voice recognition issues accounted for 8.3 problems experienced per 100 vehicles (PP100), an increase from last year when 7.6 PP100 were reported. According to the firm, 63 percent of those customers said their system doesn’t recognize verbal commands, while 44 percent of those surveyed had issues with misinterpreted names or words. A smaller percentage of those surveyed say their systems won’t recognize numbers. 2015 Subaru Outback Interior Center Stack Screen© Provided by MotorTrend 2015 Subaru Outback Interior Center Stack Screen

Customers are also frustrated with Bluetooth connectivity, which is the second-most reported ACEN problem at 5.7 PP100. That number, however, actually went down compared to 2013 when it accounted for 6.3 PP100.

With 70 percent of new-vehicle owners wanting built-in voice recognition, the firm warns that automakers need to step up their game or risk losing buyers.

J.D. Power completed its 2014 Multimedia Quality and Satisfaction Study by surveying 86,118 new-vehicle owners earlier this year. Other tidbits from the survey indicate that 52 percent of those surveyed use iPhones, while 41 percent are Android users. Additionally, steering wheel controls play a big role in overall satisfaction.

Source: J.D. Power

2015 Audi A3 20T Quattro Interior Steering Wheel Buttons 2© Provided by MotorTrend 2015 Audi A3 20T Quattro Interior Steering Wheel Buttons 2
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