Customers continue to report problems with factory-installed vehicle navigation systems

Article by Christian Andrei, on November 28, 2011

J.D. Power and Associates reported this week that consumers still face problems with factory-installed vehicle navigation systems and that manufacturers may not be doing enough to remedy the matter. Spokesman John Tews said that on average, owners of factory-installed navigation systems this year posted 351 problems for each 100 navigation systems, or around 3.5 problems per unit.

Andy Bernhard, director at the company, said that there are no comparable figures from previous years since J.D. Power has changed the way that the survey is conducted.

He forecasts that the problems with the systems will increase due to the rising complexity of the systems. In a statement, Bernhard said that owners continue to demand a high level of technology. It’s now the 13th year that J.D. Power’s U.S. Navigation Usage and Satisfaction Study has been done. This study gauges quality by looking at problems per 100 navigation systems.

It also examines the responses of 18,303 owners who recently purchased or leased new 2011 vehicles with factory-installed navigation systems. The study looks at six factors that contribute to the overall satisfaction with factory-installed navigation systems, namely: ease of use, routing, navigation display screen, speed of system, voice directions and voice recognition.

J.D. Power determined that almost a third of reported problems related to the ease of use. The top complaints related to the ease of use were the inability of the system to find an address/street/city, difficulty inputting a destination, the lack of a direct route and the difficulty of using the system’s voice recognition controls.

Bernhard said for almost a decade, the owners have emphasized how important ease of use is and the results of this study leads to doubts on whether the industry is listening to how owners want to interact with their system.

Topics: technology

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