#CustomerExperience

True story: a person this writer knows was recently upsold into a higher-trim version of a popular domestic subcompact crossover, with the selling point being, obviously, the model’s additional plushness and safety features. Once in the driveway, this buyer instantly grew annoyed with the vehicle’s various driver-assist features and, not knowing how to dial them back or cancel them altogether, began the process of finding a buyer.

Dealers and their salespeople have a long way to go in educating the buying public on the industry’s growing list of tech-heavy features; doing so would help boost satisfaction rates for new vehicles. A great number of people have a bone to pick with their car’s driver-assist features, and it may prevent them from sticking with the brand.