Posted on April 23, 2012, at 4:00 am
 Mike VanNieuwkuyk Small-car sales in the U.S. market are up by nearly 102,000 units in the first quarter of 2012 vs. the same period a year ago, based on our research. The increase in small-car sales, especially sub-compact deliveries, during the first quarter, may be a direct effect of several key market drivers coming together. Manufacturers’ advances in powertrain technology in addition to automakers enhancing feature content in smaller vehicles have appealed to consumers’ shifting needs. Continue reading ›
Posted on April 18, 2012, at 10:14 am
 The first-quarter of 2012 ended on a strong note for automakers in the U.S. market despite higher gas prices, which began to drop slightly in the past week and in spite of the negative influence of still high unemployment rates. On a seasonally adjusted annual selling basis, the first-quarter selling rate, or SAAR, averaged 11.7 million units for retail and 14.5 million units for total light vehicles—a tempo that was ahead of our earlier retail and total sales forecast.
In fact, the selling pace in the first three months of 2012 outperformed the J.D. Power annual sales forecast for the first time since 2008, when the auto market began slipping into recession, according to Jeff Schuster, senior vice president of forecasting at LMC Automotive.*
Fiat-Chrysler and VW Groups Make First-Quarter Sales Headlines
Two multi-franchise automakers, Fiat-Chrysler and Volkswagen Groups, achieved stellar double-digit sales and share gains in the first quarter of 2012 vs. their results in the same 3-month period a year ago. In addition, two of the four smaller independents, Fuji Heavy Industries’ Subaru brand and Mazda, also posted robust, double-digit year-over-year gains vs. the same period in 2011. Continue reading ›
Posted on April 12, 2012, at 2:00 am
Matthew Racho
We expect this alliance to have a very positive effect for dealers, manufacturers, and our industry. The alliance will allow for increased dealer participation across the U.S., providing deeper penetration into retail transactions across all markets, and enabling more extensive regional and local market analysis.
With over 20 years’ experience . . . Continue Reading Alliance with NADA Provides Key Benefits for Dealers and Automakers
Posted on April 11, 2012, at 11:05 am
 Although more than one-half of India’s vehicle owners with Original Equipment (O.E.) tires rely on roadside mechanics for service if they have a tire-related problem, over one-third (38%) take their vehicles to a retail outlet for tire repair or service, up from just 7% in 2011, according to our 2012 India Original Equipment Tire Customer Satisfaction Index (TCSI) Study.
This shift to service at authorized retail outlets, such as independent tire dealers or the vehicle dealership, reflects an increase in customer demand for better service, facilities and processes. Our O.E. Tire Study measures satisfaction among O.E. tire owners during the first 12 to 24 months of vehicle ownership. Factors evaluated, in order of importance, are: appearance, durability, traction/handling and ride. Continue reading ›
Posted on April 11, 2012, at 5:00 am
 David Sargent The global automotive spotlight was shining brightly on the dozens of new model debuts and more than 1,000 vehicles on display earlier this month at the New York International Auto Show. While some of the vehicles shown in New York had already debuted at previous shows in Los Angeles, Detroit or Geneva, Switzerland, many were seen for the first time by the public.
There was an overall buzz at the Javits Center in New York City about the auto industry rebounding to sales levels last seen before the financial crisis of 2008. J.D. Power’s forecasting alliance partner LMC Automotive expects global light-vehicle sales to increase to 79.2 million in 2012, a 5% increase from 2011. All major regions are expected to post stronger sales in 2012, compared with 2011.
Japan is expected to see strong growth with sales of 4.8 million, up 16% from 2011. Sales in India are expected to reach 3.2 million in 2012, up 11% from 2011, while China’s sales are expected to increase 9% to 19.7 million. Brazil’s sales are expected to grow 1% in 2012 to 3.5 million. In addition, LMC Automotive expects 14.1 million new light vehicles to be sold in the U.S. this year. Continue reading ›
Posted on April 6, 2012, at 6:00 am
David Sargent
This week during the opening ceremonies of the New York International Auto Show, J.D. Power presented plaques to executives from Cadillac and MINI to recognize their strong improvement in the quality, dependability and appeal of their vehicle models and for the dealership experience during the past three years.*
Cadillac was singled . . . Continue Reading Cadillac, MINI Brands Recognized for Outstanding Customer Service
Posted on April 5, 2012, at 6:00 am
 Tim Dunne While light-vehicle sales have been strong in the first quarter of 2012, rising gasoline prices—which averaged $3.92 nationwide at the end of March (according to AAA’s Daily Fuel Gauge Report)—have convinced many consumers to purchase smaller, more fuel-efficient vehicles.
Through the first two months of the year, sales of sub-compact and compact passenger cars have accounted for approximately 25% of all retail sales. Sales of sub-compact vehicles have increased the most, up more than 35% in the first two months of 2012, compared to the same period in 2011.
Yesterday’s sales update with March delivery numbers confirms the trend since sub-compact vehicle sales soared 36.3% and total U.S. new light-vehicle sales reached 1.4 million units, according to LMC Automotive, which is the highest monthly total since 2008, based on analysis from our Power Information Network® (PIN) and LMC Automotive.*
J.D. Power’s John Humphrey, senior vice president of global automotive operations, suggests that higher vehicle sales are obviously welcome news for the U.S. automotive industry and general economy, but he points out that automakers are going to have to closely monitor shifts in segment demand and build accordingly. Continue reading ›
Posted on April 2, 2012, at 7:08 am
High owner satisfaction with new-vehicle tires in the U.S. has a definite positive impact on loyalty to a vehicle brand as well as on dealer loyalty, according to results in our 2012 U.S. Original Equipment Tire Customer Satisfaction Study, which is based on responses from more than 27,000 new-vehicle owners who purchased a 2010 or 2011 model-year vehicle.
When automakers choose better performing tires for their vehicles, they are likely to build greater loyalty for the vehicle brand and increase the potential for future service business at their brand dealerships. Continue reading ›
Posted on March 23, 2012, at 7:49 am
 U.S. new-vehicle sales in the first quarter are likely to end on a particularly strong note, based on an updated monthly auto sales forecast from J.D. Power’s Power Information Network® (PIN) and LMC Automotive.* The retail sales pace is projected to come in at 11.6 million units in the first quarter, with total sales (retail and fleet) set to hit 14.4 million units, which is ahead of the J.D. Power/LMC Automotive 2012 calendar-year forecast of 11.4 million units for retail light-vehicles and 14.1 million units for total light-vehicle deliveries.
Based on the sales performance in the first 15 selling days of the month, March retail new-vehicle sales are projected to reach 1.086 million units, which would be the highest monthly sales volume in more than two and one-half years, and would translate to a seasonally adjusted annual rate (SAAR) of 11.6 million units. Continue reading ›
Posted on March 20, 2012, at 7:00 am
 Gina Pingitore Four automotive nameplates—Cadillac, Jaguar, Lexus and MINI—are among 50 brands that stand out in customer service excellence this year and are recognized as 2012 J.D. Power 2012 Customer Service Champions in the second annual cross-industry special report, “Beyond Satisfaction: Brands that Deliver Service Excellence to Maximize Business Results.”
To be identified as a J.D. Power Customer Service Champion, each of the auto brands had to achieve among the highest customer satisfaction levels in their own industry, as well as across multiple industries, in five key areas (the J.D. Power 5Ps) that include Presentation, Price, Process, Product and People. These drivers of excellence* in customer satisfaction are proven to influence key outcomes during the purchase and post-purchase (vehicle service) experiences.
Service Excellence Hinges More on People than on Price
It’s noteworthy that since the onset of the recession in 2008, the importance of using People to ensure real-time response, personalized service and problem resolution continues to be more important than Price as a driver of satisfaction.While value for the price paid is still important, it’s the service experience delivered by an organization’s people that can truly differentiate a brand and foster customer loyalty and advocacy.
The four auto brands that stand out in customer service this year recognize the importance of People in the service experience. Each provides a level of sales service that is significantly above industry average, as identified in our 2011 Sales Satisfaction Index (SSI) Study. It’s notable that each brand applies less sales pressure than the industry average, while at the same time thoroughly explaining the vehicle’s features to the new owner. Continue reading ›
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