Category: Japan

The use of advanced technologies among vehicle owners is slightly increasing, JD Power Finds

2025-11-26

TOKYO, 26 Nov. 2025 — More vehicle owners in Japan are using advanced technologies, according to the JD Power 2025 Japan Tech Experience Index (TXI) Study,^SM released today. Among the 18 technologies examined for installation in this year’s study, 12 have been installed in new vehicles more frequently than last year, although the increase is slight. However, the study finds that vehicle owners are using 15 of 16 advanced technologies examined for usage more frequently than they did last year. Among the advanced technologies with lower future installation intentions, facial recognition systems and remote parking assistance systems also show lower execution scores. “In recent years, new vehicles have been equipped with a variety of advanced technologies, and vehicle owners are using them more frequently. Advanced technologies with low execution and installation intentions need to be reconsidered or eliminated,” said Taku Kimoto, Japan CEO at JD Power.

 

Followings are key findings of the 2025 study:

 

• Lexus ranks highest overall for tech innovation for a third consecutive year: In the innovation rankings, which are calculated based on installations and user evaluations of the advanced technologies, Lexus ranks highest overall for Tech Innovation for the third consecutive year, with a score of 597. In the mass market segment, Subaru ranks highest for the fifth consecutive year, with a score of 541.

 

• Installation of advanced technologies equals or slightly increases from last year: The installation of advanced technologies shows little change compared with last year. Among the 18 advanced technologies examined for installation in the study, four have been installed in new vehicles at about the same rate as last year, while 12 have shown a modest increase in installation. For registered vehicles, the installation frequency of nine and 13 advanced technologies is higher among mass market and luxury brands, respectively, while three technologies have been installed slightly more frequently in mini-cars.

 

• Advanced technologies are being used more frequently than last year, with over 90% of owners using drive recorders: Among 16 advanced technologies examined for usage in the study, 15 are being used more frequently than last year. The most widely used technology is drive recorders (95%), while the least used is electric vehicle bidirectional charging systems (61%). The highest Execution Index scores¹ are for electric vehicle bidirectional charging systems (839 points), electric vehicle charging schedulers (836) and one -pedal driving systems (834), all of which are electric vehicle-specific technologies.

 

• Facial recognition systems and remote parking assistance systems need to be reconsidered or eliminated: Future installation intentions are highest for drive recorders (58%), followed by electric vehicle bidirectional charging systems (49%) and electric vehicle charging schedulers (45%). In contrast, the lowest intentions are for facial recognition systems (18%), driver monitoring systems (21%) and remote parking assistance systems (24%). Among these, the Execution Index scores are also low for facial recognition systems (788) and remote parking assistance systems (767). Therefore, the installation of these technologies should be reconsidered or eliminated.

 

Highest-Ranked Brands 

Lexus (597) ranks highest overall for innovation. Subaru (541) ranks highest among mass market brands. 

 

The 2025 Japan Tech Experience Index (TXI) Study is based on responses from 20,101 users of new vehicles in the first two to 13 months of ownership. The study was fielded in May-June 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://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami; JD Power, Japan; 81-3-6809-2996; [email protected]

Joe LaMuraglia; JD Power, USA; 714-621-6224; [email protected]

 

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

 

_{¹ The Execution Index score, on a 1,000-point scale, is calculated based on overall user evaluations (on a 10-point scale) and the total problems experienced with the advanced technologies.}

 

 

Used Vehicle Sales in Japan Require Multi-Faceted Appeal to Meet Customer Expectations in Japan, JD Power Finds

2025-10-23

TOKYO: 23 Oct. 2025 — Overall used vehicle sales satisfaction in Japan averages 683 points (on a 1,000-point scale), up 5 points from 2024, according to the JD Power 2025 Japan Used-Vehicle Sales Satisfaction Index (UVSSI) Study,^SM released today. Specifically, by study factor, overall average sales satisfaction for used vehicles is 687 for dealer facilities and support; 685 for contract procedure; 684 for delivery; and 681 for negotiations.

The study measures customer satisfaction with the purchase experience among used vehicle buyers as well as rejecters, defined as those who seriously consider a brand but ultimately buy another brand. The study, which provides a comprehensive analysis of the used vehicle purchase experience, is now in its second year following its relaunch in 2024.

“The used vehicle market is a crucial pillar of automobile distribution alongside the new-vehicle market as it offers a wide variety of model years, specifications and affordable prices that attract many consumers” said Taku Kimoto, Japan CEO at JD Power. “During the shopping process, used vehicle shoppers tend to pay close attention to vehicle conditions. Dealerships, therefore, need to highlight the appeal of used vehicles from several perspectives, such as features, performance and equipment, to enhance the quality of sales negotiations and present the vehicle based on the shopper’s preferences and lifestyle. This is essential for differentiating themselves from competing dealers.”

 

Following are key findings of the 2025 study:

 

• Shoppers prioritize vehicle price and condition: The most important aspect of the shopping experience is vehicle price (73%), followed by vehicle condition (62%). These two aspects suggest that, when making comparisons, shoppers are focused on the areas that most affect the vehicle’s value.

 

• Need for focus on vehicle features: Nearly one-third (30%) of shoppers consider mileage an appealing factor when evaluating a vehicle, while 25% indicate driving performance and another 18% look for vehicles equipped with the latest technology and features. When examining the relationship between the number of appealing factors buyers receive in their vehicle and satisfaction during the negotiations, satisfaction is 594 for one and 657 for two, both below the overall average of 681. For three to six, satisfaction exceeds the overall average and for more than six, satisfaction is at least 50 points higher than the average. This indicates that shoppers feel confident and secure and are more satisfied when the appeal of used vehicles is successfully conveyed from multiple aspects.

 

• Strong negotiation skills essential: The study examines shopper comparisons at other dealers besides the one where they eventually purchased their vehicle. More than half (56%) said that visiting a dealership was most important to make comparisons. Among them, 62% say that they received “an explanation about cars in a space for negotiations” at those dealerships. The study indicates that shoppers frequently engage in sales negotiations at multiple dealerships, and these negotiations significantly influence their final purchase decision.

 

Study Rankings

Among the 11 brands included in the study, BMW (758) ranks highest overall. BMW performs particularly well in three factors: negotiations; contract procedure; and delivery. Toyota (716) ranks second and Daihatsu (715) ranks third.

 

The Japan Used Vehicle Sales Satisfaction Index (UVSSI) Study is now in its second year. Satisfaction is measured in four factors (in order of importance): negotiations (27%); delivery (26%); dealer facilities and support (25%); and contract procedure (22%). The 2025 study is based on responses from 3,660 buyers who purchased their used vehicle at a manufacturer-authorized dealer or independent used vehicle dealer. The data was collected between April 2024 and March 2025, after two to 13 months of ownership. The online survey was fielded in 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 https://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]

Joe LaMuraglia, JD Power; USA; 714-621-6224; [email protected]

 

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

 

 

Digital Tools, Physical Vehicles and Strong Sales Skills Boost Customer Satisfaction in Japan, JD Power Finds

2025-08-21

TOKYO: 21 Aug. 2025 — Digital vehicle tools used in dealerships in Japan facilitate smoother communication with customers, streamline operating processes and provide additional information to better meet shopper needs, according to the JD Power 2025 Japan Sales Satisfaction Index (SSI) Study,^SM released today. As a result, digitalization has become a priority, especially since the COVID-19 pandemic. Additionally, the availability of vehicles at the dealership and a personalized shopping experience also elevate sales satisfaction. The study measures customer satisfaction with the purchase experience among new-vehicle buyers as well as among rejecters, defined as those who seriously consider a brand but ultimately buy another brand.

 

“More new vehicles with advanced features and cutting-edge technologies are appearing on the road,” said Taku Kimoto, Japan CEO at JD Power. “When shoppers consider which new vehicle to purchase, it is essential to leverage digital tools and actual vehicle availability. For each dealership, it is becoming increasingly important to develop accurate sales forecasts for popular models to ensure availability and to understand the types of shoppers who visit, along with their specific needs.”

 

Following are key findings of the 2025 study:

 

• Overall sales satisfaction slightly improves from 2024: In 2025, overall sales satisfaction averages 726 (on a 1,000-point scale), up 6 points from 2024. By factor, sales satisfaction with dealer facilities and support is 734, while the score for contract procedure is 733, followed by 721 for negotiations and 717 for delivery. By segment, sales satisfaction for luxury brands averages 778 and the mass market domestic brand average is 722.

 

• Digital tools usage increases during negotiations: The study asks respondents what types of tools the salespersons used during negotiations to explain vehicle design, performance, equipment and how to operate the vehicle. Overall, 45% indicate the use of a computer or tablet. Among luxury brands, the usage rate remains nearly unchanged year over year, at 54% in 2025 compared to 55% in 2024. In contrast, usage among mass market brands has increased by 5 percentage points from 2024 to 44%, suggesting that digital tools are increasingly being used in negotiations in this segment. A correlation is observed between the use of tools and customer satisfaction during negotiations. When a salesperson uses a computer or tablet, customer satisfaction is 743, which is 22 points higher than the overall average.

 

• Increased use of physical vehicles during negotiations at dealerships is expected: The top two specific information sources shoppers rely on when considering a new vehicle are vehicle catalogs and brochures (including both paper and digital) at 44%, followed by showroom display vehicle/demo vehicle at 39%. This suggests that physical vehicles are just as important an information source for shoppers as are catalogues. Among shoppers who responded “agree” and “somewhat agree” when asked their impression of the display vehicles, 92% say the exterior/appearance of the vehicle was attractive and another 92% say the interior of the vehicle was attractive. These are followed by 83% who say the vehicles were spaciously and comfortably displayed and 62% who say there were a variety of vehicles on display, which is the lowest percentage among the listed items. There is also a correlation between these impressions and customer satisfaction during negotiations. Among shoppers who agree and somewhat agree that there were a variety of vehicles on display, satisfaction averages 772. This is higher than the satisfaction among those who say the exterior/appearance of the vehicle was attractive (735); the interior of the vehicle was attractive (735); and vehicles were spaciously and comfortably displayed (748). These results suggest that satisfaction increases when a diverse range of vehicle models is displayed. However, expanding the variety of display vehicles remains a challenge and is a greater concern than the cleanliness or the display space.

 

• Despite cost, buyers prefer residual value loan or lease/subscription plans: When examining the reasons for purchasing a new vehicle by payment method, 52% of buyers who used a lease from the dealer/subscription and 48% of those who used a residual value set loan from the dealer indicate the courteous staff/product advisors. In comparison, only 37% of buyers who paid with cash or used a regular loan from the dealer indicate the same. Again, a correlation can be seen between payment methods and customer satisfaction during the contract procedure. Among buyers who used a lease from the dealer/subscription satisfaction averages 754, while among those who used a residual value set loan from the dealer satisfaction averages 753, and both scores are approximately 20 points higher than the overall average. While buyers generally choose a residual value set loan from the dealer or a lease from the dealer/subscription to keep monthly payments low, the study finds that price-related factors—such as receiving a good price or discounts—are not strong motivators. Instead, the decision to purchase a new vehicle is more often influenced by how well they were treated by the salesperson.

 

Study Rankings

 

Luxury Brands

Among the four luxury brands included in the study, BMW (789) ranks highest. BMW performs particularly well in the delivery and negotiations factors. Lexus (785) ranks second and Mercedes-Benz (778) ranks third.

Mass Market Domestic Brands

Among the eight mass market domestic brands, Mazda (764) ranks highest. Mazda performs particularly well in all four factors: dealer facilities and support; delivery; negotiations; and contract procedure. Nissan (735) ranks second and Mitsubishi (730) ranks third.

 

The Japan Sales Satisfaction Index (SSI) Study is now in its 24th year. Satisfaction is measured in four factors (listed in order of importance): delivery (26%); dealer facilities and support (26%); negotiations (26%); and contract procedure (21%). The 2025 study is based on responses from 6,850 buyers who purchased their new vehicle at a manufacturer-authorized dealer. The data was collected between April 2024 and March 2025, after two to 13 months of ownership. The online survey was fielded in May-June 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://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]

Geno Effler, JD Power; USA; 714-621-6224; [email protected]

 

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

 

Focus on Improving Existing Vehicle Advanced Technologies in Japan Must Remain a Priority for Manufacturers, JD Power Finds

2024-11-14

TOKYO: 13 Nov. 2024 — Vehicles with more advanced technologies tend to attract more customers in Japan, according to the JD Power 2024 Japan Tech Experience Index (TXI) Study,^SM released today. However, during the past year, manufacturers of mini-cars have increased the installation of only five advanced technologies, while 15 have been more frequently increased in registered cars.

 

“In general, vehicles equipped with more advanced technologies are likely to attract customers, but often the result is higher-priced vehicles,” said Taku Kimoto, senior managing officer of research at JD Power. “Additionally, manufacturers should provide customers with stress-free usability and functionality technologies. Interior gesture controls, facial recognition systems and remote parking assistance systems score the lowest in execution and installation intention. Given the low demand for these technologies, manufacturers may want to consider discontinuing installation of these to eliminate unnecessary technologies and to avoid raising prices.”

 

Following are key findings of the 2024 study:

 

• Customers satisfied with and demand EV-specific technologies: Among 18 technologies except augmented reality displays and fingerprint readers which have extremely low usage, the top three technologies in both Execution Index scores and future installation intentions are electric vehicle bidirectional charging systems (Execution Index: 832 points (on a 1,000-point scale); installation intention: 48%); one-pedal driving systems (838 points; 44% intention); and electric vehicle charging schedulers (831 points; 45% intention). Each of these technologies, which are specific to electrified vehicles, indicate that customers are highly satisfied with them and consider them as essential.

 

• Phone-based digital keys need justification for smartphone use: While customers are relatively satisfied with phone-based digital keys, they express low future installation intentions (Execution Index: 801 points; installation intention: 25%). They do not perceive the benefits or the necessity of using their smartphone as a vehicle key and cite fees as a reason for opting out of or not using this technology. Manufacturers need to reinforce the advantage of using phone-based digital keys and encourage greater adoption.

 

• Drive recorders need improvement in user friendliness: The installation and future installation intentions of drive recorders are both high, at 72% and 59%, respectively, suggesting that this technology is now critical for vehicle owners. However, the Execution Index score is 773, which ranks this 16th of the 18 technologies included in the study. This low level of satisfaction is primarily due to frequent reports of it being difficult to understand or use, with 36% of customers indicating that they need instructions on how to use it. Manufacturers should improve this technology to ensure it can be operated or used intuitively when needed.

 

Highest-Ranking Brands

 

Lexus (612) is the highest-ranking brand overall for innovation. Among mass market brands, Subaru (546) ranks highest, Nissan ranks second and Toyota ranks third.

 

The 2024 Japan Tech Experience Index (TXI) Study is based on responses from 21,412 owners of new vehicles in the first two to 13 months of ownership. The study was fielded in May-June 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://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]

Geno Effler, JD Power; USA; 714-621-6224; [email protected]

 

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

 

Overall Sales Satisfaction is Lower among Used-Vehicle Shoppers than New-Vehicle Shoppers,

JD Power Finds

2024-10-31

TOKYO: 31 Oct. 2024 — Overall used-vehicle sales satisfaction in Japan averages 678 (on a 1,000-point scale), 42 points lower than for new-vehicle sales satisfaction (720)¹,  according to the JD Power 2024 Japan Used-Vehicle Sales Satisfaction Index (UVSSI) Study.^SM  Specifically, by factor, sales satisfaction for used vehicles is 680 each for dealer facilities and support, contract procedure and delivery, and 676 for negotiations, compared with 730, 728, 709 and 715, respectively, for new vehicles, as highlighted in our JD Power 2024 Sales Satisfaction Index, which analyzes new car sales.

The study measures customer satisfaction with the purchase experience among used-vehicle buyers as well as among rejecters, defined as those who seriously consider a brand but ultimately buy another brand. The study, which provides a comprehensive analysis of the used-vehicle purchase experience, was conducted in Japan this year for the first time since 2009.

“Although many shoppers are doing their research online, 92% of used-vehicle shoppers are still visiting a dealer to make their purchase,” said Taku Kimoto, senior managing officer of research at JD Power. “Because no two used vehicles are the same, there is an opportunity for dealerships to increase their sales satisfaction by providing high-quality and detailed explanations of each specific vehicle to increase satisfaction. To grow the used-vehicle business, there is plenty of room for improvement in customer satisfaction, and dealers who are able to enhance their vehicle knowledge and personalize interactions may achieve this.”

 

Following are some of the key findings of the 2024 study:

 

• Salesperson explanations are key during sales negotiations: Among used-vehicle shoppers who say the salesperson explained with actual cases and examples during the negotiations, sales satisfaction averages 838, well above the negotiation average of 676. Also, sales satisfaction is at least 150 points higher than average when shoppers say the salesperson explained the latest technologies and features in detail (837); explained the characteristics and strengths of the dealer (830); or explained the characteristics of the model and grade (829). This indicates that a salesperson’s explanations during sales negotiations strongly influences overall sales satisfaction. However, only 20% of shoppers say the salesperson explained the characteristics of the model and grade, and just 16% of shoppers say the salesperson explained with actual cases and examples; explained the latest technologies and features in detail; and explained the characteristics and strengths of the dealer. Among dealer activities, explanations of the vehicle condition in detail is most frequently performed, at 28%. This suggests that salespersons often limit their explanations to basic information, such as model year, mileage and the presence of stains or scratches.

 

• Higher satisfaction leads to increased customer loyalty: This study shows that 23% of shoppers purchased their used vehicle as a replacement or an addition from the same dealer as their previous vehicle purchase. Among these shoppers, 11% chose an independent used-vehicle dealer while 28% opted for a manufacturer-authorized dealer. By comparison, in the 2024 Japan SSI Study, 47% of shoppers were repeat customers, indicating there are more repeat customers for new vehicles than for used vehicles. The UVSSI Study finds a strong correlation between overall sales satisfaction and purchase intent. Among shoppers with lower levels of satisfaction (scores below 500), only 41% say they “definitely would” or “probably would” purchase from the same dealer again. In contrast, this percentage rises to 96% among highly satisfied customers (overall satisfaction scores of 800 points or higher), showing a significant gap.
   

_{¹ JD Power 2024 Japan Sales Satisfaction Index (SSI) Study^SM
The JD Power Japan SSI Study examines only manufacturer-authorized dealers.
https://japan.jdpower.com/en/business/press-releases/2024_Japan_Sales_Satisfaction_Index_Study}

 

The 2024 Japan Used-Vehicle Sales Satisfaction Index Study is based on responses from 3,900 buyers who purchased their used vehicle at a manufacturer-authorized dealer or independent used-vehicle dealer. Satisfaction is measured in four factors (listed in order of importance): negotiations (27%); delivery (26%); dealer facilities and support (25%); and contract procedure (22%). The data was collected between April 2023 and March 2024, after two to 13 months of ownership. The online survey was fielded from July 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://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]
Geno Effler, JD Power; USA; 714-621-6224; [email protected]

 

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

 

Overall Vehicle APEAL Satisfaction in Japan Slightly Declines from 2023, JD Power Finds

2024-10-02

TOKYO: 2 Oct. 2024 — For the first time in Japan since 2021, owner satisfaction measured by the emotional attachment and level of excitement with their new vehicle has declined, according to the

JD Power 2024 Japan Automotive Performance, Execution and Layout (APEAL) Study,^SM released today. The overall APEAL Index score this year averages 668 points (on a 1,000-point scale), a decrease of three points from 2023 (671) due to a decrease in overall satisfaction with mini-cars.

The APEAL Index score for registered cars, such as compact car and SUV, midsize car and SUV, large size car and SUV, minivan and compact minivan, averages 683, the same score as a year ago, while the score for mini-cars averages 636, down 15 points from 2023.

 

The study, now in its 14^th year, measures owners’ emotional attachment and level of excitement with their new vehicle across 37 attributes. These attributes are aggregated to compute an overall APEAL Index score. The study complements the annual JD Power Japan Initial Quality Study^SM (IQS) and the JD Power Japan Tech Experience Index (TXI) Study.^SM

 

“The gap in APEAL satisfaction between vehicles with problems and without problems has been widening since 2021,” said Taku Kimoto, senior managing officer of research at JD Power. “This showcases the close correlation between owners’ perceived initial quality of their vehicle and overall APEAL satisfaction. This year, this correlation is stronger for mini-cars than for registered cars, highlighting the importance of quality during the vehicle development process.”

 

Following are some key findings of the 2024 study:

 

• Lexus and MINI rank highest in their respective segments: Lexus ranks highest among luxury brands for a fourth consecutive year with a score of 760 and MINI ranks highest among mass market brands for a fifth consecutive year with a score of 720. In the model-level awards, Nissan ranks highest in three segments, while Toyota and Mitsubishi each rank highest in two segments and Suzuki and Subaru each rank highest in one segment. Among the models included in the study, Nissan Kicks (which ranks highest in the compact SUV segment) also ranked highest in the JD Power 2024 Japan Initial Quality StudySM (IQS)¹.

 

• Gap in APEAL score continues to widen between vehicles with and without problems: The study clearly shows that APEAL scores decrease when owners experience a problem with car design or malfunction. Among owners who experience a problem with their vehicle, the APEAL score averages 640, which is 54 points lower than among owners who did not experience a problem (694). This gap has widened since 2021, when the gap was 47 points. In addition, the gap in APEAL score between vehicles with and without problems is 62 points for mini-cars, compared with 54 points for registered cars. Given that these gaps were 52 and 54 points, respectively, in 2023, the 10-point increase for mini-cars may indicate that owners are perceiving vehicle problems within the first year as a contributor to their overall APEAL satisfaction.

 

• Satisfaction among owners of registered PHEVs and registered EVs: APEAL satisfaction among mini-car owners has decreased since 2023 for all powertrains. Among owners of registered gasoline- or diesel-fueled internal combustion engine (ICE) vehicles and hybrid electric vehicles (HEVs), satisfaction is lower than a year ago, while satisfaction with plug-in hybrid electric vehicles (PHEVs) and electric vehicles (EVs) has improved. Satisfaction with fuel economy is higher than a year ago for PHEVs and EVs. The increase in overall APEAL satisfaction for PHEVs and EVs is driven by the market introduction of vehicles enhanced in terms of battery capability and range.

 

Highest-Ranked Brands and Models

Lexus ranks highest among luxury brands with a score of 760, and MINI (720) ranks highest among mass market brands.

 

By segment, the highest-ranking models are:

• Mini-car–Sedan segment: Suzuki Lapin
• Mini-car–Height Wagon segment: Nissan Sakura
• Mini-car–Super Height Wagon segment: Mitsubishi Delica Mini
• Compact Car segment: Nissan Note
• Compact SUV segment: Nissan Kicks
• Midsize Car segment: Subaru Levorg
• Midsize SUV segment: Mitsubishi Outlander
• Compact Minivan segment: Toyota Sienta
• Minivan segment: Toyota Vellfire

 

The Japan Automotive Performance, Execution and Layout (APEAL) Study this year is based on responses from 21,412 owners of new vehicles in the first two to 13 months of ownership. The study was fielded in May-June 2024. The study, which complements the annual Japan Initial Quality Study (IQS) and the Japan Tech Experience Index (TXI) Study, is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and is used by consumers to help them in their vehicle purchase decisions.

 

¹ JD Power 2024 Japan Initial Quality Study^SM (IQS):
https://japan.jdpower.com/en/business/press-releases/2024_Japan_Initial_Quality_Study

 

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://japan.jdpower.com/.

 

Media Relations Contacts

Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]

Geno Effler, JD Power; USA; 714-621-6224; [email protected]

 

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

 

2023-09-08

 

2024-07-02

 

First-Ever Individual Shareholder Satisfaction Study by JD Power: Factors Related to Corporate Governance Code Account for 40% of Overall Satisfaction

2024-04-20

TOKYO, 19 April. 2024 — With Japan’s cross-shareholding ratio falling to an all-time low and the new NISA (a tax exemption program for small investment programs that began in January 2024) with an indefinite tax exemption period, individual shareholders who are part of the long-term stable shareholder base are attracting increasing attention in the financial market. In addition, while pressure from government and institutional investors to improve corporate governance is increasing with growing global awareness of ESG (Environmental, Social, and Governance), issues related to certification fraud and insurer fraud claims have been widely covered in the media. JD Power perceives that the inexistence of evaluation with rankings on the comprehensive basis is one of the main reasons that cause asymmetry of information. To address these, JD Power has conducted a first-ever study to serve as an indicator for individual shareholders when deciding on mid- to long-term investment targets as well as to help companies in selected segments understand their position, strengths and weaknesses and use the data for improvement activities.

The JD Power 2024 Japan Individual Shareholder Satisfaction Study,^SM released today, includes four industries (automobile, bank, securities and insurer), and measures overall individual shareholder satisfaction with respective companies, including their profitability and corporate governance efforts.

 

“This study measures overall satisfaction in terms of whether individual shareholders trust a company for mid- to long-term investment and data may be regarded as a performance report of that company’s management team, including corporate governance,” said Kiichi Umezawa, managing director of Japan Global Business Intelligence at JD Power. “Corporate governance aspects have often been discussed at an individual level, such as “diversity in the board” and “fair and reasonable transactions with suppliers,” but an overall evaluation by shareholders that includes data has not often been discussed. This makes it difficult to compare overall company performance, which leads to lenient competition among companies. JD Power perceives that this environment does not provide sufficient incentive for companies to improve. By presenting the overall evaluation with rankings, JD Power is hopeful that this study will encourage each company to work toward improvement.”

 

 

Following are some of the key findings of the 2024 study:

 

• Factors related to Corporate Governance Code account for 40% of overall shareholder satisfaction: Overall satisfaction of individual shareholders is evaluated based on seven factors: Profitability/Shareholder Return; Business and Products/Services; Financial Stability; Securing the Rights and Equal Treatment of Shareholders; Ensuring Appropriate Information Disclosure and Transparency; Responsibility of the Board; and Appropriate Cooperation with Stakeholders Other Than Shareholders. Four of these factorsSecuring the Rights and Equal Treatment of Shareholders; Ensuring Appropriate Information Disclosure and Transparency; Responsibility of the Board; and Appropriate Cooperation with Stakeholders Other Than Shareholdersare in line with the Corporate Governance Code released by the Tokyo Stock Exchange, Inc. Statistical analysis of the effect of each factor on overall satisfaction finds that the Corporate Governance Code-related factors together account for 40% of overall satisfaction while Profitability/Shareholder Return and Business and Products/Services have the highest importance weights, 21% each. Financial market players generally perceive that individual shareholders are generally more interested in shareholder dividends and benefits and less interested in more difficult issues such as corporate governance. However, as corporate fraud issues and inappropriate transactions with business partners are increasingly covered in the media, more shareholders say they “don’t agree” or “somewhat disagree” with the following statements regarding corporate governance: “the board is constituted in a manner to achieve both diversity and appropriate size” and “independent directors fulfill their roles” than they do for other statements, indicating that individual shareholders are not apathetic about corporate governance.
• Generational gaps in reasons to invest: Among the top three reasons in all four industries included in the study to invest in stocks, the number one reason shareholders cite is “shareholder dividend is attractive” (50%). This is followed by “the stock price is expected to rise in the future” (43%) and “future growth of the company can be expected” (32%). There are no differences in order by industry segment, but there are differences by age group. While there are no significant differences in the top three reasons, there are significant differences among age groups. Shareholders in the 40s and 50s groups cite “the company has a good reputation” (18%) and shareholders in the 60s age group cite the same at 16%; the percentage increases to 31% among those in their 20s and 30s, representing more than a 10-point gap. Furthermore, for the statement “recommended in personal social media/video sharing sites (Facebook, Instagram, YouTube, etc.),” while the range was as low as 1% in the 60s group and 5% in the 40s and 50s groups, the percentage jumps to 17% among those in their 20s and 30s, which confirms the influence of social media and video sites particularly among young people.
• Divergence in overall satisfaction within segment varies across industries: When comparing overall satisfaction scores by brand within all four industry segments, the average scores range from 671 (on a 1,000-point scale) to 690. However, divergences between the top score and the bottom score vary among the four segments. More specifically, whereas the gaps between the top and the bottom are around 100 points in the bank, securities and insurers segments, the divergence widens to more than 220 points in the automobile segment. The difference is not due to scores for the four Corporate Governance Code-related factors but for scores related to the general investment-related factors, i.e., Profitability/Shareholder Return; Business Products/Services; and Financial Stability. 

 

Study Rankings

Toyota Motor ranks highest among automobile companies,¹ with a score of 749. Honda Motor (710) ranks second and SUBARU (657) ranks third.

 

Sumitomo Mitsui Financial Group ranks highest among banks,² with a score of 720. Mitsubishi UFJ Financial Group (688) ranks second and Resona Holdings (660) ranks third.

 

SBI Holdings ranks highest among securities companies,³ with a score of 707. Daiwa Securities Group (681) ranks second and Tokai Tokyo Financial Holdings (676) ranks third.

 

Tokio Marine Holdings ranks highest among insurers,⁴ with a score of 729. MS&AD Insurance Group Holdings (723) ranks second and Dai-Ichi Life Holdings (671) ranks third.

 

The 2024 Japan Individual Shareholder Satisfaction Study measures individual shareholder satisfaction with companies, including corporate governance, in four segments: automobile, bank, securities and insurer. Respondents are individual shareholders who have continuously held shares of companies listed on the TSE Prime Market that meet the criteria for more than a year and who owned at least 100 shares at the time of the study. If respondents hold multiple stocks in each segment, they are asked to evaluate the company in which they have the largest amount of investment assets at the time of the study. The study is based on responses from 6,088 individual shareholders and was fielded in March 2024. Overall satisfaction is measured by examining seven factors (listed in order of importance): Profitability/Shareholder Return (21%); Business and Products/Services (21%); Financial Stability (18%); Securing the Rights and Equal Treatment of Shareholders (10%); Ensuring Appropriate Information Disclosure and Transparency (10%); Responsibility of the Board (10%); Appropriate Cooperation with Stakeholders Other Than Shareholders (9%).

 

¹ Automobile: Stocks that fall under the category of “Transportation Equipment” in the TSE 33 sectors that are finished passenger car manufacturers with a market capitalization of 500 billion yen or more as of the last business day of December 2023.

² Bank: Stocks that fall under the category of “Banking” in the TSE 33 sectors with a market capitalization of at least 1 trillion yen as of the last business day of December 2023.

³ Securities: Stocks that fall under the category of “Securities and Commodity Futures” in the TSE 33 sectors, with securities-related revenues accounting for more than 50% of total revenue and with a market capitalization of 100 billion yen or more as of the last business day of December 2023.

⁴ Insurer: Stocks that fall under the category of “Insurance” in the TSE 33 sectors that have a market capitalization of 800 billion yen or more as of the last business day of December 2023.

 

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.
JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit https://japan.jdpower.com/.

 

Media Relations Contacts
Kumi Kitami, JD Power; Japan; 81-3-6809-2996; [email protected]
Geno Effler, JD Power; USA; 714-621-6224; [email protected]

 

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

 

Problems Related to Design are More Problematic Complaints, JD Power Finds

2021-12-24

jillian.breska

Among 217 problem areas assessed by new-vehicle owners, 59% of the total problems reported are related to design, according to the JD Power 2021 Thailand Initial Quality Study (IQS),^SM released today. 

Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) during the first month of ownership until six months, with a lower score reflecting higher quality. In this year’s study, the industry average stands at 147 PP100. Problems reported are shared more on design (87 PP100) than the manufacturing (58 PP100).

Although customers cite issues with excessive wind noise (from around the vehicle) in the defects and malfunctions category the most (10.4 PP100), the rest of top five problems cited are related to design failure, namely poor radio reception (6.9 PP100); slow getting cold on air conditioner (6.0 PP100); insufficient power plugs/USB charging ports (5.5 PP100); and poor ride quality (4.9 PP100).

“The quality and availability of basic features must be foremost when developing a new vehicle,” said Manenatta Jirasevijinda, regional lead of automotive in SEA AUS at NielsenIQ. “Customers have high expectations with all basic features such as availability of rear air conditioning and sufficiency of power plugs/USB charging ports. Vehicle quality is achieved not only from drivers but from passengers, too.  Brands must make sure all basic features are fulfilled and suited with each vehicle segment.”

Following are additional key findings of the 2021 study:

• Features/controls/displays (FCD) category has most design problems: The FCD category has the most problems at 17.3 PP100. A key issue relates to power plugs/USB charging ports being insufficient (5.5 PP100) and too slow in charging (3.1 PP100). Customers also cite issues with front wipers not clearing as desired (1.5 PP100) and poor/ inadequate sound of horn (1.3 PP100).
• Small problems overlooked become top 20 problems: Issues related to floor mat (3.4 PP100), built-in Bluetooth^® pairing/connectivity issues on mobile phone/device (2.8 PP100) and hard to open/close at the trunk/hatch/tailgate (2.1 PP100) are also notable.
• Younger owners cite more problems: Owners age 30 and younger have the highest number of problems at 166 PP100. Owners age 50 and older noted fewer problems at 153 PP100. The most problematic issue is on driving experience (26.3 PP100) related to poor ride quality (5.2 PP100) and noisy brakes (4.0 PP100) while older customers still indicated more problems with the exterior.

Highest-Ranking Models

• Toyota Yaris ranks highest in the compact segment with 150 PP100.
• Mazda2 ranks highest in the entry midsize segment with 147 PP100.
• Mitsubishi Pajero Sport ranks highest in the large SUV segment with 132 PP100.
• Isuzu D-Max Hi-Lander X-Cab ranks highest in the pickup extended cab segment with 116 PP100.
• Toyota Hilux Revo D-Cab ranks highest in the pickup double cab segment with 116 PP100.

The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering eight problem categories: exterior; driving experience; features/controls/displays; seats; audio/communication/entertainment/navigation; heating/ventilation/air conditioning; interior; and engine/transmission.

The 2021 Thailand Initial Quality Study (IQS) is based on responses from 4,571 new vehicle owners who purchased their vehicle from January through October 2021. The study covers 10 different brands that include 77 passenger car, pickup truck and utility vehicle models. The study was fielded from July through November 2021.

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific.

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior in order to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts

Geno Effler, JD Power; [email protected]; +1-714-621-6224
Hallie Garside, NielsenIQ; [email protected]