Passenger screens rank among new-car tech's most troublesome features

What the study measured

J.D. Power's 2026 U.S. Tech Experience Index is based on responses from 68,084 owners of new 2026 model-year vehicles surveyed after 90 days of ownership. The study was fielded from June 2025 through May 2026 using vehicles registered from March 2025 through February 2026.

The study evaluates 40 technologies across comfort and convenience, connected vehicle, driver assist, electric vehicle, and smart vehicle categories. It combines adoption with owner satisfaction and reported problems, so it measures owner experience rather than crash performance, long-term reliability, or the value of a particular option package.

Passenger screens added problems without broad use

J.D. Power reported 21.3 problems per 100 vehicles for passenger screens, putting them among the study's most troublesome technologies. More than one-third of owners with a passenger screen said they had never tried to use it, while 6% said they used it every time they drove.

A high problem rate or low use in an aggregate study does not mean every passenger display is defective or unnecessary. The result is a reason to test the exact interface, account for included subscriptions, and decide whether the feature adds value for the people who will actually ride in the vehicle.

More automation did not deliver a better experience

Owners gave conventional Level 2 driver-assistance systems better execution and overall-experience scores than more advanced hands-free Level 2+ systems. J.D. Power recorded 14.3 reported problems per 100 vehicles for Level 2 systems and 13.8 for Level 2+, indicating that the satisfaction gap was not simply a difference in problem counts.

NHTSA says Level 2 systems can assist with steering and acceleration or braking, but the driver remains responsible and must stay fully engaged and attentive. The J.D. Power result is an owner-experience comparison, not evidence that one automation level is safer than another.

How shoppers can test technology before buying

• Pair your phone, set a route, adjust climate controls, and change common audio settings during a test drive.
• Ask which features require a subscription, data plan, paired phone, or specific road and weather conditions.
• Have the salesperson demonstrate driver-monitoring alerts and explain when each assistance feature disengages or hands control back.
• Check NHTSA safety ratings and technology definitions separately; an owner-satisfaction score is not a crash-test result.
• Price the vehicle with and without optional technology packages and decide whether the features justify their purchase and repair cost.