DC162 Critique: 2022 Kia Niro EV

David and Jo Lau discuss the five phases of customer experience
with their 2022 Kia Niro EV  (Encounter, Decision, Purchase,
Initial use, and Longitudinal use). Vehicle purchases are often a
negotiation of two or more people's preferences and needs in
domestic situations, and we are delighted to have talked with the
Lau family about their customer journey.
The human-machine interfaces (HMI) in the cockpit are the simple
and effective designs we're used to seeing from Hyundai-Kia
vehicles, and Tim was most impressed with the EV charging
indicators on top of the dashboard that face through the
windshield: three aqua blue lights convey charge status at a
glance, without anyone having to pull out a smart phone. The
driving features a tight suspension with enough torque to avoid
trouble on the highways. David and Jo share their cost per mile
with us as well, which is pleasantly low at current electric
rates in their town. Range anxiety is a very real thing but for
shorter distances, a BEV is suiting them fine.
The Laus are quite pleased with all customer experience phases
except Purchase. Listen for an amusingly exasperating story about
a tired old sales technique that was attempted on them, but they
successfully resisted!


https://www.kia.com/us/en/niro-ev



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