Lexus Ranks Second in 2024 J.D. Power Tech Experience Study
J.D. Power once again shows Lexus plenty of love via its latest study regarding customer experience revolving around tech features.
Lexus has historically performed incredibly well in a number of J.D. Power studies, and it has also racked up its fair share of awards in 2024 as well – a list that includes nods for quality, dependability, performance, dealership sales, and dealer service thus far. Now, J.D. Power has recognized Lexus for being one of the best automotive brands in the business yet again – this time, in its just-released 2024 U.S. Tech Experience Index (TXI) Study.
In the 2024 TXI Study, Lexus managed to rank second among all automotive brands with a score of 535 out of 1,000 possible points – trailing only Genesis at 584 and beating out the rest of its rivals, not to mention mainstream brands that it doesn’t compete directly with. Each year, the TXI Study aims to measure how effectively brands bring new technologies to market by asking consumers how much they like them, a well as how many problems they’ve experienced while using those features.
To do that, J.D. Power analyzes a total of 40 automotive technologies, which are divided into four categories – convenience; emerging automation; energy and sustainability; and infotainment and connectivity. This year’s TXI Study is based on the responses it collected from 81,926 owners of new 2024 model-year vehicles, who were surveyed after 90 days of ownership. Overall, the latest TXI Study found that while consumers are enjoying certain artificial intelligence-based features like smart climate control, they don’t necessarily find others – such as facial recognition, fingerprint readers, and interior gesture controls – useful at all.
As one might imagine, this latest high ranking bestowed on Lexus from J.D. Power conjured up an interesting discussion in the ClubLexus forums recently, with Freds430 pointing out the reason that brand may have finished behind Genesis. “The amazing thing is their new technology interface has only been around since the 2022 model NX,” they said. “If I had been surveyed maybe they would be #1 instead of #2. Most owners are very satisfied like me. Love the interface in our 2023 NX and 2024 RX. J.D. Power also ranks Lexus #1 in dependability (24 out of 29 years), #1 in customer service, #8 in initial quality, and of course #2 in tech.”
Regardless, it does seem as if automakers have a ways to go in terms of getting consumers to understand and utilize all of this tech, according to chuckNX. “What is interesting is the survey is based on a 1,000 point scale,” they point out. “So if these results are accurate even the highest rated brands show customers are less than 60% satisfied overall. I wonder if this has more to do with the quality of the tech or if most consumers are just challenged by technology in general resulting in more dissatisfaction.”
Photos: Lexus, J.D. Power
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