US Study: 35% of car owners never use the passenger screen

Key highlights:

• 35% of car owners have never used the passenger screen
• Simple tech performs strongly, like smart ignition and intuitive climate control
• Euro NCAP now rewards physical controls for nine functions

Modern cars keep adding screens, smart features and extra automation, but new research in the US suggests more technology doesn’t always mean a better ownership experience. One of the flashiest additions, the passenger screen, appears to be one of the least useful for many car owners.

The 2026 U.S. Tech Experience Index (TXI) study by JD Power highlights a growing divide between what car manufacturers build and what consumers actually want. The study, which surveyed over 68,000 owners, concludes that drivers are most satisfied with simple, invisible technologies that work quietly in the background.

One in three owners never use the passenger screen

JD Power’s 2026 U.S. Tech Experience Index (TXI) found that 35% of car owners with a passenger screen have never used it and only 6% said they use the screen every time they drive.

The findings come from a large survey of 68,084 owners of new 2026 model-year vehicles. JD Power surveyed them after 90 days of ownership, with the study running from June 2025 through May 2026.

Cadillac leads the technology rankings

Cadillac took the top overall position in the 2026 U.S. Tech Experience Index and also led the premium brands, and Hyundai ranked first for innovation for the seventh consecutive year, scoring 524 among mass-market brands. GMC and Kia tied for second, with both recording 470 points.

The scores use a 1,000-point scale.

Also read: Toyota to build next Lexus EV in China with Tesla-style Gigacasting Tech 

Which technologies won the awards?

The 2026 TXI examines 40 automotive technologies across five categories:

• Comfort and convenience
• Connected vehicle
• Driver assist
• Electric vehicle
• Smart vehicle

The smart vehicle category isn’t eligible for awards this year.

These awards show that technology itself isn’t necessarily the problem. Features such as a camera rear-view mirror, phone-based digital key, blind-spot camera, one-pedal driving and an EV charging scheduler can all add useful functionality.

The bigger issue appears to be how much technology manufacturers add, and how they expect drivers and passengers to interact with it.

Simple technology is winning

The features that performed best while driving weren’t necessarily the ones that grabbed attention – Smart ignition, smart climate control and smart driver preferences delivered some of the strongest satisfaction scores while generating relatively few problems.

Smart ignition ranked highest for overall satisfaction and recorded just 2.4 problems per 100 vehicles. 

The message from owners looks fairly simple: technology works best when it quietly makes the car easier to use.

JD Power also found a gap between hands-on and hands-free driver assistance.

SAE Level 2 (L2) systems in the US require drivers to keep their hands on the wheel and eyes on the road, and more advanced Level 2+ (L2+) systems add hands-free capability while the driver remains responsible.

Yet L2 systems scored better for execution and overall experience than L2+ systems.

L2+ systems did record slightly fewer problems, but they failed to deliver a better overall experience.

JD Power’s findings suggest car owners may currently feel more comfortable with technology that clearly assists them rather than systems that are greatly automated.

Europe is already pushing back against touchscreen overload

These concerns aren’t limited to the US. Euro NCAP has been moving in the same direction for the past two years, and its latest scoring framework puts greater emphasis on physical controls.

Since 1 January, Euro NCAP’s protocol has awarded points for physical controls covering nine functions, which include:

• Turn signals
• Hazard lights
• Horn
• Windscreen wipers
• eCall button
• Gear selector
• High beam
• Two other specified functions covered by the protocol

Matthew Avery of Euro NCAP has described excessive touchscreen use as an industry-wide problem and said the scoring system isn’t a law and that a touchscreen can still comply with the requirements and score.

The 9 functions account for 5 of the 30 points in the driver-engagement category and give OEMs a clear incentive to retain physical controls.

Driver distraction warning became mandatory in the EU in July 2026, which puts more pressure on manufacturers to consider how drivers interact with increasingly complex in-car technology.

Chinese regulators have also separately told carmakers to focus on improving quality rather than simply adding more features.