Category: AutomotiveMexico

New Brands and Proliferation of Electrified Vehicles Introduce Sales Challenges in Mexico, JD Power Finds 

2026-03-25

jillian.breska

• Electrified vehicle offerings raise expectations across the sales journey
• Mass market brands gain narrow gap in satisfaction
• China brand sales grow, but trust and execution lag

MEXICO CITY: 26 March 2026 —As electrified vehicle offerings grow in Mexico and Chinese brands proliferate throughout the marketplace, new-vehicle buyer expectations around the sales process are evolving. Dealers able to support and educate buyers as they purchase these newer powertrains are driving higher sales satisfaction, according to the JD Power 2026 Mexico Sales Satisfaction Index (SSI) Study,^SM released today. 

Overall, both premium and mass market dealers can improve satisfaction by better understanding buyer needs—the study’s top key performance indicator (KPI) with a 60-point impact. At the same time, buyer perceptions of brand trust shape how these interactions are experienced. Trust in French brands (605 on a 700-point scale), Spanish brands (609) and Chinese brands (616) remains comparatively low, though trust in Chinese and Spanish brands improves this year by 5 and 7 index points, respectively. As Chinese brands continue to expand in the Mexican market, turning this growing interest into stronger buyer satisfaction represents a critical opportunity. 

“Chinese brands are playing an increasingly important role in Mexico’s shift toward hybrid, plug-in hybrid (PHEV) and battery electric vehicles (BEVs),” said Gerardo Gomez, senior director and country manager at JD Power Mexico. “Adoption is growing, particularly among younger buyers, but challenges remain. Limited charging infrastructure and ongoing concerns around trust and perceived quality continue to shape buyer experiences. For dealers, the opportunity lies in supporting customers throughout the sales journey—providing clear guidance on new technologies, ensuring consistent service and simplifying paperwork—to turn interest into sustained sales satisfaction.”

Following are some key findings of the 2026 index: 

• Satisfaction gap shrinks between premium and mass market segments: The sales satisfaction gap between premium (901 on a 1,000-point scale) and mass market (888) segment buyers continues to narrow. Premium brands experience notable year-over-year declines across multiple elements of the delivery process, including with delivering vehicles in perfect condition (88%, ‑5 percentage points); follow-up calls to check vehicle condition (50%, ‑3 pp); post-delivery satisfaction calls (53%, ‑5 pp); and delivering vehicles fully fueled(28%, ‑6 pp). Conversely, mass market brands lead in the study’s top KPI of understanding customer needs and in delivering vehicles in perfect condition. Despite these strengths, a 28-point gap in dealer facility highlights an opportunity for mass market brands to further enhance dealer amenities and improve support for pairing or connecting phones to the Bluetooth system during delivery.
• Buyers of electrified vehicles require greater support across sales journey: Sales satisfaction among new‑vehicle buyers has improved year over year for gas-powered vehicles, while newer powertrain technologies show declining satisfaction, underscoring execution gaps as portfolios electrify and Chinese brands gain market share. Satisfaction with gas-powered vehicles rises to 889 (+4 points from 2025), while hybrids decline to 901 (‑8), BEVs drop to 887 (‑5) and PHEVs fall sharply to 881 (‑21). As electrified vehicle offerings expand, dealers must adapt sales processes, simplify deal paperwork and strengthen delivery execution to better support buyers. Examples include streamlining financing and highlighting available tax exemptions; ensuring vehicles are fully charged at handoff; and guiding buyers through home charging options or demonstrating smart charging features.
• Chinese brands see rising avoidance despite high test drive interest: Study results indicate that 52% of buyers avoid consideration of at least one brand, with avoidance of Chinese brands rising sharply. Among those who avoid a brand, 46% specifically avoid Chinese brands—12 percentage points higher than in 2025—making Chinese-origin vehicles the only sub-origin group to see an increase in avoidance. The top reasons cited by buyers are unreliability (30%), brand reputation (24%) and ratings/reviews (18%). Despite leading in test drive frequency, Chinese brands remain among the lowest in sales satisfaction, highlighting that strong execution matters more than high engagement. 

Index Rankings

GMC ranks highest overall and among premium brands with a score of 918. BMW (916) ranks second and Mercedes-Benz (904) ranks third. 

Toyota ranks highest among mass market brands with a score of 913. Kia (911) ranks second and Ford (901) ranks third. 

The Mexico Sales Satisfaction Index (SSI) Study, now in its 13th year, provides automotive manufacturers and consumers with an objective measure of the satisfaction levels of new-vehicle buyers. The study emphasizes the relevance of the online vehicle shopping experience and examines customer satisfaction with the selling dealer across six measures (listed in order of importance): dealer personnel (28%); delivery process (21%); facility (20%); working out the deal (12%); paperwork (13%); and brand website (5%).

The 2026 study is based on evaluations of new-vehicle buyers in Mexico considering 2024-2026 models, after 1 to 12 months of ownership. The study was fielded from September 2025 through February 2026.

About JD Power

JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. By leveraging unmatched proprietary data, advanced analytics and deep industry expertise, JD Power fuels original equipment manufacturers, retailers, lenders, insurers and partners to enhance their performance.

Since 1968, JD Power has delivered incisive guidance and intelligence about customer interactions with brands and products. To learn more about the company’s business offerings, visit JDPower.com.

Media Relations Contacts

Fabiana Duran; Mexico City; +52 55 1012 0885; [email protected]
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Owners in Mexico Express Higher Emotional Connection with Their New Vehicle, Driven by Hybrids and Premium Brands, JD Power Finds

2025-11-06

jillian.breska

MEXICO CITY: 7 Nov. 2025 — Vehicle owners in Mexico continue to express high emotional attachment to their new vehicles, according to the APEAL (Automotive Performance, Execution and Layout) section of the JD Power 2025 Mexico Vehicle Dependability Study^SM (VDS), released today. The overall APEAL Index score is 900 (on a 1,000-point scale).

“We’re seeing a positive shift in how vehicle owners in Mexico connect with their vehicles, as overall emotional satisfaction continues to rise,” said Gerardo Gomez, senior director and country manager at JD Power de Mexico. “Hybrid vehicles are earning strong appeal scores thanks to their balanced combination of efficiency, driving comfort and powertrain performance. Additionally, premium brands continue to stand out for their technology and infotainment experiences, even as mass market vehicles close the gap in APEAL Index customer satisfaction.” 

The APEAL Index score is calculated by measuring owners’ emotional attachment and level of excitement with their new vehicle across 10 areas, which is represented as an overall index, with a higher score indicating higher satisfaction.

Following are some key findings of the 2025 study:

• Hybrid and BEV owners show strongest emotional connection: The APEAL Index score among hybrid owners is highest (919), surpassing that of internal combustion engine (ICE) vehicle owners (900) and plug-in hybrid/battery electric vehicle (BEV) owners (905). Strengths of hybrids include driving comfort, powertrain performance and safety, while BEV owners indicate that driving dynamics and interior quality tend to be lacking compared with offerings on vehicles with other fuel types.
• Stronger APEAL scores drive greater brand loyalty: Repurchase intent among vehicle owners rises sharply as APEAL scores increase. Owners who say they will repurchase the same brand have an average APEAL Index score of 935, compared with 820 among those who say they will not repurchase the same brand.
• Premium vehicles maintain key satisfaction advantages despite narrowing gap: The APEAL Index segment average score gap between premium (912) and mass market (900) brands has narrowed to just 12 points. Premium brands still lead in key areas such as powertrain (+19 points) and infotainment (+27). However, this year’s highest-ranked mass market brand outscored the top premium brand, with scores of 930 and 920, respectively.

Highest-Rankings Brands

BMW ranks highest in APEAL among premium brands with a score of 920. Merecedes-Benz (914) ranks second. The segment average is 912.

Honda ranks highest in APEAL among mass market brands with a score of 930. Mazda (921) ranks second and Toyota (915) ranks third.

The APEAL section of the 2025 Mexico Vehicle Dependability Study is based on responses from 8,543 original owners of 2022 to 2024 model-year vehicles. The factors used to calculate the overall APEAL Index score are (in order of importance): powertrain; driving feel; keeping you safe; fuel economy; driving comfort; exterior; getting in and out; setting up and starting; infotainment; and interior. The study was fielded from November 2024 through August 2025.

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://mexico.jdpower.com/.

Media Relations Contacts
Fabiana Duran; Mexico City; +52 55 1012 0885;  [email protected]
Joe LaMuraglia, JD Power; East Coast; +1 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules http://www.jdpower.com/business/about-us/press-release-info

 

Gen Z Owners in Mexico Report Most Vehicle Issues; Hybrids Outperform ICE Vehicles, JD Power Finds 

2025-11-06

jillian.breska

MEXICO CITY: 7 Nov. 2025 — Vehicle owners in Mexico report an average of 229 problems per 100 vehicles (PP100), according to the JD Power 2025 Mexico Vehicle Dependability Study^SM (VDS), released today. The study highlights notable differences across generations, vehicle origins, and powertrain types. Gen Z¹ owners report the highest number of problems, while hybrid vehicles demonstrate the strongest performance in dependability, particularly in areas such as driving experience and powertrain.

Now in its 11th year, the study measures problems by original owners of vehicles in Mexico after 12-36 months of ownership. The study examines 184 specific problem areas across nine major vehicle categories: exterior; driving experience; features/controls/displays (FCD); driving assistance; infotainment; seats; climate; interior; and powertrain. Overall dependability is determined by the number of problems experienced per 100 vehicles, with a lower score reflecting higher quality.

“While the top problems vary by generation, Gen Z customers expect more from their vehicle in terms of technology, as the top issue among this age group is a lack of power plugs/USB ports in the vehicle,” said Gerardo Gomez, senior director and country manager at JD Power de Mexico. “Another key finding is that hybrid vehicles continue to stand out among other powertrain types for lower problems experienced in key areas such as driving experience and powertrain, helping to fuel growing consumer interest and demand for the technology.” 

Following are some key findings of the 2025 study: 

• Gen Z owners more vocal: Nearly three-fourths (72%) of Gen Z customers say they have experienced at least one problem with their vehicle, the highest proportion of any generational group. Problems among Gen Z owners have climbed to a record high of 307 PP100 and is the only generational group to experience problems above the industry average of 229 PP100.
• More problems with Chinese- and U.S.-made vehicles: Owners of vehicles manufactured in China and the U.S. experience the highest number of problems (251 PP100 and 249 PP100, respectively). In contrast, vehicles built in Japan have the fewest problems. Notably, Asian brands—especially those from China and Japan—continue to have higher numbers of infotainment-related problems, highlighting technology performance as a key area for improvement. Chinese brands also have lower loyalty rates, with only 32% of customers indicating they would repurchase the same brand.
• Hybrids outperform ICE vehicles: Hybrid vehicles continue to attract strong consumer interest, while the industry still faces challenges in improving consumer understanding of fully electric vehicles and the steps needed to support broader adoption. Compared with other powertrain types, hybrids show better performance across a variety of key metrics, including the lowest PP100 at 196 and the highest share of repurchase intent among customers (60%). In contrast, internal combustion engine (ICE) vehicles lag with more problems (229 PP100) and weaker repurchase intent (47%).

Highest-Rankings Brands

Mercedes-Benz ranks highest in vehicle dependability among premium brands for a third consecutive year, with a score of 162 PP100. The segment average is 227 PP100.

Peugeot ranks highest in vehicle dependability among mass market brands with 126 PP100. SEAT ranks second (168 PP100) and JAC (171 PP100) ranks third.

Segment Awards

Listed below are the highest-ranked models in each segment.

Entry Sub-Compact: Nissan March 

Upper Sub-Compact: Volkswagen Polo 

Compact: Toyota Prius

Entry SUV: Volkswagen Taos 

Crossover: Volkswagen Taigun 

Compact SUV: Toyota RAV4 

The 2025 Mexico Vehicle Dependability Study is based on responses from 9,027 original owners of 2022 to 2024 model-year vehicles. The study was fielded from November 2024 through August 2025.

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://mexico.jdpower.com/.

Media Relations Contacts
Fabiana Duran, Mexico City; +52 55 1012 0885; [email protected]
Joe LaMuraglia, JD Power; East Coast; +1 714-621-6224; [email protected]

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.

 

Chinese Automotive Brands Lag in Customer Trust and Service Satisfaction in Mexico, JD Power Finds

2025-09-25

jillian.breska

MEXICO CITY: 26 Sept. 2025 — For vehicle owners in Mexico this year, the expected quality of service at franchised dealerships continues to play a key role in loyalty, retention and future brand selection. However, a segment of that service market has yet to reach parity. The emerging Chinese automotive brands—still navigating their early stages in this market—are working to understand the drivers of customer service satisfaction. According to the JD Power 2025 Mexico Customer Service Index (CSI) Study,SM released today, service performance remains a critical differentiator, with Chinese-branded dealerships continuing to trail competitors in areas such as customer trust and perceived service quality.

Overall service satisfaction among mass market brands reaches 884 (on a 1,000-point scale), compared with 903 for premium brands. The 19-point gap highlights continued advancement, as mass market brands enhance their dealership service experiences. Trust in the servicing dealer among mass market customers, measured by seven attributes comprising the Trust Index, is 619 (on a 700-point scale), just six points below the score for premium vehicle owners (625).

“Dealer service is where brand promises to customers are either kept or broken, and Chinese brands overall are still working to earn that customer trust,” said Gerardo Gomez, senior director and country manager at JD Power de Mexico. “To close the gap, those dealers must focus on honest communication, promptly owning and correcting any mistakes, and consistently deliver the technical expertise that builds customer confidence with every visit. Additionally, enhancing amenities like wireless internet access in the waiting area and improving customer greeting practices should be prioritized. Historically, Japanese brands have set the benchmark by consistently delivering on such service aspects.” 

Following are some additional key findings of the 2025 study:

• Service satisfaction is highest among hybrid vehicle owners: In a positive sign for the burgeoning hybrid market in Mexico, overall satisfaction with dealer service is highest among hybrid vehicle owners (909), driven by strong performance in service initiation and advisor interaction. Service satisfaction among owners of plug-in hybrid (887), electric (887) and gasoline-powered vehicles (883) is lower, with gasoline vehicles trailing all alternative powertrain types.
• Owners of Chinese-branded vehicles spend less on service, experience lower satisfaction and have less loyalty: Owners of Chinese-branded vehicles report the lowest dealer service spending among all brand origins. However, this lower cost does not correlate with higher satisfaction: overall satisfaction among these owners is 827, which is 58 points below the industry average (885). Additionally, only 49% of these owners say they intend to return to the dealership for paid service — the lowest service loyalty rate across all brand origins and 13 percentage points below the average.
• Fix it right the first time—and own it when a mistake is made: Satisfaction among nearly all (97%) service customers who say their service was completed correctly the first time is 887, but satisfaction among the remaining 3% is much lower often due to issues like undiagnosed problems (29%) or unavailable parts (26%). The dealer response plays a critical role, as satisfaction rebounds the most (to 864) when issues are resolved immediately, but drops when problems are denied, affecting nearly one in four customers. Fixing it right the first time also drives customer loyalty, as 63% of customers say they would return for paid work versus only 28% who say the same when service isn’t done correctly.
• Servicing at the selling dealership drives higher customer satisfaction and trust: Among customers who service their vehicle at the selling dealership, satisfaction and trust levels are notably higher than among customers who take their vehicle to a non-selling dealership. This results in a 45-point advantage in the Customer Service Index score (890) and a 34-point lead in the Trust Index (623), compared with those who visit non-selling dealerships. Additionally, 88% of customers return to the selling dealership for future service—often due to lower out-of-pocket costs. Specifically, 59% say they did not pay for service at the selling dealership, compared with 41% at non-selling dealerships. While first-time repair quality is consistent across both dealer types, 92% of customers of selling dealerships say their vehicle was ready as promised—9 percentage points higher than those who use non-selling dealerships.

Highest-Ranking Brands

GMC ranks highest in the premium segment with a score of 913. Mercedes-Benz (906) ranks second and BMW (905) third.

Honda ranks highest in the mass market segment with a score of 914. Nissan (905) ranks second and Mazda (902) third. 

Now in its 10th year, the Mexico Customer Service Index (CSI) Study is a comprehensive analysis of the service experience among owners of one- to three-year-old vehicles and evaluates customer satisfaction with their authorized dealer by examining five key measures (in order of importance): service quality (31%); service facility (20%); service initiation (18%); service advisor (17%); and vehicle pick-up (15%). 

This year’s study is based on the evaluations of 6,683 new-vehicle owners of 2022, 2023 or 2024 model-year vehicles who took their vehicle for service to an authorized dealer facility in the past 12 months. The study was fielded from November 2024 through July 2025.         

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit jdpower.com/business. 

Media Relations Contacts
Fabiana Duran; Mexico City; +52 55 1012 0885; [email protected]
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules: https://www.jdpower.com/business/about-us/press-release-info

 

Owners of Alternative Powertrain Vehicles Have Higher Sales Satisfaction in Mexico, JD Power Finds

2025-04-04

MEXICO CITY: 27 March 2025 — While alternative powertrain vehicles are not gaining market share quickly in Mexico, satisfaction among buyers of battery electric vehicles (BEVs), hybrids and plug-in electric vehicles (PHEVs) is higher than among buyers of gas-powered vehicles, according to the JD Power 2025 Mexico Sales Satisfaction Index (SSI) Study,SM released today. Satisfaction among owners of hybrids (909 on a 1,000-point scale), PHEVs (902) and BEVs (892) exceeds that gas-powered vehicle owners (885).

Also, new-vehicle buyers in both the premium and mass market segments in Mexico express lower satisfaction with dealer facilities, highlighting the need for brands to prioritize the quality of the products they offer at dealerships. Overall sales satisfaction in the premium segment is 911 and in the mass market segment it is 885. The two largest gaps in satisfaction are in facility (+44 points) and brand website (+26), with premium buyers having higher satisfaction in both areas.

“Visiting a dealership remains a critical part of the car-buying journey, as nearly all shoppers make such a visit,” said Gerardo Gomez, senior director and country manager at JD Power Mexico. “In order to bring more customers into the fold, brands should particularly focus on improving the quality of amenities offered at the dealership, such as complimentary beverages and wireless internet access. This is especially true for Chinese brands, for which shoppers have lower satisfaction with dealer activities like the test drive and have a lower level of trust in the dealership.”

Offering a satisfactory sales experience is perhaps most imperative for Chinese brands, which continue to permeate the new-vehicle market in Mexico and pique shopper interest. This year’s study includes data from seven Chinese brands, which is more than ever before. However, 34% of buyers say they avoid Chinese brands due to reliability, brand reputation and ratings/reviews.

Following are some key findings of the 2025 study:

• Gen Z1 buyers need more education and simpler explanations about leasing: A knowledge gap exists among Gen Z buyers when it comes to leasing, with 15% being unaware of what leasing is and 13% finding it too complicated to understand. “Concerns about ownership are common among younger buyers, as a number of them view leasing as expensive,” Gomez said. “This presents an opportunity for dealers to better inform Gen Z buyers about leasing options. Addressing such issues could improve leasing business.”
• Customers least satisfied with dealer facilities: Dealer facilities rank lowest in satisfaction among both premium (899) and mass market (855) customers, indicating an opportunity to improve dealership experiences. The most significant difference is in the quality of amenities offered, such as a children’s play area and complimentary beverages. This suggests that premium dealerships offer noticeably better customer comforts—a clear opportunity for mass market brands to improve. When no amenities are offered, satisfaction among mass market customers drops significantly (-98 points) from premium customers, showing the importance of investing in this process.
• Untapped potential with smartphone apps: Encouraging smartphone app adoption can be a strategic move for brands, as the positive correlation between app usage and satisfaction suggests that apps boost the user experience, especially for tech-heavy vehicles. Among those who say they use a brand’s app “more than half of the time,” satisfaction is 909 compared with 859 among those who have never used it. However, while app usage increases among younger generations, there’s still hesitation, even among Gen Z, indicating potential barriers like app complexity or limited perceived value. Gen X (41%) and Gen Y (37%) show higher engagement, whereas 35% of Gen Z customers use the app more than half of the time.
• Gen Z customers most satisfied with—and most trusting of—dealers: Among all generations, Gen Z customers have the highest overall sales satisfaction (899), followed by Gen Y (886) and Boomers (886). Gen Z is also the most trusting generational cohort (642 on a 700-point scale), as they have the least amount of experience buying a vehicle, so it is natural for them to trust the dealership more. Conversely, Gen X customers trust dealerships the least (618), particularly when it comes to putting the interests of customers first and being easy to do business with.

Study Rankings

BMW ranks highest among premium brands with a score of 915. Audi (914) ranks second.

Dodge ranks highest overall and among mass market brands with a score of 918. Ford (914) ranks second, while Kia (899) and Toyota (899) each rank third in a tie.

The Mexico Sales Satisfaction Index (SSI) Study, now in its 12th year, provides automotive manufacturers and consumers with an objective measure of the satisfaction levels of new-vehicle buyers. The study emphasizes the relevance of the online vehicle shopping experience and examines customer satisfaction with the selling dealer across six measures (listed in order of importance): dealer personnel (28%); delivery process (21%); facility (20%); working out the deal (12%); paperwork (13%); and brand website (5%).

The study is based on evaluations of new-vehicle buyers in Mexico considering 2023-2025 models, after one to 12 months of ownership. The study was fielded September 2024 through February 2025.

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://mexico.jdpower.com/.

Media Relations Contacts
Fabiana Duran; Mexico City; +52 55 1012 0885; [email protected]
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

1JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.

 

Owners in Mexico Maintain Strong Emotional Attachments to Their Vehicles, JD Power Finds

2024-11-06

jillian.breska

MEXICO CITY: 8 Nov. 2024 — Despite a dip in emotional satisfaction this year, owners in Mexico maintain stronger emotional attachments to their vehicles compared with owners in the United States and Canada, according to the APEAL (Automotive Performance, Execution and Layout) section of the JD Power 2024 Mexico Vehicle Dependability Study^SM (VDS), released today. The overall APEAL Index score is 889 (on a 1,000-point scale), which is 42 points higher than the index score for the United States and 185 points higher than the index score for Canada.

“Satisfaction among owners in both the premium and mass market segments has dropped year over year across all APEAL categories, particularly with comfort and fuel economy,” said Gerardo Gomez, senior director and country manager at JD Power de Mexico. “However, this is largely because modern vehicles—even base models—come packed with technologies that can either malfunction or be difficult to use. Despite these declines, owners still very much appreciate and enjoy their vehicles overall.”

The APEAL Index score is calculated by the owner’s emotional attachment and level of excitement across 10 areas and combined into an overall index, with a higher score indicating higher satisfaction.

Following are some key findings of the 2024 study:

• Improved dealer service experience can boost emotional satisfaction: When examining data from the JD Power Mexico Customer Service Index (CSI) Study,^SM brands that provide a better dealer service experience also enjoy higher emotional satisfaction among customers, underscoring the importance of enhancing service standards and processes. Japanese brands (899) and South Korean brands (896) rank higher in emotional satisfaction while simultaneously offering an exceptional dealer service experience. Conversely, Chinese brands (812) lag in both areas.
• Electrified vehicles draw more emotional satisfaction from owners: Satisfaction among owners of hybrid, plug-in hybrid and battery electric vehicles is 30 points higher (918) than satisfaction among owners of gas- or diesel-powered vehicles. Satisfaction is higher among owners of electrified vehicles than owners of gas/diesel vehicles in key categories such as fuel economy (+51 points); infotainment (+37); engine/motor (+35); safety (+34); and driving feel (+30).

Highest-Rankings Brands

Mercedes-Benz ranks highest in APEAL among premium brands with a score of 932.

Toyota ranks highest in APEAL among mass market brands with a score of 907. Honda (905) ranks second and Mazda (902) ranks third.

The APEAL section of the 2024 Mexico Vehicle Dependability Study is based on responses from 6,740 original owners of 2021 to 2023 model-year vehicles. The factors used to calculate the overall APEAL Index score are: powertrain; driving feel; keeping you safe; fuel economy; driving comfort; exterior; getting in and out; setting up and starting; infotainment; and interior. The study was fielded from November 2023 through August 2024.

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://mexico.jdpower.com/.

Media Relations Contacts
Fabiana Duran; Mexico City; +52 55 1012 0885; [email protected]
Geno Effler, JD Power; U.S.A.; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

Los propietarios en México mantienen fuerte apego emocional con sus vehículos, según JD Power

1970-01-01

jillian.breska

CIUDAD DE MÉXICO: 8 de noviembre de 2024 — A pesar de una caída en la satisfacción emocional este año, los propietarios en México mantienen vínculos emocionales más fuertes con sus vehículos en comparación con los propietarios en Estados Unidos y Canadá, de acuerdo con el estudio Diseño y Desempeño Automotriz 2024 (APEAL) sección del Estudio de Calidad y Confiabilidad de Vehículo^SM(VDS) México 2024, publicado hoy. El índice general de APEAL es de 889 (en una escala de 1,000 puntos), que es 42 puntos más alto que el índice de Estados Unidos y 185 puntos más alto que el índice de Canadá.

“La satisfacción entre los propietarios de ambos segmentos, tanto de lujo como de volumen ha caído año tras año en todas las categorías de APEAL, particularmente con el confort y el ahorro de combustible”. dijo Gerardo Gómez, director general de JD Power de México. “Sin embargo, esto se debe en gran medida a que los vehículos modernos, incluso los modelos básicos, vienen equipados con tecnologías que pueden tener algún mal funcionamiento o ser difíciles de usar. A pesar de estos descensos, los propietarios siguen apreciando y disfrutando mucho sus vehículos en general”.

La puntuación del Índice APEAL se calcula según el apego emocional y el nivel de entusiasmo del propietario en 10 áreas y se combina en un índice general, donde una puntuación más alta indica una mayor satisfacción.

A continuación, algunos elementos clave para el estudio 2024:

• Una mejor experiencia de servicio del distribuidor puede aumentar la satisfacción emocional: Al examinar los datos de JD Power México en el Estudio del Índice de Satisfacción del Cliente ^SM (CSI), Las marcas que brindan una mejor experiencia de servicio en el distribuidor también gozan de una mayor satisfacción emocional entre sus clientes, subrayando la importancia de mejorar los procesos y estándares de servicio. Las marcas japonesas (899) y las surcoreanas (896) ocupan un lugar más alto en satisfacción emocional y, al mismo tiempo, ofrecen una experiencia excepcional de servicio en el distribuidor. Por el contrario, las marcas chinas (812) están rezagadas en ambas áreas.
• Los vehículos eléctricos generan más satisfacción emocional en sus propietarios: La satisfacción entre los propietarios de vehículos híbridos, híbridos enchufables y eléctricos es 30 puntos mayor (918) a la satisfacción entre los propietarios de vehículos de gasolina o diésel. La satisfacción es mayor entre los propietarios de vehículos electrificados que entre los propietarios de vehículos de gas/diésel en categorías clave como la economía de combustible (+51 puntos); infoentretenimiento (+37); motor y transmisión (+35); seguridad (+34); y sensación de manejo (+30).

Marcas mejor evaluadas

Mercedes-Benz ocupa el puesto más alto en APEAL entre las marcas de lujo con una puntuación de 932.

Toyota ocupa el puesto más alto en APEAL entre las marcas de volumen con una puntuación de 907. Honda (905) ocupa el segundo lugar y Mazda (902) el tercero.

La sección APEAL del Estudio de Calidad y Confiabilidad del Vehículo (VDS) México 2024 se basa en las respuestas de 6,740 dueños de vehículos de años modelo 2021 a 2023. Los factores utilizados para calcular la puntuación general del Índice APEAL son: motor y transmisión; sensación de manejo; seguridad; economía de combustible; comodidad de manejo; exterior; ingresar y salir del vehículo; configuración y arranque; infoentretenimiento; e interior. El estudio se llevó a cabo de noviembre 2023 hasta agosto 2024.

Acerca de JD Power
JD Power es un líder mundial en datos y análisis de la industria automotriz, y proporciona inteligencia de la industria, conocimientos del consumidor y soluciones de asesoramiento a la industria automotriz y a industrias no automotrices seleccionadas. JD Power aprovecha sus amplios conjuntos de datos patentados y capacidades de software combinadas con herramientas avanzadas de análisis e inteligencia artificial para ayudar a sus clientes a optimizar el rendimiento comercial.

JD Power fue fundada en 1968 y tiene oficinas en América del Norte, Europa y Asia Pacífico. Para obtener más información sobre las ofertas comerciales de la empresa, visite https://mexico.jdpower.com/.

Contactos de relaciones con los medios
Fabiana Duran; Ciudad de México; +52 55 1012 0885; [email protected]
Geno Effler, JD Power; U.S.A.; 714-621-6224; [email protected]

Acerca de JD Power y las reglas de publicidad/promoción www.jdpower.com/business/about-us/press-release-info

 

Electrified Vehicle Options in Mexico Less Problematic Than Gas Counterparts, JD Power Finds

2024-11-06

jillian.breska

MEXICO CITY: 8 Nov. 2024 — While the average amount of vehicle problems in Mexico remains nearly unchanged from a year ago, owners of compact vehicles experience the largest number of problems this year, according to the JD Power 2024 Mexico Vehicle Dependability Study^SM (VDS), released today. The study shows an overall industry average of 214 problems per 100 vehicles (PP100), while the entry sub-compact segment sees a record-high 263 PP100. Compact (222 PP100) and upper sub-compact (218 PP100) vehicles also have an elevated number of problems.

“Despite more problems in some segments, the overall quality of vehicles manufactured in Mexico is now on par with North American levels of quality, as these vehicles require less frequent replacement of key components such as spark plugs and engine air filters,” said Gerardo Gomez, senior director and country manager at JD Power de Mexico. “Additionally, electrified vehicles are giving owners fewer problems this year, which should help ease consumer concerns about reliability.”

The study, now in its 10th year, measures problems experienced during the past 12 months by original owners of vehicles in Mexico after 12-36 months of ownership. The study examines 184 specific problem areas across nine major vehicle categories: exterior; driving experience; features/controls/displays (FCD); driving assistance; infotainment; seats; climate; interior; and powertrain. Overall dependability is determined by the number of problems experienced per 100 vehicles, with a lower score reflecting higher quality.

Following are some key findings of the 2024 study: 

• Electrified vehicle options less problematic than gas/diesel counterparts: Owners of plug-in hybrid, hybrid and battery electric vehicles had 53 fewer problems (162 PP100) than owners of gasoline- or diesel-powered vehicles. The largest discrepancy exists within the powertrain category, with owners of gasoline/diesel vehicles experiencing twice as many problems (22 PP100) than owners of electrified vehicles (11 PP100). Furthermore, powertrain problems are considered the most severe by vehicle owners, despite occurring less often than infotainment problems, for example. 
• Problems among Gen Z¹ owners reach record high: Gen Z owners had a record-high 284 PP100, an increase of 71 PP100 from 2023. Meanwhile, Gen Y (201 PP100), Gen X (169 PP100) and Boomers (166 PP100) had fewer problems year over year. Infotainment is the most problematic vehicle category across all generational groups, with Gen Z owners having the most problems (48 PP100). Driving assistance is the least problematic category across all generations. “Because Gen Z owners represent the future of the auto industry, automakers would be wise to reassess whether their vehicles are meeting the unique desires and needs of this generation,” Gomez said.

Highest-Rankings Brands

Mercedes-Benz ranks highest in vehicle dependability among premium brands for a second consecutive year, with a score of 138 PP100.

Mitsubishi ranks highest in vehicle dependability among mass market brands with a score of 159 PP100. Fiat ranks second (176 PP100) and Ford (177 PP100) ranks third.

Segment Awards

Listed below are the highest-ranked models in each segment.

Compact: Toyota Prius

Entry Sub-Compact: Fiat Mobi 

Crossover: SEAT Arona

Compact SUV: Hyundai Tucson 

Entry SUV: Chevrolet Tracker 

Upper Sub-Compact: Nissan Versa 

The 2024 Mexico Vehicle Dependability Study is based on responses from 7,169 original owners of 2021 to 2023 model-year vehicles. The study was fielded from November 2023 through August 2024.

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://mexico.jdpower.com/.

Media Relations Contacts
Fabiana Duran; Mexico City; +52 55 1012 0885; [email protected]
Geno Effler, JD Power; U.S.A.; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.

 

En Mexico, los vehículos eléctricos son menos problemáticos que los de gasolina, según JD Power

1970-01-01

jillian.breska

CIUDAD DE MÉXICO: 8 de noviembre de 2024 — Si bien la cantidad promedio de problemas de los vehículos en México se mantiene casi sin cambios desde hace un año, los propietarios de vehículos compactos experimentan la mayor cantidad de problemas este año, según el Estudio de Calidad y Confiabilidad del Vehículo (VDS) México 2024 de JD Power^SM , publicado hoy. El estudio muestra un promedio general de la industria de 214 problemas por cada 100 vehículos (PP100), mientras que el segmento subcompacto básico tiene una marca de 263 PP100. Los vehículos compactos (222 PP100) y del segmento subcompacto superior (218 PP100) también tienen un número elevado de problemas.

“A pesar de más problemas en algunos segmentos, la calidad general de los vehículos fabricados en México ahora está a la par de Norte América en los niveles de calidad, ya que estos vehículos requieren con menor frecuencia el reemplazo de componentes clave como bujías y filtros de aire del motor,” dijo Gerardo Gómez, director general de JD Power de México. “Adicionalmente, los vehículos eléctricos están dando menos problemas a sus propietarios este año, lo que debería ayudar a los consumidores a aligerar sus preocupaciones sobre la confiablidad.”

El estudio, ahora en su décimo año, mide los problemas que los propietarios en Mexico han experimentado durante los últimos 12 meses después de 12 a 36 meses de propiedad. El estudio examina 184 áreas problemáticas específicas en nueve categorías principales de vehículos: exterior; experiencia de conducción; funciones/controles/pantallas (FCD features/controls/displays); asistencia de manejo; infoentretenimiento; asientos; clima; interior; y tren motriz. La confiabilidad general está determinada por la cantidad de problemas experimentados por cada 100 vehículos, y una puntuación más baja refleja una mayor calidad.

A continuación, algunas de las principales conclusiones del estudio de 2024: 

• Los vehículos eléctricos son menos problemáticos que los de gasolina / diésel: Los propietarios de vehículos híbridos enchufables, híbridos y eléctricos de batería tuvieron 53 problemas menos (162 PP100) que los propietarios de vehículos de gasolina o diésel. La mayor discrepancia existe dentro de la categoría de tren motriz, ya que los propietarios de vehículos de gasolina/diésel experimentan el doble de problemas (22 PP100) que los propietarios de vehículos electrificados (11 PP100). Además, estos problemas del tren motriz son considerados los más graves por sus propietarios, a pesar de que ocurren con menos frecuencia que los problemas de infoentretenimiento, por ejemplo. 
• Los problemas entre¹ los propietarios de la Generación Z alcanzan un récord: Los propietarios de la Generación Z tuvieron un récord de 284 PP100, un crecimiento de 71 PP100 con respecto a 2023. Mientras tanto, la Generación Y (201 PP100), la Generación X (169 PP100) y los Boomers (166 PP100) tuvieron menos problemas año tras año. El infoentretenimiento es la categoría de vehículos con mayor número de problemas en todos los grupos generacionales, siendo los propietarios de la Generación Z los que más problemas tienen (48 PP100). La asistencia a la conducción es la categoría menos problemática en todas las generaciones. “Debido a que los propietarios de la Generación Z representan el futuro de la industria automotriz, los fabricantes de automóviles harían bien en reevaluar si sus vehículos están satisfaciendo los deseos y necesidades únicas de esta generación”, dijo Gómez.

Marcas mejor clasificadas

Mercedes-Benz ocupa el primer lugar en confiabilidad de vehículos entre las marcas de lujo por segundo año consecutivo, con una puntuación de 138 PP100.

Mitsubishi ocupa el lugar más alto en confiabilidad de vehículos entre las marcas de volumen con una puntuación de 159 PP100. 

Fiat ocupa el segundo lugar (176 PP100) y Ford (177 PP100) ocupa el tercer lugar.

Reconocimientos por segmentos

A continuación, se enumeran los modelos mejor clasificados en cada segmento.

Compacto: Toyota Prius

Subcompacto Básico: Fiat Mobi 

Crossover: SEAT Arona

SUV Compacto: Hyundai Tucson 

SUV Básico: Chevrolet Tracker 

Subcompacto Superior: Nissan Versa 

El Estudio de Calidad y Confiabilidad del Vehículo (VDS) México 2024 se basa en las respuestas de 7,169 propietarios originales de vehículos año modelo 2021 a 2023. El estudio se llevó a cabo de noviembre 2023 hasta agosto 2024.

Acerca de JD Power
JD Power Es un líder mundial en datos y análisis de automoción, y proporciona inteligencia de la industria, información sobre el consumidor y soluciones de asesoramiento a la industria automotriz y a industrias no automotrices seleccionadas. JD Power aprovecha sus amplios conjuntos de datos patentados y capacidades de software combinadas con herramientas avanzadas de análisis e inteligencia artificial para ayudar a sus clientes a optimizar el rendimiento empresarial.

JD Power fue fundada en 1968 y tiene oficinas en América del Norte, Europa y Asia Pacífico. Para obtener más información sobre las ofertas comerciales de la empresa, visitehttps://mexico.jdpower.com/.

Contactos de Relaciones con los Medios
Fabiana Duran; Ciudad de México; +52 55 1012 0885; [email protected]
Geno Effler, JD Power; E.U.A.; 714-621-6224; [email protected]

Acerca de JD Power y las reglas de publicidad/promoción www.jdpower.com/business/about-us/press-release-info

¹JD Power define a los grupos generacionales como Pre-Boomers (nacidos antes de 1946); Boomers (1946-1964); Generación X (1965-1976); Generación Y (1977-1994); y Generación Z (1995-2006). Los millennials (1982-1994) son un subconjunto de la generación Y.

 

Attentive and Competent Dealer Personnel Enhance Sales Satisfaction in Mexico, JD Power Finds

2024-05-23

jillian.breska

MEXICO CITY: 24 May 2024 — With the pandemic in the rearview mirror, the importance of interactions with dealer personnel and facilities in Mexico have increased among new-vehicle buyers, according to the JD Power 2024 Mexico Sales Satisfaction Index (SSI) Study, ^SM released today. Overall sales satisfaction declines to 873 (on a 1,000-point scale) from 876 a year ago. Satisfaction with brand website increases 7 points to 880, while facility rises 6 points to 842 (+6). However, these improvements are offset by 3-point declines with dealer personnel (880) and delivery process (890).

“A majority of dealer personnel are using some form of technology during the sales process,” said Gerardo Gomez, senior director and country manager at JD Power Mexico. “The make-or-break factor is how effectively the technology is used to facilitate the purchase process, as sales consultants are relying less on personal vehicle knowledge and more on devices. A sales consultant’s ability to seamlessly integrate technology throughout the experience is the most influential key performance indicator of sales satisfaction. Dealers can enhance the customer journey by ensuring sales personnel are familiar with technology at all points during the sales process. Additionally, greeting customers upon arrival is an easy way that dealers can further buoy satisfaction.”

Satisfaction with dealer personnel is highest (932) when they are very effective at using technology during the sales journey, but satisfaction declines to 820 when they are somewhat effective. Premium brands score higher than mass market brands across all six satisfaction measures in the study, with facility (+42 points); paperwork (+21); and delivery (+21) being the areas with the largest gaps.

Following are some key findings of the 2024 study:

• Room for improvement with customer and dealer interactions: Of the 10 most influential KPIs for dealers, a sales consultant’s effective use of technology has the largest effect on overall satisfaction (+44 points), yet it is completed at the lowest frequency (62%). Notable areas with low completion rates are: dealer contacted you to ensure everything met expectations (72%) and dealer staff demonstrate the use of the navigation system (78%). When completed, these measures have a 30-point and 27-point effect on satisfaction, respectively.
• Customers appreciate when dealers offer a test drive: Completing a test drive is important to most shoppers. Among shoppers who are able to take a test drive, satisfaction is 892. Among the 13% of shoppers who are unable to complete a test drive, satisfaction drops to 821 when a test-drive vehicle is not available and drops to 786 when a test drive is not offered or recommended. “It is clear that having test-drive vehicles available is important to shoppers,” Gomez said. “But even more important is the simple offer of a test drive, as satisfaction greatly improves when this occurs. Premium brands are better at doing this than mass market brands.
• Younger buyers more influenced by recommendations, online activities and advertising: Across all generational cohorts, excluding Gen Z,¹ dealership location is the most influential factor that determines where they purchase a vehicle. Among Gen Z customers, 41% say they are swayed by recommendations from friends or family members, while 24% are influenced by advertising. Significant factors among Gen Y customers are internet searches (35%); dealership website (31%); online rating/review site (29%); and dealership facility appearance (26%).
• More shoppers rejecting at least one brand: The percentage of shoppers who say they avoided at least one brand increased to 61% this year, up from 49% a year ago. The top three reasons that buyers avoid a particular brand are unreliability; expensive to maintain; and friend/family experience.

Study Rankings

GMC ranks highest overall and among premium brands with a score of 912. BMW (901) ranks second.

Ford ranks highest among mass market brands with a score of 902. SEAT (898) ranks second and Toyota (890) ranks third.

The Mexico Sales Satisfaction Index (SSI) Study, now in its 11^th year, provides automotive manufacturers and consumers with an objective measure of the satisfaction levels of new-vehicle buyers. The study emphasizes the relevance of the online vehicle shopping experience and examines customer satisfaction with the selling dealer across six measures (listed in order of importance): dealer personnel (28%); delivery process (21%); facility (20%); working out the deal (12%); paperwork (13%); and brand website (5%).

The study is based on evaluations of new-vehicle buyers in Mexico considering 2022-2024 models, after one to 12 months of ownership. The study was fielded from November 2023 through April 2024.

About JD Power
JD Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. JD Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

JD Power was founded in 1968 and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business.

Media Relations Contacts
Fabiana Duran; Mexico City; +52 55 1012 0885; [email protected]
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.