11/25/2021 | Press release | Distributed by Public on 11/24/2021 23:08
Subaru Ranks Highest Overall for Tech Innovation
TOKYO: 25 Nov. 2021 - New vehicles with more features, including advanced technologies, increase competitiveness in Japan, but dealers need to improve their presentation skills to explain these features and thus increase customer satisfaction, according to the J.D. Power 2021 Japan Tech Experience Index (TXI) Study,SM released today. Specifically, when dealers show owners how to use the active driving assistance feature on their new vehicles (which enables the execution of acceleration and steering supports simultaneously), the Execution Index score (owners' evaluations of new features) is 806 points (on a 1,000-point scale), compared with 783 points when dealers do not explain how to use it.
"Having more features on new vehicles makes them more appealing, but knowledge of use is also very important," said Yuji Sasaki, director of research at J.D. Power. "However, the study shows low customer acceptance of these features when dealers do not demonstrate these features. To successfully bring new technologies that are unfamiliar to customers into the market, it is imperative for dealers to provide their staff with training and the tools to improve the explanation of these new features."
The 2021 Japan TXI Study has been redesigned and is based on the redesign of the J.D. Power U.S. Tech Experience Index (TXI) StudySM in 2020. The 2021 Japan TXI Study specifically focuses on the installation of features on new vehicles and owner usage and problems experienced with these features, as well as their intentions to recommend and repurchase, based on 32 features that include advanced technologies such as active driving assistance.
Following are key findings of the 2021 study:
1 These percentages are based on the features installed on owners' new vehicles.
Subaru ranks highest overall in the Innovation Index. Mercedes-Benz ranks highest among luxury brands.
Advanced Technology Award Recipients
The 2021 Japan Tech Experience Index (TXI) Study is based on responses from 19,615 purchasers of new vehicles in the first two to 13 months of ownership. The study was fielded from May through June 2021.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific.
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