Customer Perception of Road-Induced Structural Feel

Structural feel, or “vehicle feels solidly built” is a subjective measure that traditionally has been assessed by technical experts and executives. Vehicle programs’ timing and viability can be affected by these assessments. Objective measures would improve the vehicle development process. The first step in developing objective measures is to assess whether road-induced structural feel can be sensed by the customer. To this end, an internal drive clinic was conducted and proved to be an effective approach for obtaining customer perception of structural feel. Vehicles that spanned a range of excellent to poor structural feel were chosen by experts as part of the experimental design. The non-expert participants rank-ordered the vehicles’ structural feel performance in the order determined a priori by the experts. Results also indicate that the question “vehicle feels solidly built” is a good overall question for assessing structural feel.