A recent article in the New York Times discusses Ford’s plummeting fall in user rankings this year, focusing the blame on their new touch screen interface. According to the article, J.D.Power, the auto industry arbiter, dropped Ford’s ranking from 5th to 23rd, and subsidiary Lincoln’s ranking from 8th to 17th place.
J.D.Power acknowledges that both Ford and Lincoln’s fit and finish are excellent. It was the “annoying” behavior of their driver-facing interactive systems that caused their ratings to plummet. Other reviewers concur, as Consumer Reports yanked their “Recommended” rating from Ford’s new 2011 Edge model.
… Digital solutions are so much cheaper and more flexible than mechanical ones that they will eventually come to dominate the entire company. Companies who can master the challenge of software’s unique nature, and particularly of how humans interact with it, will thrive. Ford is learning the opposite lesson.