According to JD Power, 35% of passenger screens have never been activated.
JD Power discovered that 35% of owners with a passenger screen have never used it, and these systems lead to 21.3 issues for every 100 vehicles. Since January 1, Euro NCAP has allocated points for physical controls on nine functions, while a driver distraction warning became compulsory in the EU in July.
One-third of owners who purchased a car with a passenger screen reported that they have never activated it. JD Power's survey, which included 68,084 owners, found that 35% had never turned it on, as reported by InsideEVs. Only 6% use it every time they drive, rather than occasionally or just once during a long journey.
The screens have also generated the highest number of complaints. Infotainment systems equipped with passenger screens were associated with 21.3 problems per 100 vehicles according to JD Power’s research.
Simpler features received higher satisfaction ratings, with smart ignition, climate control, and driver preferences leading to the greatest contentment and fewest issues. Complexity has negatively impacted driver assistance as well; hands-free Level 2+ systems received poorer ratings for experience and execution compared to hands-on Level 2 systems, even though drivers are responsible in both scenarios.
This trend has been acknowledged in Europe for two years, with the direction set before the survey was conducted. Since January 1, Euro NCAP’s protocol has provided points for physical controls over nine functions, including turn signals, hazard lights, horn, wipers, and the eCall button. Matthew Avery from Euro NCAP has labeled the excessive reliance on touchscreens as a widespread industry issue.
The protocol serves as a scoring system rather than a legislative mandate, with those functions contributing five points out of a total of 30 related to driver engagement, while a compliant touchscreen could still achieve a score. Two additional functions—the gear selector and high beam—that had transitioned to screens over the last decade were added to the original five.
Chinese regulators have instructed automakers to prioritize quality improvements over adding new features. Manufacturers are recognizing this issue, with Mercedes CEO Ola Kallenius admitting that the industry may have overstepped.
Regulations have developed concurrently. As of July 7, every new car registered in the EU is required to have a system that monitors the driver for signs of distraction, which was introduced alongside emergency braking systems that detect pedestrians and cyclists.
This represents Europe's response to the problem, mandating a camera that monitors inattentiveness while the rating system rewards the elimination of distractions.
The trend extends beyond screens. In China, millions of electric vehicles are being recalled because the emergency door release is integrated into the trim, raising the same concern that controls have become less accessible.
Published September 3, 2026 - 12:15 am UTC
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