Initial Quality in Malaysia Advances for Fourth Straight Year

Malaysia, PenangFor a fourth consecutive year, overall new-vehicle initial quality in Malaysia improves significantly, according to the 2013 Malaysia Initial Quality Study (IQS), based on responses from more than 3,100 new-vehicle buyers during the first two to six months of ownership.*

The 2013 Malaysia IQS findings are encouraging because the automotive market in Malaysia is becoming increasingly competitive with a rising number of new models, which makes it essential for brands to produce high-quality cars and trucks. Continue reading ›

Initial Quality in China Sets New Benchmark; Domestics Improve Significantly

Dr. Mei Songlin

China’s domestic brands are improving their initial vehicle quality and are narrowing the gap with international brands, which is reducing the overall problem rate in China to a record low, according to the 2013 China Initial Quality Study (IQS). At the industry level, overall initial quality averages just 119 problems per 100 vehicles (PP100) in 2013, which represents the lowest number of problems since the study was introduced in 2000.

The 2013 China IQS, which examines problems experienced by new-vehicle owners within the first two to six months of ownership, evaluates two general types of problems: design-related problems, and defects and malfunctions. Some 21,181 owners of new vehicles purchased between October 2012 and June 2013 in 46 major cities were surveyed for the study. The overall initial quality score for 2013 is determined by calculating PP100, where a lower problem incidence rate indicates higher quality. Continue reading ›

J.D. Power Expert Discusses Digital Trends in Shopping for a New Vehicle

Arianne Walker

Arianne Walker

Arianne Walker, senior director of media and marketing solutions at J.D. Power, provided insights from J.D. Power’s latest research on the automotive shopping process during an opening review of “How Digital Living Impacts the Automotive Industry,” at the October J.D. Power Automotive Marketing Roundtable in Las Vegas, NV.

A prior post,  J.D. Power’s Roundtable Speaker Defines “Connected Auto Consumers” summarized Walker’s discussion of shopping trends by generation, statistics about visits to websites, in addition to explaining how AIUs (Automotive Internet Users) access information digitally. Today’s post includes more of Walker’s insight about automotive buyer online research behavior and the roles that social media and video play in the shopping experience. Continue reading ›

Sales Satisfaction Up in Vietnam Market; Test Drive Can Make a Difference

Traffic on Vietnamese StreetOverall satisfaction with the new-vehicle purchase experience at the dealership has improved by 4 points in 2013 to an average 850 points (on a 1,000-point scale) from 846 points in 2012, according to our 2013 Vietnam Sales Satisfaction Index (SSI) Study. Yet, even with this year’s higher satisfaction score, the study finds areas where dealers can improve sales satisfaction, including offering customers a test drive and spending more time with the buyer during the delivery process.

Offering a test drive—which averages 17 minutes in 2013, compared with 19 minutes in 2012 and 21 minutes in 2011—to new-vehicle buyers who visit a dealership in Vietnam can increase customer satisfaction with the sales process, the study finds. Slightly more than one-third (36%) of buyers actually test drive a vehicle. Continue reading ›

A J.D. Power Perspective on Ford’s Dramatic Sales Climb in China

Tim Dunne

Tim Dunne

Although Ford is somewhat of a late bloomer in the China auto market, the Detroit-based automaker is set to outpace major Japanese competitors such as Toyota and Honda Groups in passenger-vehicle sales in the China market this year, according to media reports. The major U.S. automaker still is behind General Motors and Volkswagen Group auto sales in the China market.

A Ford official told Reuters that it is possible the company will sell more than 900,000 units in 2013—including both passenger cars and commercial vehicles—in the world’s largest auto market, mainly due to a stronger product lineup. Small SUVs, including the Ford EcoSport and Kuga, have sold well and a redesigned Focus has been on sale since last year. Continue reading ›

Sales Growth in the Philippines May Hinder New-Vehicle Sales Satisfaction

Mohit Arora

Mohit Arora

Despite the positive news of strong first-half new-vehicle sales gains in the Philippines—one of Southeast Asia’s smaller automotive markets—overall satisfaction with the new-vehicle purchase experience has declined by nine points from 2012, to 846 (on a 1,000-point scale), according to the 2013 Philippines Sales Satisfaction Index (SSI) Study.

All factors measured in the study post lower index scores than in 2012 with the most notable dip being in the salesperson factor. Continue reading ›

New-Vehicle Buyers in Thailand are More Informed Before Showroom Visits

Traffic on Thai StreetNew-vehicle buyers in Thailand use an average of three sources to gather information before visiting a dealership—up from an average of 2.5 sources in 2012, according to the 2013 Thailand Sales Satisfaction Index (SSI) Study. A larger percentage of Thai new-car buyers also use the Internet (45%) than in the previous year (33%).

A few more highlights from this year’s study:

• Overall sales satisfaction averages 904 (on a 1,000-point scale), a 4-point improvement from 2012. Continue reading ›

Labor Day Sales Events Boost August U.S. Light-Vehicle Delivery Totals

Buyer and Dealership ManagerU.S. new light-vehicle sales in August were more robust than anticipated, mainly due to a heady retail sales finish over the Labor Day weekend. Retail sales even outperformed the accurate monthly forecast from J.D. Power’s Power Information Network® (PIN) and strategic partner LMC Automotive, which already had projected one of the strongest sales months in six years.

There was an extra boost from holiday sales, especially on August 31 since Labor Day weekend was counted in August’s sales total as the month ended on a weekend. J.D. Power experts say they are not sure yet how much August sales will pull forward from September results. Total consumer spending on new vehicles in August was the highest on record—reaching $38.5 billion,—mainly due to strong transaction prices and higher sales, according to J.D. Power analysis.

Retail sales in August climbed 17.7% above retail totals in the same month of 2012. The final week of August sales totals (August 26 – Sept. 3) captured nearly 35% of the month’s retail sales volume, according to Dave Cutting, senior manager of North American Forecasting at LMC Automotive. Retail deliveries totaled 1.34 million units and the seasonally adjusted selling pace (SAAR) of 13.8 million was the highest since 2006. Continue reading ›

August U.S. New-Vehicle Sales Move Ahead with Gusto

AIS04 car shopperAugust was another month of stellar new-vehicle sales in the U.S. auto industry. In early reports, all three Detroit-based automakers celebrated double-digit gains at the end of a month that was capped off by the Labor Day sales weekend. The three major Japanese automakers posted even stronger double-digit increases than their U.S. rivals. Nearly all multi-franchise automakers reported better sales in August this year vs. 2012.

Consumers continued to replace their aging vehicles—averaging 11 years old—at a healthy pace that matches a monthly forecast update from J.D. Power’s Power Information Network® (PIN) and strategic partner LMC Automotive. Easier credit terms, including long-term loans and more reasonable lease deals, helped spur sales.

Total sales (retail and fleet) reached 1.5 million units for a selling-day adjusted increase of 12.7% from August 2012—the highest unit sales volume since May 2007. J.D. Power projected that the seasonally adjusted annual selling rate (SAAR) would surpass 16 million, which it did.
Continue reading ›

Certified Used Vehicles are More Attractive to India’s New-Vehicle Buyers

MohitArora

Mohit Arora

Some 13% of new-vehicle buyers in India considered a used vehicle during their shopping process—an increase of 10% over the past three years, according to our 2013 India Sales Satisfaction Index (SSI) Study, which evaluates sales satisfaction among 8,434 new-vehicle owners who purchased their new vehicle between September 2012 and April 2013.

Findings show that more than one-third (37%) of new-vehicle buyers who considered a used vehicle this year indicated using the Internet during their shopping process to find information about vehicle financing, trade-in options and service-related issues.

In contrast, only 27% of new-vehicle owners who only considered new vehicles used the Internet for shopping, primarily to look up vehicle features and specifications. Continue reading ›