《J.D. Power and Associates and AUTO》.pdfVIP

J.D. Power and Associates and AUTO TEST Report: A Satisfying Product Experience Drives High Levels Of Overall Vehicle Ownership Satisfaction and Loyalty Models from Audi, BMW, Ford, Kia, Mazda, Mercedes-Benz, Nissan and Toyota Rank Highest in Their Respective Segments in Satisfying New-Vehicle Owners in Germany MUNICH: 24 June 2010 — Providing vehicle owners with highly satisfying product experiences has a considerable positive impact on overall satisfaction, which, in turn, drives higher levels of owner loyalty, according to the J.D. Power and Associates 2010 Germany Vehicle Ownership Satisfaction Study SM (VOSS) released today in association with AUTO TEST . Product-related factors, including vehicle appeal, and vehicle quality and reliability, account for 58 percent of overall vehicle ownership satisfaction. While 40 percent of vehicle owners, on average, say they “definitely will” repurchase the same make of vehicle, more than three-fourths of owners who are highly satisfied (scores above 900 on a 1,000-point scale) with their vehicle’s appeal and quality say the same. “The heavy emphasis placed on product-related factors in terms of overall vehicle ownership satisfaction helps to underline the importance of getting the product right the first time,” said Martin Volk, senior research manager at J.D. Power and Associates. “Otherwise, manufacturers may lose customers to other brands, especially in such a competitive marketplace.” Engine and transmission-related problems have a particularly strong adverse impact on perceived quality—and, ultimately, a vehicle owner’s loyalty. Even a single engine or transmission problem may drive customers from a brand, as more than 20 percent of vehicle owners who experience one or more engine or transmission problems say they “probably will not” or “definitely will not” buy the brand again. Satisfaction with dealer service is also an important driver of owner loyalty. For instance, on average, 15 percent of