Reliability and Price are Key Priorities for Mexico’s New-Vehicle Owners

Gerardo Gomez

New-vehicle owners in Mexico say the most important reasons for choosing their car or truck are a vehicle’s durability and reliability and its purchase price, according to our 2013 Mexico Vehicle Ownership Satisfaction Study (VOSS). Fuel efficiency is the third most important, according to the study.

The 2013 Mexico VOSS, which is based on responses from 5,497 vehicle owners in major auto markets throughout Mexico, finds that consumers want extra assurance that their vehicle will be dependable. More than one-half (60%) of owners say their 2011 and 2012-model year vehicles are covered by the original manufacturer’s warranty. Another 16% of owners say their vehicle is covered under an extended warranty, and 9% say their vehicle is covered under a pre-paid service agreement.

Price is particularly important to Mexico’s vehicle owners since, on average, the purchase price of a new vehicle may be equal to 1-2 years of disposable household income. In addition, the average annual price of insurance may be high for many consumers in Mexico—sometimes it may be equal to as much as a month’s salary. Continue reading ›

Ownership Costs Most Important in 2013 Brazil VOSS

Jon Sederstrom-Final

Jon Sederstrom

Overall vehicle ownership satisfaction in Brazil averages 733 (on a 1,000-point scale), according to our 2013 Brazil Vehicle Ownership Satisfaction Study (VOSS), and ownership cost satisfaction—which accounts for the highest importance weight in the study’s overall satisfaction index—receives the lowest average score among the four measures that are examined.

The 2013 study, based on evaluations of 8,387 online interviews with new-vehicle owners in the country after 12 to 36 months of ownership, evaluates four measures of satisfaction across the new-vehicle ownership experience. In order of importance, these measures are: ownership costs (42%); service satisfaction (23%); vehicle appeal (19%); and vehicle quality/reliability (16%).

Among all countries in which J.D. Power publishes the Vehicle Ownership Satisfaction Study, owners in Brazil place the most importance on the cost of owning a vehicle. In part, this is due to spending a larger percentage of their income on vehicle service and repairs, fuel, taxes, and insurance. Continue reading ›

Lack of Routine Service Visits Impacts Vehicle Dependability in India

MArora

Mohit Arora

The overall dependability of vehicles (2.5 to 3.5 years old) in India has declined for a second consecutive year, and problems measured across all categories have increased 24% from the previous year, according to our 2013 India Vehicle Dependability Study (VDS).

In a July post on our Global Automotive Blog (GAB), Mohit Arora, executive director of J.D. Power Asia Pacific, pointed out that “an overall decline in vehicle dependability in India may be partly due to the fact that an increased number of vehicles in the country are not covered under extended warranties or service contracts.” He also said owners are not taking in their vehicles for maintenance as often as in the past. Continue reading ›

Maruti Suzuki, Toyota Earn Most Segment Awards in 2013 India VDS

Maruti Suzuki and Toyota each earn two awards for producing models with the fewest problems per 100 vehicles (PP100) in their respective segments, according to the J.D. Power Asia Pacific 2013 India Vehicle Dependability StudySM (VDS). Other nameplates earning segment-level model awards for vehicle dependability are: Honda, Chevrolet and Ford.

Although there are 11 . . . Continue Reading Maruti Suzuki, Toyota Earn Most Segment Awards in 2013 India VDS

Overall Vehicle Dependability in India Dips, Repair Visits Rise

Mohit Arora

Mohit Arora

For a second straight year, overall dependability of vehicles that are 30 to 42 months old in India declines, according to our 2013 India Vehicle Dependability Study (VDS), with a 24% increase in problems across all problem categories and for all models.

The study, now in its sixth year, measures problems experienced by 7,032 original owners in 25 cities who purchased a new vehicle between July 2009 and September 2010. Some 169 different problem symptoms are probed in nine problem categories* to calculate the overall vehicle dependability index.

In 2013, overall vehicle dependability in India averages 280 problems per 100 vehicles (PP100), compared with 225 PP100 in 2012, with a lower score reflecting higher long-term vehicle quality. We should note that the increase in problems this year cannot be attributed to a major increase in one or more of the areas evaluated, nor to all-new models included in the study. Continue reading ›

Building Loyalty, Improving Service are Keys to Satisfaction in Germany’s Auto Market

Mark_Lendrich

Mark Lendrich

In light of a less-than-robust outlook for new-vehicle sales in Germany during the next few years, automakers and dealers need to focus on loyalty, awareness of crucial factors that influence the purchase decision, and they need to improve service business, according to our 2013 Germany Vehicle Ownership Satisfaction Study (VOSS), a collaborative effort with AUTO TEST, the magazine in Germany for readers planning to buy a new car.

In 2013, overall satisfaction among owners of one- to three-year-old vehicles in Germany averages 789 points (on a 1,000-point scale). In the 2013 study, vehicle appeal, which accounts for 27% of the index weight, and ownership costs (25%) are the two key drivers of overall satisfaction. The remaining two factors evaluated and their weights are: vehicle quality and reliability (24%); and service satisfaction (23%). Continue reading ›

British Brands Advance in UK Vehicle Ownership Satisfaction Study

Mark_Lendrich

Mark Lendrich

British automakers have made great strides in the past few years in terms of offering appealing product lines and improved service, which is something they’ve often struggled with in the past. Jaguar, for instance, ranks highest in vehicle ownership satisfaction for a second straight year, according to the 2013 UK Vehicle Ownership Satisfaction Study (VOSS) that is a collaborative effort produced by J.D. Power and What Car?, a website and magazine owned by the Haymarket Media Group in the UK.

In the UK, current forecasts predict that new-vehicle sales will increase nearly 18% during the next five years, according to analysis from our strategic partner LMC Automotive. This puts British brands in a beneficial position to retain current customers and attract new buyers.

The 2013 UK VOSS, which is based on 16,104 online evaluations by original vehicle owners in the UK after an average of two years of ownership, examines customer satisfaction with vehicle and dealer service, based on the evaluation of four key measures. The measures and their weights in the overall index are: vehicle appeal (31%), which includes performance, design, comfort and features; ownership costs (25%), which include fuel consumption, insurance and costs of service/repair; service satisfaction (22%); and vehicle quality and reliability (22%). Continue reading ›

Lexus Remains Highest-Ranking Brand in CSI; GMC Places Highest among Mass-Market Nameplates

Lexus logo Picture 7For a fifth straight year, Lexus ranks highest in overall customer service satisfaction, and is also the highest-performing Premium brand, while GMC earns the highest score among Mass-Market brands, according to the J.D. Power and Associates 2013 Customer Service Index (CSI) Study, SM which is based on responses from 91,000 owners or lessees of one- to three-year-old vehicles who have taken their vehicle to a dealer for maintenance or repair service in the past 6 months.

At the industry level, both Premium and Mass-Market brands improve by 11 index points this year. Although Premium brands receive the highest scores and represent the top 10 brands in the overall industry rankings, some individual Mass-Market brands made strong strides forward this year. For instance, all four General Motors brands perform well: Cadillac ranks second-highest overall and among Premium brands, and among Mass-Market brands, GMC, Buick and Chevrolet are among the four highest-ranking nameplates, along with BMW Group’s Mini. Continue reading ›

Vehicle Dependability Equates to Higher Loyalty

David Sargent

The fewer problems that vehicle owners experience with their vehicle translates to greater loyalty to the brand, according to J.D. Power research. When we combine previous-year results from our U.S. Vehicle Dependability Study (VDS) with actual vehicle trade-in data from our Power Information Network® (PIN), we discover that more than one-half . . . Continue Reading Vehicle Dependability Equates to Higher Loyalty

Toyota Group, GM Models Receive Most Segment-Level VDS Awards

2010 Lexus RX Series  The Toyota Group earns seven segment-level dependability awards in the J.D. Power and Associates 2013 U.S. Vehicle Dependability StudySM (VDS), which is based on responses from owners of 3-year old vehicles (2010 model year). General Motors follows with four segment-level model awards.

Toyota Motor Corp.’s three brands—Toyota, Lexus and Scion—had a total of seven models that received awards for the lowest problems per 100 vehicles (PP100) scores in the 18 award-eligible segments.* One of these models, the Lexus RX, achieves the lowest PP100 score in the industry—57 PP100. This is the first time in the history of the VDS that a crossover or SUV has achieved this distinction, and a 41% improvement in reported problems in comparison to the model’s performance in J.D. Power’s Initial Quality Study (IQS) for 2010. Continue reading ›