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Raffi Festekjian Several major nameplates have performed well in dependability, but still face challenges with customer perceptions of their models’ reliability, when analyzing results from J.D. Power’s 2008 Avoider and VDS Studies* in comparison with the same studies in 2012. Although Buick, Cadillac, Ford, Hyundai and Lincoln have achieved consistently strong levels of . . . Continue Reading Perceived Reliability Still Lags Actual Dependability for Some Brands  Leave a comment  Auto Dealerships, Automotive Marketing, North American Auto Market, OEM, Retail, United States, Vehicle Dependability, Vehicle Quality, Vehicle Sales  automotive, Buick, Cadillac, Customer Perception, Dependability, Ford, Hyundai, Lincoln, New-Vehicle Buyers, Reliability, research, Vehicle Models
 David Sargent During late 2008/early 2009, in the middle of one of the roughest recent economic recessions in the United States,* initial quality of new vehicle models (2009 model-year) was especially strong, based on results in our 2009 Initial Quality Study (IQS). This high initial quality for 2009 models has translated into high levels of vehicle dependability for 2009 models that are now three years old , according to our 2012 Vehicle Dependability Study (VDS). This strong performance is encouraging because it means that the gap between new-vehicle initial quality and long-term dependability continues to narrow. Long-term dependability, as defined by original owners’ evaluations of problem incidence in their three-year-old vehicles**, averages just 132 problems per 100 vehicles (PP100) in 2012 and has improved by 13% from the 2011 average of 151 PP100—which is the lowest problem rate since the study was introduced in 1990. Continue reading › Leave a comment Auto Dealerships, Automotive Marketing, North American Auto Market, OEM, Retail, United States, Vehicle Dependability, Vehicle Quality, Vehicle Sales 2009 Models, 3-Year-Old Vehicles, Brands, Dependability, domestics, Imports, Initial Quality, Owner Evaluations, Recession, Reliability, Wind Noise Three premium nameplates rank highest in long-term dependability, according to our 2012 Vehicle Dependability Study (VDS). At the individual brand level, Lexus ranks highest, receiving a score of 86 PP100, which is an improvement of 21% from 2011. In addition, the Lexus LS has the fewest problems in the industry, with just 72 PP100. . . . Continue Reading Three Premium Brands Rank Highest in Long-Term Dependability Leave a comment Auto Dealerships, Automotive Marketing, Initial Quality, North American Auto Market, OEM, Retail, Uncategorized, United States, Vehicle Dependability, Vehicle Launch, Vehicle Quality Brands, Cadillac, Dependability, Higher Quality, Lexus, Luxury, Mini, Nameplates, Porsche, Premium, Problems, Scion, Toyota
The Japanese automaker’s models with the fewest problems in their respective award segments are: the Lexus ES 350 (in a tie with the Lincoln MKZ); Lexus RX 350; Scion tC; Scion xB; Toyota Prius; Toyota Sienna; Toyota Tundra; and Toyota Yaris. Continue reading › Leave a comment Auto Dealerships, Automotive Marketing, North American Auto Market, OEM, Retail, Uncategorized, United States, Vehicle Dependability, Vehicle Quality Awards, Buick Lucerne, Chevrolet Equinox, Dependability, ES 350, Ford Explorer, Ford Fusion, Ford Mustang, GMC Yukon, Hyundai Genesis, Japanese Automaker, Lexus, Lincoln MKZ, Long-Term, Nissan Frontier, Nissan Murano, Porsche 911, Scion, Scion tC, Scion xB, Segments, Toyota, Toyota Motor Corporation, Toyota Prius, Toyota Sienna, Toyota Tundra, Toyota Yaris, Vehicle Owners  Leslie Cocco Coping with changing government regulations—such as increases in CAFÉ (corporate average fuel economy) standards—and adjusting and aligning OEM production and distribution with a declining number of dealer locations in the US market, were two topics on the minds of automaker and retailer executives during afternoon presentations and a panel discussion at our recent 1-day 2012 International Automotive Roundtable in Las Vegas, NV. Volkswagen of America’s President and CEO Jon Browning touted VW’s global success, claiming that the company was the fastest-growing automaker in the US market in 2011. He attributed VW’s success largely to the company’s marketing efforts, which began with the launch of the new Jetta that is built in Nashville, TN, and continued to be propelled by VW’s popular Super Bowl commercials last Sunday. Browning said VW’s marketing strategy: “Telling human stories with a touch of humor” is a strategy that the company plans to use throughout 2012. In the spirit of the Super Bowl weekend, Browning also showed off some old and new Super Bowl TV commercials, which brought applause from the Roundtable audience. Continue reading › Leave a comment Auto Dealerships, Automotive Forecasting, Automotive Internet, Automotive Marketing, Fuel Efficiency, North American Auto Market, OEM, Retail, Social Media, United States, Vehicle Sales AutoNation, CAFE, Chrysler, Cruze, Dealers, Fiat, Ford, GM, Government Regulations, OEMs, Super Bowl, Synergy, Volkswagen  Aimee Canlas The future of automotive retailing is being shaped by evolving consumer needs and by changing technology, spurred by the increasing adoption of mobile devices in addition to the entry of younger consumers into the market, suggests John Humphrey, J.D. Power’s senior vice president of global automotive operations. Humphrey discussed both opportunities and challenges that will face automotive retailers now and in the future during his global automotive outlook that kicked off our 2012 International Automotive Roundtable held at the Wynn Hotel in Las Vegas last week. He pointed out that the proportion of Generation X and Generation Y vehicle buyers* in the U.S. market has been steadily increasing since 2000, and is expected to reach 42% of the market in 2015. These two demographic groups display characteristics that may make it particularly challenging for dealers to build customer relationships, loyalty and retention. Continue reading › Leave a comment Auto Dealerships, Automotive Forecasting, Automotive Internet, Automotive Marketing, North American Auto Market, OEM, Retail, Social Media, United States, Vehicle Technology, Web Intelligence automotive, Brand, Brand Image, Controls, Cross-Shopping, Dealership Service, Generation X, Generation Y, International, Inventory, New-Vehicle Buyers, New-Vehicle Features, Performance/Price, Post-Sale Information, Price, Retail, Third-Party Automotive Website, Transparency, Treatment by Dealer, US Market January’s final retail new-vehicle sales in the US market totaled 682,171 units, up 5.8% from the same month a year ago, based on analysis from J.D. Power’s Power Information Network® (PIN) in collaboration with LMC Automotive. The year was off to a good start despite the strength of fleet sales gains, J.D. Power and LMC Automotive analysts said. Retail sales in January translated to a seasonally adjusted average rate, or SAAR, of 10.9 million units, up 600,000 units from January 2011, but down 400,000 units from December 2011. Continue reading › Leave a comment Auto Dealerships, Auto Finance, Automotive Forecasting, Fuel Efficiency, North American Auto Market, OEM, PIN, Retail, United States, Vehicle Launch, Vehicle Sales Cash Rebate, Chevrolet Sonic, Chrysler 200, Dealer, Fiat 500, fleet, Price, Redesigned Models, Retail, Retail Turn Rate, SAAR, Scion iQ, Toyota Camry, US Auto Sales  Zeeshan Hasan In our 2011 Sales Satisfaction Index Study (SSI), J.D. Power asks buyers questions about what level of detail they prefer when receiving feature demonstrations during the vehicle delivery process, and how they would like to learn about their new vehicle’s features and controls after they have taken delivery. A majority of buyers (81%) identify that they would prefer a “detailed” or “moderate” explanation at delivery, while only a small portion (19%) indicate that they would prefer a “brief” explanation. This is further demonstrated by the fact that while technology demonstrations add, on average, 5 to 6 minutes to the length of a vehicle delivery, the added demonstration time also improves a buyer’s overall delivery satisfaction by at least 100 points, improving their satisfaction with the thoroughness and timeliness of delivery. Continue reading › 3 comments Auto Dealerships, Automotive Marketing, North American Auto Market, OEM, Sales Experience, United States, Vehicle Design, Vehicle Parts and Service, Vehicle Sales, Vehicle Technology Buyer Demographics, Customer Groups, Customer Support Line, Dealership, Explanation of Controls, Explanation of Features, Feature and Technology Demonstration, Features, New-Car Delivery, New-Vehicle Sales Experience, Online Video, Post-Delivery Learning Options, Technology, Text, Timeliness of Delivery, Video
 Leslie Cocco The global automotive industry, including North America, is better able to keep production in line with demand than in the past, according to John Humphrey, senior vice president and general manager of J.D. Power’s global auto operations. John told participants at our 2012 International Automotive Roundtable today that J.D. Power is largely bullish about the auto market in the near future, projecting global sales of 79.2 million light vehicles in 2012, and rising to 99 million unit sales in 2015. Humphrey stated that more than half (55%) of global auto sales in 2015 are projected to be in emerging markets, and he pointed out that drivers of this growth include the return of sub-prime-credit customers to the market, decreasing credit restrictions, and increasing demand.  John Humphrey Humphrey also said there are risks to this growth: geopolitical tensions in the Mideast Gulf region; the negative impact of the Euro debt crisis; unemployment; the economic slowdown in China; and the lack of infrastructure in emerging markets. Humphrey also discussed the inevitable change in the market in relation to Gen Y consumers. Changes that he mentioned are technology-driven, and relate to the way that young shoppers expect to do their shopping—online, via mobile, and Apps—and the expectations they have for technology in vehicles. A majority, or 79%, of shoppers are going to third-party sites, rather than OEM or dealer sites, which makes brand management and messaging a challenge, he said. Continue reading › Leave a comment Asia Auto Market, Auto Dealerships, Automotive Forecasting, Automotive Marketing, Canada, China, Europe Auto Market, Mexico, North American Auto Market, OEM, United States, Vehicle Production, Vehicle Sales, Vehicle Technology, World Auto Market Apps, Brand Management, China, Dealer websites, Demand, Economic Slowdown in China, Emerging Markets, European Debt Crisis, Future, Gen Y, Global Auto Outlook, Group 1, Hyundai Motor America, Infrastructure, Mobile, OEM Websites, Production, Super Bowl, Technology  Jeremy Bowler Although there was an increase in auto insurance claims in the U.S. during the fourth quarter of 2011 due to weather-related damage—which led to higher volumes at repair shops and longer repair times—overall customer satisfaction with the claims experience remained stable, according to our latest 2012 Auto Claims Satisfaction Study—Wave 1. In fact, overall satisfaction with the claims experience averaged 855 (on a 1,000-point Scale) during the fourth quarter of 2011, based on our sample of more than 3,500 insurance customers who filed an auto claim in the past 6 months.* This compares favorably with an average score of 854 in the third quarter and 848 during the second quarter of 2011. Continue reading › Leave a comment Auto Dealerships, Auto Insurance, North American Auto Market, Service, United States Agency-Based Carrier, Auto Insurer, Auto Repairs, Call Center, Claims Experience, Direct First Notice of Loss, Insurance Claims, Manage Expectations, Online, Personal Interaction, Repair Shops, Service |
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