Reserarch Company Reports: Acura TL Alpine Navigation System Ranks Highest in Customer Satisfaction

While Pleased With Appearance, Consumers Remain Frustrated With Entering Destinations in Navigation Systems

WESTLAKE VILLAGE, Calif., Nov. 17 -- The Alpine navigation system supplied in the Acura TL ranks highest in customer satisfaction among factory-installed navigation systems, according to the J.D. Power and Associates 2005 Navigation Usage and Satisfaction Study(SM) released today.

The study measures new-vehicle owner satisfaction with factory-installed navigation systems. Six factors contribute to overall customer satisfaction: ease of use, routing, information screen, system speed, system appearance and voice prompts.

For the fifth time in the seven-year history of the study, an Alpine navigation system ranks highest in customer satisfaction. Alpine's system in the Acura TL sets the performance benchmark in the ease of use and information screen factors. Within the satisfaction index, the ease of use factor has the greatest impact on navigation system satisfaction.

"Alpine understands the importance owners place on system usability," said Lawrence Wu, senior director of automotive emerging technologies at J.D. Power and Associates. "Acura TL owners rate the ease of inputting destinations higher than do owners of all other systems."

Consumers are most pleased with the integration of navigation systems into their vehicle. Owners report high levels of satisfaction within the system appearance factor, which also gives factory-installed systems an advantage over portable navigation devices. However, as demand for functionality in factory-installed navigation systems increases, new-vehicle buyers report low levels of satisfaction with the most basic function-inputting destinations. The attribute receives the lowest satisfaction ratings in the 2005 study. Coincidentally, satisfaction with user manual instructions receives the second-lowest attribute satisfaction rating overall.

"Many owners are frustrated with inputting destinations, which can negatively impact their overall satisfaction with the navigation system," said Wu. "The dealer can play a key role in the system ownership experience by giving buyers sufficient instruction on using their navigation systems and informing them about software updates."

The study reveals that real-time traffic information enhancements, which enable consumers to monitor traffic conditions, are highly desired by new- vehicle buyers. These features represent the largest gaps between consumer demand and supply.

"Navigation system owners expect an improved driving experience, and although there are currently two models in the market equipped with the feature, the overall high demand for real-time enhancements is not yet being fulfilled," said Wu. "As suppliers and manufacturers continually develop the enhancements consumers want most, not only will they improve owner perceptions of the value of navigation systems, but they will also have a positive impact on both customer loyalty and system advocacy."

The 2005 Navigation Usage and Satisfaction Study(SM) is based on responses from 11,212 owners who recently purchased or leased new vehicles with factory-installed navigation systems.