Coming from a 10-year-old vehicle and getting behind the wheel of a 2026 model-year car can be a shock. For better or worse, technology has almost entirely taken over the driving experience. If it’s not an abundance of screens, drivers are confronted with a range of buzzers and beeps from multiple safety systems. The newly released JD Power 2026 U.S. Tech Experience Index (TXI) Study suggests that not all new tech features are enhancing the ownership experience. Specifically, trendy passenger screens received many complaints, while the tech features drivers appreciate often fly under the radar. Here’s what the study’s findings reveal.
Passenger Screens Are Rarely Used
Porsche
The TXI Study shows that passenger-side screens are among the most problematic technologies in new vehicles, with 21.3 problems per 100 vehicles. 35% of owners with a passenger-side screen have never used it, while just 6% use these screens each time the car is driven. In some vehicles with passenger-side screens, those cars had higher rates of overall infotainment problems.
Despite these findings, these screens have found their way into the cars of many luxury brands. Audi, Mercedes-Benz, and Porsche are increasingly adopting them, which allow passengers control and visibility over music and other settings. But many argue that these screens are superfluous, since everyone has their own mobile phone.
Mercedes-AMG
On the other hand, the study shows that inconspicuous technologies are much more appreciated. Features like smart climate control and smart ignition exhibit fewer problems while actually enhancing convenience. Smart climate control, for instance, automatically adjusts the interior temperature to keep occupants comfortable. Another interesting takeaway from the study involves Level 2 driver-assistance tech. Although hands-on systems are not as advanced as Level 2+ hands-free systems, customers actually preferred the experience offered by the former.
“The technology customers value most is often the technology they barely notice because it simply works,” said Doron Hikry, director of customer success at JD Power. “Smart ignition and smart climate control make everyday driving easier without demanding the driver’s attention, while more automation and additional screens don’t necessarily translate into a better experience. For automakers, the opportunity is to prioritize technology that makes driving simpler, not more complicated. The features that solve real problems without adding effort or stress for the driver are the ones resonating most with customers.”
Related: An Industry-First Test Showed Just How Horrendously Distracting Touchscreens Are
Cadillac Leads All Brands
Cadillac
The TXI Study takes into account responses from 68,084 owners of 2026 model-year vehicles after 90 days of ownership. This year’s study was fielded from June 2025 through May 2026. Every brand was given a score out of 1,000 points, based on the level of innovation and execution of their tech features.
Cadillac emerged as the highest-rated brand with 641 points. It was followed by Genesis, BMW, Hyundai, and Lincoln. Interestingly, Tesla and Rivian did not qualify as they do not meet study award criteria. If they had qualified, they’d be the top-ranked brands, as they have scores of 924 and 781, respectively.
Hyundai dominated the mass-market model awards, with three wins in four categories. Features like the phone-based digital key, blind-spot camera, and EV charging scheduler were all appreciated by Hyundai owners. In the premium segment, the BMW iX’s one-pedal driving and the Cadillac Escalade’s rearview mirror helped those models come out on top in their categories.
Why It Matters
Mercedes-Benz
There’s a sense that in-vehicle technologies are starting to detract from rather than enhance the driving experience. Brands like Mercedes-Benz and Volkswagen have already replaced some touch-sensitive controls with conventional physical switches, in response to customer feedback. Audi, which features many new models with passenger-side screens, says it will be going back to simpler interfaces in future models. While all this is happening, major safety bodies have said they’ll penalize brands with overly complex controls for key vehicle functions.
The TXI Study shows that there’s a limit to how useful technology can be. Often, the flashiest features on the showroom floor end up being the most troublesome in daily driving. For automakers, keeping up with competitors is important, but so is maintaining the usability and reliability standards consumers expect.
Related: Audi Is Abandoning Big Screens for a Better Experience