Category: India

2013-04-04

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The study, now in its 13th year, measures satisfaction among original equipment tire owners during the first 12 to 24 months of ownership across four factors (listed in order of importance): appearance, durability, traction/handling, and ride. In 2013, overall satisfaction with original tires averages 834 points (on a 1,000-point scale), an increase of 7 points from 2012. Among the four factors, satisfaction is highest for appearance of tires (836). Conversely, satisfaction with durability of original equipment tires is lowest (831).

MRF ranks highest in overall customer satisfaction for a fourth consecutive year, with a score of 840 points. JK Tyres ranks second with 839 points, while Bridgestone, which improves the most among tire companies included in the study, ranks third with a score of 836, a 26-point increase year over year. 

“Perception of high quality and reliability, aided by a positive reputation for brand image, continues to drive high customer satisfaction with MRF tires,” said Mohit Arora, executive director, JD Power Asia Pacific Singapore. 

The percentage of customers reporting problems with their original equipment tires in 2013 remains consistent with the 2012 study at 12 percent. Again this year, customers experiencing a tire-related problem prefer to have their tires repaired at an authorized retail outlet. More than a one-half (52%) of customers experiencing any problem with their tires had them repaired at an authorized tire retail outlet, a 14 percent increase from 2012.

“The propensity of customers to have their tires serviced at an authorized retail outlet is a trend that we note has increased during the past two years,” said Arora. “Authorized tire retail outlets continue to upgrade their services, in terms of processes, facilities, and type of services offered. As observed in other markets, this retail segment, if managed well, is likely to be one of the key drivers of a vibrant aftermarket in India.”

The study also analyzes the consumer-reported share of business each tire manufacturer has with the automakers in India. The study finds that the top three ranked tire brands are also the ones which have a balanced portfolio of engagement with automotive makes. 

“Both MRF and Bridgestone continues to draw consistent share of business from the automakers in India,” said Arora, “JK Tyres sees a positive trend through an increase in its share of business in 2012.”

The study also finds that tire brands that achieve high levels of customer satisfaction benefit from higher levels of customer loyalty and advocacy. Among customers who are highly satisfied (901 points and higher), 76 percent say they “definitely would” recommend their tires to family and friends, while 70 percent say they “definitely would” repurchase the same brand. Conversely, among highly dissatisfied customers 31 percent say they would recommend and 27 percent say they would repurchase the same brand.

The 2013 India Original Equipment Tire Customer Satisfaction Index Study is based on 4,568 responses from new vehicle owners who purchased their vehicle between May 2010 and August 2011. The study was fielded between May and August 2012.

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

The McGraw-Hill Companies, to be renamed McGraw Hill Financial (subject to shareholder approval), is a powerhouse in credit ratings, benchmarks and analytics for the global capital and commodity markets. Leading brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mcgraw-hill.com.

Follow us on Twitter: @JDPower

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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Increasing Number of Auto Dealers in India Foresee a Decline in Profits

2013-05-31

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SINGAPORE: 31 May 2013 — One-in-five dealers in India expect to take a financial loss in 2013, more than double the number compared with 2012, and only 44 percent of dealers expect to make a profit for the 2012-2013 financial year, according to the JD Power Asia Pacific 2013 India Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study^SM released today.  

“Declining profitability for dealerships in India not only highlights the impact that the slowdown in new-vehicles sales has on the viability of a growing number of dealers, but also underlines the importance placed on automakers to provide adequate support to their respective networks” said Mohit Arora, executive director, JD Power Asia Pacific.

Now its third year, the study measures dealer satisfaction with vehicle manufacturers or importers in India and identifies dealer attitudes regarding the automotive retail business. Overall dealer satisfaction is determined by examining nine factors: marketing and sales activities; product; vehicle ordering and delivery; sales team; parts; warranty claims; after-sales team; training; and support from the manufacturer. 

The study provides feedback on how dealers view their relationship with automakers, the outlook on their financial viability and identifies areas for improvement. In particular, with the slowdown in India’s GDP growth and decline in new-vehicle sales, the study is able to provide automakers with important information on how best to assist dealers in achieving their overall business objectives.

Need to improve the supply chain 

In 2013, the largest decline in dealer satisfaction is in parts operations, with notable brand level declines around the prompt delivery of parts and ease of ordering parts. 

“This highlights the need for some automakers to further support dealers with an improved and more efficient supply chain,” said Mohit Arora, executive director, JD Power Asia Pacific. “Improving the speed of parts delivery not only allows for work orders to be handled more efficiently, but also ensures customers are not troubled by unexpected delays or extended wait times.”

Decline in satisfaction with the product lineup

An attractive range of vehicles remains critical for both dealers and automakers to succeed in any market. The study shows a large variance in dealers’ opinions on the competitiveness of their brand’s model lineup. On average, 82 percent of dealers indicate their brand provides a model range that can effectively compete in the highly contested Indian auto market. However, fewer than 65 percent of dealers for some of the volume brands indicate the same. 

“With changes in customer preferences, the industry needs to adapt by providing a contemporary lineup across the main and niche segments,” said Arora. “The importance for both automakers and dealers in the market is the need to increase customer traffic in the showrooms with an attractive model range.”

Dealers must diversify to survive the headwinds 

The study finds that it is important for dealers to diversify their revenue base in order to mitigate any sudden decreases in their income and protect their viability during a slowdown in new-vehicle sales. Dealers that increase their share of revenue on after-sales maintenance and repair work—as well as promote other parts of their business, such as finance and insurance, spare parts and accessories and used-vehicles—can better spread their risk. 

The study finds that the main revenue sources for dealerships are service (29%), new-vehicle sales (28%) and spare parts (14%). 

High satisfaction comes from collaboration 

Among the manufacturers included in the 2013 study, Maruti Suzuki and Toyota perform particularly well in overall satisfaction. Dealer satisfaction for both manufacturers has improved from 2012.

“The success of Maruti Suzuki and Toyota not only demonstrates the automakers’ commitment to ensuring the dealers’ operations are viable, but it also their active support regarding such areas as training, marketing and sales activities,” said Arora.

About the Study

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

About JD Power & Associates

Headquartered in Westlake Village, Calif., JD Power & Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power & Associates is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com..

Follow us on Twitter: @JDPower

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power & Associates. www.jdpower.com/corporate

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Vehicle Shoppers Are Increasingly Considering a Used Vehicle during the Shopping Process in India

2013-08-29

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Special Video for India Automakers: “Recognizing Excellence, Driving Results!”

• Chapter one: Rankings show stiff neck-to-neck competition among nameplates
• Chapter two: Tata’s improvement in the 2013 India SSI Study
• Chapter three: Used Car Business in India and its growing importance for consumers and automakers
• Chapter four: Car buyer’s Internet Usage and Behavior in India

SINGAPORE: 29 Aug 2013 — Vehicle shoppers in India are increasingly considering a used vehicle during their shopping process for a new vehicle, according to the JD Power Asia Pacific 2013 India Sales Satisfaction Index (SSI) Study^SM released today. 

The study finds that 13 percent of new-vehicle buyers considered a used vehicle during their shopping process, a 10 percent increase over the past three years. Additionally, 37 percent of new-vehicle buyers who considered a used car used the Internet during their shopping process. In contrast, only 27 percent of buyers who did not consider a used vehicle used the Internet while shopping.  

Shoppers who consider a used vehicle use the Internet to search for information regarding vehicle financing, including trade-in options, and service-related aspects. In comparison, shoppers who do not consider a used vehicle use the Internet primarily to look for vehicle features and specifications.

“Automakers have been increasingly focusing on the used-car business in India, specifically with certified used cars which come with a manufacturer warranty,” said Mohit Arora, executive director at JDPower Asia Pacific, Singapore. “Additionally, automakers have ushered in transparency via their websites that provide real-time information on used vehicle inventory and price information. These activities assure customers of a quality product by providing detailed insights about the vehicles, thereby propelling the consideration of a used-vehicle purchase.”

Now in its 14th year, the study examines seven factors that contribute to new-vehicle buyers’ overall satisfaction with the sales experience (listed in order of importance): delivery process, delivery timing, salesperson, sales initiation, dealer facility, paperwork and deal. For the first time in 2013, the study examines sales satisfaction in two vehicle segments: luxury and mass market. The results of the luxury segment will be announced in mid-September.

Overall sales satisfaction in the mass market segment is 841 index points on a 1,000-point scale, a 21-point increase from 2012. On average, automakers post strong increases across all the factors, most notably in salesperson, paperwork and delivery timing.

The overall improvement in satisfaction is driven by a higher quality of engagement between salespersons and customers. The majority (96%) of customers indicate that their salesperson spent sufficient time in conversation focused only on them. Additionally, 61 percent of customers indicate that their salesperson demonstrated the vehicle’s features and benefits during the test drive, up from 54 percent in 2012. Further,  overall delivery time for new vehicles has declined significantly to 10 days in 2013 from 12 days in 2012.

“Sharp growth in the recent past had resulted in stretching the dealers’ abilities in engaging customers effectively during the sales process,” said Arora. “Due to relatively lower showroom traffic in 2013, dealers have made efforts to ensure a higher level of engagement during the sales process. In addition, vehicle delivery turnaround time has declined significantly.” 

Arora noted that all these aspects have resulted in a better shopping experience for customers. 

“It would be prudent for automakers and their networks to continue this level of customer engagement, even when throughputs reach higher levels,” said Arora.

Customers who are highly satisfied with the overall purchase experience have higher levels of advocacy and loyalty toward the dealership and the vehicle brand, compared with highly dissatisfied customers. Among customers who are highly satisfied with their purchase experience at the dealership (satisfaction scores of 920 or higher), 91 percent say they “definitely will” recommend their purchase dealer to a friend or relative. These owners are also far more likely to repurchase or recommend the same brand in the future. In contrast, only 50 percent of highly dissatisfied owners (satisfaction scores of 784 or below) say they “definitely will” recommend their dealer.

Among the 13 brands ranked in the mass market segment, Honda and Maruti Suzuki rank highest (in a tie) with a score of 849. Hyundai, Mahindra and Toyota follow in the rankings, with all three brands tied at 841.  

The 2013 India Sales Satisfaction Index (SSI) Study is based on responses from 8,434 new-vehicle owners who purchased their vehicle between September 2012 and April 2013, and includes evaluations of more than 71 models within the mass market category. The study was fielded from March to July 2013.

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, Australia,  India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

Follow us on Twitter: @JDPower

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

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2013-09-30

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In this video, we tackled the following issues:

• Chapter one: Introduction of the ESS Study
• Chapter two: Main Difference Between Buyers in the North and in the South
• Chapter three: Recommendations on how automakers can utilize North-South Shopping Behavior Knowledge
• Chapter four: Delivery Timing – Main reason for Rejection
• Chapter five: Customer Retention Rates
• Chapter six: Nameplate performance in the ESS study

SINGAPORE: 30 SEPTEMBER 2013 — The criteria used by new-vehicle buyers in their shopping process have become strikingly different among the various regions of India, according to the JD Power Asia Pacific 2013 India Escaped Shopper Study^SM (ESS) released today.

During the past five years, several shifts have occurred among new-vehicle buyers in the various regions of India pertaining to shopping behavior, the ownership experience and how the vehicle is used.  These shifts include: 

• A surge of first-time new-vehicle buyers is a regional phenomenon limited to the East and the West regions of India. Nearly 70 percent of buyers in the West and 57 percent of buyers in the East are purchasing a new vehicle for the first time. In contrast, the proportion of first-time new-vehicle buyers has declined over time in the North region and has remained nearly unchanged in the South.

• Although attractive design and styling has increasingly become the most influential reason for vehicle selection among buyers in the North region, it has been declining in the South, where new-vehicle buyers frequently state good fuel efficiency as a reason for purchase.

• New-vehicle buyers in the South region are more methodical in their purchase process–which involves conducting extensive preliminary research, visiting dealerships, taking test drives and negotiating–compared with buyers in the North who tend to do less research before visiting the dealership and rely on the salesperson for information and are less likely to test-drive the vehicle. 

• Internet usage for research during the vehicle-shopping process has increased in the South region to 42 percent in 2013 from 21 percent in 2009. In contrast, in the North, where shoppers are highly influenced by the opinions of friends and relatives in deciding on their vehicle purchase, Internet usage for research has declined to 13 percent in 2013 from 20 percent in 2009.

• While the number of households owning multiple vehicles is at least 1.6 times higher in the North than in any other region, the average number of people riding in vehicles is much higher in the West and the South regions.

• The penetration of small cars is declining at a faster pace in the North region, with consumers increasingly preferring larger vehicles.  

“One of the likely drivers behind these changes is the pace of urbanization, which is resulting in the resurgence of multi-generation families living either under one roof or in close proximity to their relatives, especially in the North,” said Mohit Arora, executive director, J. D. Power Asia Pacific. “While this is resulting in a higher monthly household income, thereby enabling younger people to afford a vehicle, purchase decisions are also likely to be influenced by the growing family size.”

According to the study, while dealer closest to the potential buyer’s home continues to be the most influential reason for dealer selection, it has been declining during the past five years. Immediate delivery is increasingly emerging as a key consideration in choosing a dealer, cited by 16 percent of customers as the most influential reason for selecting a dealer in 2013, up from 8 percent in 2009.

The study finds that longer delivery time is the second-most-influential reason for rejecting a vehicle that shoppers had initially considered purchasing. An increase in vehicle delivery time to 12 days in 2013 from five days in 2009 has likely driven this as a key consideration during the purchase process, as 17 percent of shoppers in 2013 have rejected the vehicle they initially considered due to the longer delivery period.

“Vehicle buying in India is triggered both by rational and emotional needs,” said Arora. ” It is one of the most visible marks of social progress. The decision to buy a vehicle is usually finalized over a period of time. Once the decision is made and the payment and other formalities are completed, new-vehicle owners want to immediately show off their prized possession.” 

According to Arora, manufacturers, dealers and financiers that are better able to train their staff, align their processes and coordinate to provide a faster turnaround time stand a better chance to gain customers.  

Overall customer retention has improved by 2 percentage points to 40 percent in 2013, compared with 38 percent in 2012. In 2013, only three of the eight brands included in the study have improved their customer retention rates from 2012, while five have declined year over year. Mahindra and Maruti Suzuki have particularly high customer retention rates among automotive brands in India.

“Customer retention is a function of several factors, including brand image, product range, ownership experience and sustained presence in India,” said Arora. “Brands that are able to perform well in all of these areas tend to have higher retention rates.”   

Maruti Suzuki is the most considered nameplate among vehicle shoppers for a ninth consecutive year, with 37 percent of all shoppers eventually purchasing one of its models. New-vehicle buyers who purchase Ford and Fiat models shop around the most before purchasing their vehicle, while buyers of such national brands as Tata, Mahindra and Maruti Suzuki are least likely to consider another model during the shopping process.

The 2013 India Escaped Shopper Study is based on responses of 8,687 buyers and 3,271 rejecters of new cars and new utility vehicles who purchased their vehicle between September 2012 and April 2013. The study, which examines the reasons why new-vehicle shoppers consider but ultimately reject certain models in favor of another, was fielded from March through July 2013.

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

Follow us on Twitter: @JDPower

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

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Proximity of Automotive Service Workshops in India Remains an Issue for Vehicle Owners

2013-10-31

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In this video, we tackled the following issues:

• Chapter 1: Proximity of Service Network to Customers
• Chapter 2: Service Initiation as Key Driver of Service Satisfaction
• Chapter 3: Performance of Highest Ranked Make
• Chapter 4: The Best Improved Make

SINGAPORE: 31 Oct 2013 — Although the number of workshops in automakers’ service networks has increased significantly, the establishment of workshops in key locations where vehicle owners often live or work is not aligned to customer needs, which means it still takes vehicle owners the same amount of time to reach a service workshop as it did in 2009, according to the JD Power Asia Pacific 2013 India Customer Service Index (CSI) Study^SM released today.

The study, now in its 17th year, measures satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12 to 24 months of vehicle ownership. The study measures overall satisfaction in five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service facility; and service initiation. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

Convenience of location is among the key reasons of workshop choice among vehicle owners in India over the past 5 years. Yet proximity of service workshops in India remains an issue for vehicle owners. This has been compounded by the uneven growth of new-vehicle sales among the various regions and cities of India. New-vehicle sales have increased in areas that have fewer, or are farther away from, workshops.  As a result, the study finds that the time it takes vehicle owners to reach a workshop—25 to 30 minutes, on average—has remained largely unchanged during the past five years. 

“While there has been service network expansion by all automakers during the past five years, the locations of these establishments are not sufficiently meeting customer needs in many cases either due to real estate availability, cost and local regulations,” said Mohit Arora, executive director, JD Power Asia Pacific. “Since vehicle servicing is seen as an essential errand, any steps taken to enhance customer convenience are likely to be appreciated.”

The study also finds that automakers and dealerships are attempting to manage their per day intake of service vehicles by encouraging customers to schedule an appointment. 70 percent of customers made an appointment for service in 2013, compared with 65 percent in 2012. However, these service volumes have not been sufficiently aligned to manpower and infrastructure planning. While 82 percent of customers are attended to immediately when they arrive at the workshop, 18 percent still have to wait to get their vehicle in for service, an increase from 16 percent in 2012. Among customers who have to wait to get their vehicle in for service when they arrive at the workshop, 62 percent made an appointment for their service. 

“Most vehicle owners prefer to schedule an appointment for service as it helps them plan their day,” said Arora. “It is important for dealerships to ensure that relevant skilled manpower is available to ensure a smooth process for getting the vehicle in for service and minimize waiting time. This is likely to become a key driver of overall satisfaction with the after-sales service process in India.”

Overall customer satisfaction with the dealership service experience remains unchanged in 2013 from 2012 at 834 index points. While satisfaction with the service facility increases four points in 2013, the gain is offset by a four-point drop in the service initiation factor; all other factors remain unchanged from 2012.

Maruti Suzuki ranks highest in customer satisfaction with dealer service for a 14th consecutive year, with a score of 876. Maruti Suzuki performs particularly well across all factors. Hyundai (833) and Honda (825) follow in the rankings. Hyundai is also the most improved brand in the study, with significant improvements achieved across all five factors.

The overall quality of service completed continues to show consistently strong performance across the industry year over year. While 93 percent of owners indicate that the work was done correctly the first time, which is consistent with 2012 results, 71 percent of owners indicate that their vehicles were returned cleaner after the service–a 7 percent increase from 2012.

“The quality of service remains consistently high, evidence that the automakers and their dealer networks are working hard to make service a satisfying experience for their customers,” said Arora. 

Vehicle owners who are highly satisfied with dealer service tend to have higher levels of advocacy and loyalty to the dealership and the brand. Among owners who are highly satisfied with their service experience at the dealership (service satisfaction scores averaging 949 or higher), 93 percent indicate they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 32 percent of less-satisfied owners (service satisfaction scores averaging 766 or lower) say the same. Similarly, 88 percent of highly satisfied owners indicate they “definitely would” purchase their next vehicle from the service dealer, compared with just 30 percent of those who are less satisfied.

The 2013 India Customer Service Index Study is based on evaluations from 7,477 vehicle owners. The study was fielded from May to August 2013 and includes owners who purchased their vehicle between May 2011 and August 2012.

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]John Tews; JD Power; Troy, Mich.; (248) 680-6218; [email protected]Follow us on Twitter: @JDPowerNo advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

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Vehicle Buyers in India Migrate to Higher-Quality Brands

2013-11-28

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SINGAPORE:28 November 2013 — New-vehicle buyers in India are more frequently choosing to purchase vehicles with fewer initial quality problems, according to the JD Power Asia Pacific 2013 India Initial Quality Study^SM (IQS) released today.

The study finds that the sales volumes of automakers that have quality above-industry-average initial quality have increased by an average of 6 percent since 2011. In contrast, automakers whose customers report more quality problems than average have experienced an 8 percent decline in sales during the same period. Moreover, the shift toward purchasing above-industry-average quality vehicles is more pronounced among experienced/repeat buyers, with 27 percent choosing higher quality vehicles during the same period.

“With quality being one of the key drivers for purchasing vehicles, automakers need to focus on achieving exceptional quality levels,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “Manufacturers that are able to consistently deliver a high level of quality may be able to garner much higher growth in sales, even in today’s challenging economic environment. On average, sales volume among vehicles that ranked highest in their segment in 2013 has more than doubled since 2011.”

Honda and Toyota each have three models that rank highest in their respective segments. Honda models receiving awards are the Brio (upper compact segment); Amaze (entry midsize); and Honda City (midsize). Toyota receives awards for the Innova (MUV/ MPV); Corolla Altis (premium midsize); and Fortuner (SUV).

Hyundai Santro ranks highest for the second consecutive years in the compact car segment. Maruti Suzuki’s Alto 800 (entry compact) and Swift (premium compact) rank highest for the second consecutive year in their respective segments.

About JD Power Asia Pacific

JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

About JD Power and Advertising/Promotional Rules http://www.jdpower.com/about/index.htm

Media Relations Contacts

XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

John Tews; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; 001 248 680 6218; [email protected]

Follow us on Twitter @jdpower 

2013-12-16

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SINGAPORE: 16 December 2013 — Customer satisfaction with new-vehicle design and performance in India increases for a sixth consecutive year, according to the JD Power Asia Pacific 2013 India Automotive Performance, Execution and Layout (APEAL) Study^SM released today.

VIDEO: In the video above, we tackled the following issues:

• Chapter 1 – Growing importance of audio/ entertainment/ navigation features in cars

• Chapter 2 – Importance of Vehicle Exterior to Car Owners in India

• Chapter 3 – Performance of Honda Amaze and Toyota Innova

Now in its 15th year, the study examines how gratifying a new vehicle is to own and drive, based on owner evaluations during the first two to six months of ownership. The study measures satisfaction across 10 performance categories: vehicle exterior; vehicle interior; storage and space; audio/ entertainment/ navigation; seats; heating, ventilation and air conditioning (HVAC); driving dynamics; engine/ transmission; visibility and driving safety; and fuel economy. Overall APEAL performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

The overall APEAL score averages 845 in 2013, which is a nine-point increase from 2012. The industry improves across all 10 categories, with the largest improvement posted in the audio/ entertainment/ navigation category, due to a higher percentage of vehicles being delivered with factory- or dealer-installed features such as USB connectivity for iPod/MP3 players, hands-free communication and steering wheel-mounted audio controls.

“Increasingly, vehicle owners want to improve the value of the time spent in their cars, and audio/ entertainment/ navigation features help them stay connected and entertained,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “Increased choice of branded accessories at a range of prices has also increasingly induced new-vehicle buyers to install such fitments at the time of delivery.”

KEY FINDINGS

• During the past five years, the impact of vehicle exterior on overall satisfaction has increased, particularly in the midsize segment. Additionally, 13 percent of owners indicate that good vehicle styling was the main reason they selected the vehicle that they purchased in 2013, up from 8 percent in 2012.

• The quality of vehicles has improved consistently during the past three years, and sensitivity towards vehicle breakdown has increased in India Although the proportion of customers experiencing a breakdown in their vehicle has remained at 4 percent since 2011, the gap in APEAL scores between customers who experience a breakdown and those who do not has increased to 44 points in 2013 from 23 points in 2011.

• Among highly satisfied customers (overall satisfaction of 902 points or higher), 87 percent say they “definitely would” recommend their vehicle model to a friend or relative. 

“The high recommendation rate among highly satisfied customers further emphasizes the importance of catering to customer needs and requirements,” said Arora. “While on one hand automakers are adding more features to their models, they also need to understand the customer value propositions for these features.”

Model Results by Segment

• Maruti Suzuki models rank highest in each of the compact segments: Maruti Suzuki Alto 800 (entry compact); Maruti Suzuki Estilo (compact); Maruti Suzuki Ritz (upper compact); and Maruti Suzuki Swift (premium compact).

• Toyota models rank highest in the utility vehicle segments: Innova in the MUV/ MPV segment for a seventh consecutive year and Fortuner ranks highest in the SUV segment.

• The Honda Amaze ranks highest in the entry midsize segment. 

• The Hyundai Verna and Volkswagen Vento rank highest (in a tie) in the midsize segment.

• The Chevrolet Cruze ranks highest in the premium midsize segment.

The 2013 India APEAL Study is based on responses from 9,069 owners who purchased a new vehicle between November 2012 and July 2013. The study was fielded between May and September 2013 in 25 cities across India.