Nuance end-user survey on voice recognition systems

A recent survey by Nuance Communications showed 8 out of 9 respondents who own speech-enabled in-car systems and navigation devices regularly use the voice-recognition capabilities; 73 percent of respondents plan to recommend the technology to friends and family, and repurchase cars with these capabilities again in the future.

The survey also showed that users of Ford SYNC systems yield the highest scores in customer satisfaction, along with the shortest learning period; 80 percent of SYNC owners also use their hands-free calling daily, and consumer research shows it’s the most popular feature (followed by turn-by-turn navigation assistance).

The survey detailed how customers are using voice recognition systems:

  • Respondents with a Ford SYNC system yielded the highest scores in terms of overall satisfaction compared to users of other systems.
  • Ford SYNC users have a much stronger preference for using voice control, compared to users of other systems, and also boast the shortest learning period.
  • Phone calls and navigation entry top voice-enabled functions. Among respondents who regularly use voice recognition systems, 83 percent always or frequently place calls and respectively 80 percent accept phone calls with voice commands; 76 percent regularly enter an address by voice.
  • Use of voice-enabled systems generally was higher among younger drivers (ages 18 to 29) surveyed. Older drivers (ages 49 and older), however, were more apt to use voice recognition when driving in unknown areas or stressful traffic situations.
  • Reliance on speech-enabled functions increases in particular situations, such as:
    • 50 percent of users like to use voice input when other passengers are in the car, with an 18-percent increase in usage (68 percent) when they are alone.
    • 58 percent of users prefer voice input when driving in familiar areas, but that number jumps to 69 percent in unknown areas.
    • 63 percent of users said they prefer voice input in quiet or normal areas, but the percentage jumps to 71 percent in stressful traffic situations.

Read more here.

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