Westlake Village, California – Vehicle owners continue to experience a high number of problems with their factory-installed navigation systems, especially with the routing quality and usability, according to a new study by J.D. Power and Associates.
The study identifies six factors that contribute to overall satisfaction: ease of use, routing, navigation display screen, system speed, voice directions, and voice recognition. The study examines problems per 100 (PP100) with a lower score reflecting higher quality.
Overall, owners experienced 351 PP100 in 2011. The eight most frequently reported issues, which account for more than 50 per cent of the problems reported overall, are address/street/city not found (33 PP100); difficulty inputting destination (32); route provided was not direct (24); difficulty using voice recognition controls (23); map doesn’t show enough street names (21); couldn’t find desired menu/screen (19); map or search was missing points of interest (16); and inability to view screen due to glare (14).
The study found that system usability is one of the biggest contributors to problem incidence, and the trend toward integrating the controls of other systems, such as the audio, climate control or phone functions, only adds to the issues owners experience with ease of use. Among owners who consider their multimedia system’s menu structure overall to be “not at all complex,” the number of navigation system problems experienced was 243 PP100, but among those who said the interface was “very complex,” the number of problems rose to 735 PP100.
The Garmin system in the Dodge Charger ranked highest in owner satisfaction, followed by the Hyundai-Mobis system in the Hyundai Genesis Coupe, and the Garmin system in the Chrysler 300.